If you’ve come here with billing concerns, ‘scam’ claims, or questions about your subscription - we are here to help!
All payments are securely processed through Stripe, one of the most advanced payment providers. Every charge requires user authorization and follows strict compliance and security standards.
If you’re seeing a charge, it is always tied to an active subscription or account setup. Based on our internal reviews, the vast majority of billing concerns — can be traced back to a small number of common scenarios, which we outline below.
Unwanted charges?
We understand that unexpected charges can be frustrating. From our experience, there are typically four common reasons to help us debug why this may happen:
The Most Common
1) User subscribed with one email (via Stripe), then logins with another.
In some cases, users may end up with multiple subscriptions due to using different email addresses. For example, a user might subscribe with one email (via Stripe) and later log in with another (e.g. through Google), then subscribe again. This creates two separate accounts, each with its own subscription.
This can happen more easily when Stripe Link is enabled, as it may auto-fill a different email during checkout without the user noticing.
If one subscription is canceled in-app while the other remains active, charges may continue on the second account. When users contact support, we typically only see the account linked to their message (via Intercom), so additional subscriptions may remain active unless specifically identified.
In some cases, especially on mobile or direct checkout flows (e.g. from ads or the pricing page), purchases can be completed through Stripe without passing through our standard login system. This is a common SaaS setup designed to reduce friction during checkout.
2) Upgrade or reactivation via email
Some users upgrade their plan in app or reactivate a subscription through email campaigns with a direct link to reactive and later forget that the change was made.
Both actions below have a secondary screen in-App that confirms the upgrade or the uncancelation.
In-App Modal - Upgrade Button
Reactivation Campaign Email - Uncancel button
3) Discounted first payment
If you signed up using a coupon or discount, the first month is reduced, and the following months revert to the standard price. This is handled automatically according to Stripe’s billing logic.
4) Monthly subscription oversight
In some cases, users simply forget that the service is billed monthly, especially if they haven’t logged in recently - however all is clear in our pricing page and stripe checkout page.
5) Support-assisted changes
In some cases, users request cancellations or changes through our support team via Intercom. While this process is generally handled accurately, there have been rare instances where human error occurred — for example, canceling the wrong account or not completing a request due to switching between systems.
These cases are extremely uncommon, but when they do happen, we take them seriously. If anything looks incorrect, we’re always available to review the situation promptly and make it right.
How do I cancel my subscription?
You can cancel your subscription at any time from your Profile Page by clicking “Cancel your Subscription” and completing a short form—it takes less than 10 seconds. This helps us understand your reason for canceling and improve the product.
Our refund policy
We aim to be fair and transparent.
We refund users in all of the situations above, no questions asked
We’ve become even more flexible after realizing that not all musicians are familiar with how subscription billing works
If something doesn’t feel right, just reach out — we’ll resolve it quickly
Our Chargeback and Payment Processor Metrics
We want to be clear: like any SaaS platform, issues can occasionally occur, but they are not systemic. Overall, our data shows that the vast majority of processes work as intended.
To support this, our chargeback rate last quarter was approximately 0.08% (around 1 in 1,250 transactions)—an exceptionally low level that reflects strong customer trust and clear billing practices.
The data clearly shows that billing issues on Playlisthub are extremely rare and well below industry standards, specially B2C.
That said, we fully understand that billing concerns can happen, and we’re always here to help resolve them - even if the 1 in 1,250 is you :)
Is Playlisthub Payment Infra Safe?
Playlisthub is a legitimate toolkit for promotion used by thousands of independent artists. All charges are processed through Stripe, all subscriptions require explicit user authorization, and our chargeback rate is approximately 0.08%, placing us very well in industry and B2C platforms globally. If you have a billing concern, contact us at [email protected] and we will resolve it immediately.
How do I cancel my Playlisthub subscription?
You can cancel your subscription at any time from within your account settings. If you have difficulty locating your subscription, contact us at [email protected] with the email address used at signup and we will cancel it for you immediately.
Can I get a refund from Playlisthub?
Yes. We offer full refunds in cases where charges were unintended, including duplicate subscriptions, forgotten upgrades, and pricing confusion. Contact us at [email protected] and we will review your case without questions.
Why was I charged by Playlisthub? Is this a scam?
Every charge is tied to an active subscription or account action. The most common reasons are duplicate accounts created via Stripe Link, forgotten upgrades or reactivations, discounted first payments reverting to standard price, or missed pricing update notifications. Contact us at [email protected] and we will identify the exact reason and resolve it.
💡 Need help?
Reach out anytime at [email protected] or visit our Help Center.