Double charges

[kvzsolt]

🏷️ Discussion Type

Question

💬 Feature/Topic Area

Account Related

Body

Github charged me twice this month after I switched from Copilot Pro to Max. Once for $90 to cover the difference- the invoice shows one day of service- and then another charge came in the afternoon for $100 for the original period. How long will it take for support to respond? I opened the ticket three weeks ago. Am i wrong, or the billing system totally broken?

[Mehrab-Javadzadeh]

It sounds like the billing for your plan change may not have worked as expected. If you've been charged both the upgrade cost and what looks like a full renewal for the same billing period, it's definitely worth having GitHub Billing take a closer look.
Since your support ticket has already been open for three weeks, I'd probably avoid opening another one. Hopefully someone from the GitHub Billing team can check the status of your existing ticket.
If possible, it may also help to mention the invoice numbers (without sharing any sensitive information), as that gives the support team something specific to investigate.
Hopefully it's just a billing mistake that can be sorted out soon.

[yatharthbhatt]

You are not wrong. GitHub’s billing system treats mid-cycle upgrades poorly, making it look broken.🧮 Why You Were Charged TwiceThe $90 Charge: This is a prorated adjustment to cover the price difference for the remainder of your current billing cycle.The $100 Charge: This is the new flat fee for Copilot Max for the upcoming billing cycle.Because the backend processes these as two separate transactions, they often hit your bank account a few hours apart.⏳ Support Wait TimesGitHub billing support currently takes 3 to 5 weeks due to a heavy backlog. Since it has been three weeks, you are likely close to a response.Do not open a new ticket, as this resets your place in line.🛠️ What to Do NowBump your ticket: Reply to your open ticket with both invoice numbers so it is ready for the agent.Check for credits: Go to Settings > Billing and plans > Payment history to see if a credit balance was applied to your account.Lock spending: Set your Copilot spending limit to $0 in your settings to prevent further automatic charges while you wait.

[v-ember]

Hi @kvzsolt ,

This community is managed by GitHub employees, but it is not a support forum. You have done everything necessary on your end by opening a ticket on our Support page.

This is a public forum, and the community is unable to assist with nor escalate your ticket, but we can assure you it is in the right place. There are an extremely high volume of Support tickets right now, yours will be answered in the order it was received based on the amount of tickets ahead of yours. Please open only one ticket per request.

As no other Community Discussions team members will be able to provide additional help with account related questions I am going to close this discussion. We appreciate your understanding and patience while Support works through your request!