# What should I do about a ZeroTwo charge I don't recognize?

> Find an unfamiliar charge in Settings > Billing, check which account and card it belongs to, and contact ZeroTwo before you dispute it with your bank.

Source: https://help.zerotwo.ai/en/articles/7242625-what-should-i-do-about-a-zerotwo-charge-i-dont-recognize
Section: Account, login and billing > Billing questions
Last updated: 2026-10-05

ZeroTwo charges a card for plans that renew on their own and for credit purchases you make. When a charge on your statement looks unfamiliar, match it to a ZeroTwo account first. If it still does not add up, write to ZeroTwo before you open a dispute with your bank.

## Look for the charge in Transaction history

On the web, in the desktop app and on iPhone or iPad:

1. Sign in, open the account menu (your name in the sidebar) and choose **Settings**.
2. Select **Billing**.
3. Find **Transaction history**. Each row shows a description, a date, a status (**Paid**, **Void**, **Open** or **Failed**) and an amount. The list starts with your latest four payments; when there are more, select **View all** to see them.
4. Select a row to open its receipt or invoice, when one is available.

On Android, open **Settings > Usage & Billing**. It has the same **Transaction history** section, and for plans billed by card it also has **Billing information** and **Payment methods**.

This list shows payments processed by Stripe, which is how ZeroTwo takes plan and credit payments outside the App Store. A plan bought in the iPhone or iPad app with the Apple option is billed by Apple instead, so it does not appear here. For those plans, Billing says "Billing for this plan is managed through the App Store." and your Apple account is where to look.

## Check which account and card are involved

On the same page, when the account is billed through Stripe, **Billing information** shows the billing email and name that go on invoices and receipts, and **Payment methods** lists each saved card by brand and last four digits. Compare them with your statement.

If you have used more than one email address or phone number with ZeroTwo, sign in with each one in turn. A new address or number starts a new account, and every account has its own Billing page.

## Contact ZeroTwo before you dispute it

ZeroTwo's Terms and Refund Policy ask you to get in touch before you start a chargeback or payment dispute, and they say that disputing a legitimate charge can lead to your account being suspended or ended. Both documents give [reed@zerotwo.ai](mailto:reed@zerotwo.ai) as the address to write to. If you are signed in, you can also open the Help menu (the question-mark button near your account), choose **Help**, then **Support**, and describe what you see.

Say what is on your statement: the date, the amount, the last four digits of the card, and the email address or phone number of the account you think it might belong to.

The Refund Policy states that ZeroTwo does not give refunds as a rule, and lists three limited exceptions:

- a refund is required by consumer protection law where you live;
- a verifiable duplicate charge for the same plan, on the same account, on the same day, with no tokens used against the duplicate;
- a documented platform-wide outage that blocked all use of ZeroTwo for a long and material part of your billing period, at ZeroTwo's discretion.

To ask for an exception, the policy says to write within 14 days of the charge and to include your account email and the transaction details. The full text is at [zerotwo.ai/refund-policy](https://zerotwo.ai/refund-policy).

## Protect the account and manage billing

- **Turn on two-factor authentication.** In **Settings > Security**, switch on **Two-factor authentication** and scan the QR code with an authenticator app. After that, signing in asks for a six-digit code from the app.
- **Sign out everywhere.** In the same tab, **Log out of all devices** ends every session, including the one you are using (on the web the button reads **Log out all**). Other devices can take up to 30 minutes to be signed out.
- **Cancel the plan.** In **Settings > Billing** (**Usage & Billing** on Android), the **Cancel plan** section has a **Cancel** button for plans billed by card. The section says you keep full access to your plan features until the end of your billing period.
- **Remove the card.** On the web and in the desktop app, open the card's actions menu (the three dots) under **Payment methods** and choose **Remove**. On iPhone, iPad and Android the list of cards is read-only.

ZeroTwo accounts sign in with Google, Apple, Microsoft, a link sent by email or a code sent by text message, so secure whichever of those you use as well.