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Resolving Duplicate Charges

Zach (Support Agent)
Updated

Resolving Duplicate Charges on Your EcoSync Account

Applies to: All EcoSync subscription plans and one-time purchases

Issue Overview

Some customers may notice duplicate charges on their EcoSync account. This article will help you identify the cause and resolve the issue as quickly as possible.

Common Causes of Duplicate Charges

  • Multiple subscription registrations - Sometimes occurs when creating multiple accounts with the same payment method
  • Payment processing delays - Temporary authorization holds that appear as duplicate charges
  • Subscription renewal overlap - When a manual payment is made close to an automatic renewal date
  • System processing error - Rare technical issues in our payment processing system

How to Check for Duplicate Charges

Verify Charges in Your EcoSync Account

  1. Log in to your EcoSync account at my.ecosync.com
  2. Navigate to Account Settings Billing History
  3. Review all transactions from the past 90 days
  4. Note the date, amount, and transaction ID of any duplicate charges

Check Your Bank or Credit Card Statement

  1. Log in to your bank or credit card account
  2. Compare the EcoSync charges on your statement with those in your EcoSync account
  3. Determine if the duplicate appears only in your EcoSync account or also on your bank statement
  4. Check if any charges are listed as "Pending" versus "Completed"

Self-Service Resolution Steps

For Pending Authorizations

If you see duplicate pending charges that haven't fully processed:

  1. Wait 3-5 business days as pending authorizations typically drop off automatically
  2. These are usually authorization holds, not actual charges
  3. Only one charge should finalize and appear as "completed"

For Multiple Active Subscriptions

  1. Go to Account Settings Subscriptions
  2. Check if you have multiple active subscriptions for the same service
  3. Click "Manage" next to any unwanted subscription
  4. Select "Cancel Subscription" (Note: This will not issue a refund for past charges)

Request a Refund for Confirmed Duplicate Charges

  1. Go to Account Settings Billing History
  2. Locate the duplicate charge that has been fully processed (not pending)
  3. Click the "Dispute Charge" button next to the transaction
  4. Select "Duplicate Charge" as the reason and submit the form
  5. Refunds for verified duplicate charges are typically processed within 5-7 business days

Contact Support

If you've tried the steps above and still have unresolved duplicate charges, please contact our billing support team:

  • Email: 
  • Phone: 1-800-ECO-SYNC 
  • Support Portal: 

⚠️Important: Please have the following information ready when contacting support:

  • Your account email address
  • Date and amount of duplicate charges
  • Transaction IDs (found in your billing history)
  • Screenshots of your billing history and bank statement (if available)

 

Preventing Future Duplicate Charges

  • Use a single account - Consolidate multiple accounts to prevent overlapping subscriptions
  • Check before manual payments - Verify your renewal date before making manual payments
  • Update payment methods - Keep your payment information current to avoid processing retries
  • Enable payment notifications - Go to Account Settings Notifications to receive alerts for all charges

Related Articles

Last Updated: March 19, 2025 | Document ID: KB-ES-5123-DUP

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