Two charges from Output in a short period can happen for a few different reasons. If you'd like us to look into it right away, submit a request.
(Check the bottom right of the page and follow the prompts)
Otherwise keep reading to understand what may have happened and check for yourself.
Subscription double charge
Your subscription payment did not go through on time
A late payment doesn't automatically move your billing period, so it can land close to your next regular charge and appear like a double charge on your bank statement. That can look like an error, but it may not be.
If this is the case, here's what you'll see on your two most recent invoices in Order History:
Due date
Status
Billing period
Description
Payment date
If you see two charges on your statement
And it is due to a late payment, both invoices will say Paid. Compare the due date to the payment date on each. If they don't match on one or both, that invoice was paid late. Check those payment dates against your bank statement. If they align with the two charges, they both correspond to those invoices.
If you paid recently but are still being charged or blocked
Due to a late payment, one invoice will say Past Due and one will say Paid. Compare the due date to the payment date on the Paid invoice. If the dates don't match, that invoice was paid late. If the payment date matches the recent charge on your bank statement, that charge covered that billing period. The past due invoice will cover the current billing period. There will be no payment date listed on the past due invoice because we haven't collected that amount yet. Our system will automatically reattempt payment multiple times to the card on file. To regain access, manually reattempt payment by updating your billing information.
To prevent confusion or service interruptions, keep funds available on your regular billing date going forward.
The charge is from a different account
If after checking your two most recent invoices, one of the charges on your bank statement doesn't align with any of the payment dates listed, or both invoices were paid on time and you're still seeing an additional charge that doesn't correspond to either invoice, that charge may be associated with a different Output account under another email address.
See Unrecognized charge from Output for next steps.
Perpetual license or bundle double charge
You accidentally placed a duplicate order
If you purchased a perpetual license or bundle and see two charges for the same product on your bank statement, or a single charge that's double what you expected, check your Order History. You may see a single order with a quantity of 2, or two separate orders for the same product.
In either case, see the refund policy for perpetual license orders to request a refund for the duplicate license(s) or order.