Your double charge could be due to one of these scenarios:
DNA Kit & Subscription: It could be that when you purchased your DNA kit, you simultaneously started a one-month free trial. In this case, your DNA kit appears as one charge, while your subscription was charged separately upon expiry of the free trial. Check your inbox for "Thank You" emails about your kit purchase, free trial start, and the start of your paid subscription.
Two Different Subscription Types: You may have simultaneously purchased two different types of subscriptions (and therefore have two subscriptions active at the same time).
Learn about the differences between subscription types here.
Multiple Accounts: You might have created several accounts using different email addresses. Check all possible email inboxes for emails titled "Welcome to MyHeritage," "Thank you," or "Update from MyHeritage". Each account with its own subscription will generate a separate charge.
Multiple Family Sites: Within your account, you can create and manage several family sites. Each site can have its own subscription and associated charge.
These are common scenarios, but there may be other reasons for your charges.
Here's how you can check why you were charged:
Option 1: Check your emails
Look in your email inbox for an email titled "Thank you", or “Update from MyHeritage”, containing details of your charge.
Option 2: Check via your account
Log in to your account (forgot password?)
Click the "Help" icon (top right)
3. Click "Contact Us"
4. Click "Billing & Charges"
You'll see your charge description and options for next steps (cancel subscription,request refund, or get clarification).
If you need more help:
Click "Billing questions and clarifications"
Click "Continue" (bottom right)
3. Click "Start Chat" (twice)
4. Select "subscription payments"
You'll see your charge description and an expanded set of options for next steps.
