Why did Covenant Eyes charge me twice in one month?

Sydney - Support Specialist
Sydney - Support Specialist
  • Updated

If you had an outstanding invoice, multiple accounts, canceled and resubscribed, or adjusted your Personal Subscription, you may receive two charges from Covenant Eyes in one month.

Outstanding Invoice

An outstanding invoice means you have an overdue balance. If you have an overdue balance, you may see two charges from Covenant Eyes in one month (one charge for the balance and another for your regular subscription).

We may collect an overdue balance in any of the following ways:

  • Our billing system will automatically try to charge you the balance every 7 days until the charge is successful or the subscription is canceled due to non-payment.
     
  • After 7 days, our support team may reach out to you to see how we can help.
     
  • The Account Admin can sign into victory.covenanteyes.com to manually process the payment.

Multiple Accounts

In some cases, members accidentally have more than one active account. For example, if you previously had a subscription, thought you canceled it, and then re-subscribed, you could have two charges in one month.

  • If you think you may have more than one account, contact our friendly Member Care team, and they can search our database using your email address, name, and other details.

Canceled (Due to Non-Payment) & Resubscribed 

Covenant Eyes will cancel your subscription if you have an unpaid balance for 30 days. If you decide to resubscribe, you will receive two charges within 7-10 business days:

  • First charge: we charge you the balance you had before your cancellation.
     
  • Second charge: we charge you for your first month of service (for monthly subscriptions) or your year of service (for yearly subscriptions).

Personal Subscription Adjustments

Longtime Covenant Eyes members may be on our legacy (discontinued) Personal Subscription. It has a base rate and increases in price depending on the members and services you add:

  • Filtering (website blocking): $1.50 per member each month (or $18 a year per member each year)
     
  • Accountability (screen monitoring): $2.00 per member each month (or $24 per member each year)

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