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Account Shows Free but Getting Charged

If your Audeus settings dashboard or library profile shows that you are on the Free plan, but you see recurring credit card charges or subscription fees for Audeus Pro, it means you have signed in using a different email address than the one associated with your paid subscription. For example, you may have completed your purchase using one email address, but you are currently logged in with a different email.

Audeus accounts and subscriptions are separate for each email address. Signing in with the wrong email will place you in a brand new, empty Free account.

How to Find the Email Address Associated with Your Paid Account

If you are unsure which email address is linked to your paid subscription, check your accounts using these steps:

  1. Try logging in with other email addresses you own (such as secondary personal, school, or work accounts) to find your active paid account.
  2. Search all of your email inboxes (including Spam and Junk folders) for any messages sent from @audeus.com to verify which email address received the account registration or billing confirmation.

Request Help Finding Your Account

If you still cannot locate your correct login email, submit a request through our Contact Support page.

Depending on where you purchased your subscription, here is what we need to locate your account:

  • Purchased on Audeus Website: We can search our database using the credit card billing details from your bank statement.
  • Purchased on Google Play Store: We can locate your account if you provide the Google Play Order Number (found in your Google Play email receipt, usually starting with GPA. or SOP., e.g., GPA.1234-5678-9012-34567).
  • Purchased on Apple App Store: Due to limitations of Apple's payment system, we cannot search or locate account emails for subscriptions purchased through the App Store. If you are charged but cannot access Pro, check your active Apple ID settings or manage your subscription there.

To help us find your account, copy the template below, fill in the details of your purchase, and paste it into the contact form:

Hi Audeus Support,

I am currently being charged for Audeus Pro, but my account displays the Free plan. I believe I may have registered with a different email address. Could you please help me locate my active paid account?

Below are my subscription and billing details to help you locate my account:

(Fill this section out if you purchased directly on the Audeus website):
- Country of charge: [Insert Country, e.g., United States]
- Region or ZIP code: [Insert Region or ZIP, e.g., 90210]
- Last 4 digits of card: [Insert Last 4 digits, e.g., 1234]
- Dates and amounts of all charges: [List all transaction dates and their exact amounts from your bank statement, e.g., July 5 - $19.00, June 5 - $19.00]

(Fill this section out if you purchased through the Google Play Store):
- Google Play Order Number: [Insert the Order Number from your Google Play email receipt, e.g., GPA.1234-5678-9012-34567 or SOP.1234-5678-9012-34567..0]

Thank you,
[Your Name]