In this article, you'll find how to check your Pinwheel billing, spot duplicate or incorrect subscription charges, and get them fixed. If you're seeing an unexpected charge, don't worry, there are a few quick checks you can do first, then Pinwheel Customer Care can help with any correction.
How do I check whether a charge is actually incorrect?
The fastest place to start is your Caregiver Portal. This helps you confirm whether the charge matches an active subscription, a plan change, or a duplicate account.
- Sign in to your Caregiver Portal at caregiver.pinwheel.com.
- Go to Settings > My Account > Scroll down to Subscriptions.
- Check how many active subscriptions are listed.
- Match each subscription to the device or child account it belongs to.
- Review your recent billing history and compare the charge date and amount.
- Check your billing email for receipts or confirmation emails.
A charge is usually worth reviewing if:
- You see more subscriptions than devices or child accounts.
- You were billed after canceling.
- You expected a monthly plan but were charged for a different plan.
- You see a new charge that doesn't match your billing history.
- You used more than one email address with Pinwheel.
Why am I seeing duplicate subscription charges?
Duplicate charges usually happen when there are two active subscriptions on the account, or when subscriptions were created under different billing emails. This can also happen when replacing a phone, adding a child by mistake, or checking out with a second subscription attached.
Common reasons duplicates happen
- A new phone was purchased under a different email.
- A second subscription was added during checkout for a replacement phone.
- A duplicate child or account was created.
How do I fix duplicate subscriptions?
If you find duplicates, Pinwheel Customer Care can remove or merge them.
Have these details ready:
- Your full name
- Your billing email, or both emails if you used more than one
- The last four digits of the card on file
- A screenshot of the duplicate subscriptions or charges
Ask Customer Care to:
- Merge duplicate subscriptions, if the issue is tied to multiple emails
- Remove the extra subscription, if you have more subscriptions than your total child account.
After the correction is made, you should see only the active subscription moving forward.
What if the charge amount looks wrong or unexpected?
If the amount doesn't look right, first confirm whether the charge matches your current subscription type or a recent plan change. Unexpected totals can also come from taxes, fees shown at checkout, or a different subscription term than you expected.
Review the charge details
- Sign in to your account.
- Open the billing or subscription section.
- Confirm the subscription type shown on the account.
- Review your billing statement for the exact amount and date.
- If the issue happened at checkout, check whether any promo code was entered correctly.
Why am I still being charged after canceling?
If you canceled and still see a charge, the first step is to confirm whether the subscription is still active in your account. You should not be charged after cancellation beyond the current billing cycle.
Verify your cancellation status
- Sign in to your Caregiver Portal or Pinwheel account.
- Go to the Subscription section of your My Account page.
- Check whether the subscription still shows as active.
- Look for a cancellation confirmation email.
Check for a second account
A common reason for post-cancellation charges is a duplicate account under another email.
Review:
- Any other email addresses you or another caregiver used with Pinwheel
- Whether a second subscription is still active under that email
- Whether the payment method is still linked to another active subscription
If you were charged after canceling
Gather:
- Your full name
- Billing email
- The last four digits of the card on file
- A screenshot of the charge
Then contact Pinwheel Customer Care and request a billing review.
For related reading on canceling a subscription, see How do I cancel my subscription and remove Pinwheel from my phone?.
If you're looking for general information about Pinwheel subscriptions and what they include, see FAQ, Pinwheel.
If you continue to run into issues, contact Pinwheel Customer Care.
For further assistance, you may contact Pinwheel Customer Care. You can also call us at (888) 903-7977. We are available every day, from 7AM to 9PM Central time.