We're sorry to hear you've been charged unexpectedly. This is almost always caused by one of the reasons below. Follow the steps to identify your situation and stop any future charges.
Before anything else, check who charged you
Look at your bank or credit card statement and find the company name on the charge. It will be one of:
Passionflix → you subscribed to the Passionflix website
Apple / iTunes → you subscribed via the iOS or iPadOS app
Google Play → you subscribed via the Android app
Amazon → you subscribed via the Fire TV app or Amazon Prime Channel
Roku → you subscribed via the Roku app or Roku Channel
This is the most important step. The company that charged you is the only one that can stop the charges — Passionflix cannot cancel or refund charges made by Apple, Google, Amazon, or Roku on your behalf.
Reason 1 — You cancelled in the wrong place
This is the most common cause. Cancelling on the Passionflix website only cancels a Passionflix web subscription. It has no effect on a subscription purchased through Apple, Google, Roku, or Amazon.
Reason 2 — You deleted your Passionflix account but not your IAP subscription
Deleting your Passionflix account does not cancel a subscription held with Apple, Google, Roku, or Amazon. These are entirely separate systems — Passionflix has no access to them.
If you deleted your account while an IAP subscription was still active:
- Your Passionflix account is gone, and you cannot log in
- The third-party subscription is still running and charging you
Reason 3 — You have two active subscriptions
This can happen if you subscribed to the Passionflix website and also through an app (Apple, Google, or Roku) at different times — creating two separate subscriptions under the same or different accounts.