Manage Subscription

How to change, pause, cancel, and reconcile your Alphio subscription.

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How to upgrade or downgrade? Both happen on the subscription page at /account/subscription-and-billing:

• Upgrade — generally takes effect immediately. The upgrade confirmation step shows the prorated charge and the immediate Credits / feature changes for your account.
• Downgrade — takes effect at next renewal. Your current cycle continues at the tier you already paid for, then drops to the lower tier on the next renewal date.

For mobile (Apple IAP / Google IAP) subscriptions, the upgrade / downgrade flow may route you through the App Store or Play Store subscription management screen — that's the platform's normal pattern.

How to cancel? Cancellation stops auto-renewal. Open /account/subscription-and-billing and choose Cancel:

• Web subscriptions — cancellation is processed by Alphio. Confirmation appears in-app and via email.
• Apple IAP — cancel through Settings → Apple ID → Subscriptions → Alphio (Apple's subscription management is the source of truth).
• Google IAP — cancel through Play Store → Account → Subscriptions → Alphio.

After cancellation, you keep the current tier until the cycle ends; on the next renewal date, the account drops to Free. Unused Monthly Credits at cycle end are forfeited per the Credits expiry policy.

How to pause / resume?

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A native pause-and-resume option (vs full cancel-and-resubscribe) is being evaluated and may not be available on every account today. The current options on /account/subscription-and-billing are the authoritative set for your account.

If pause is unavailable, the practical workaround is to cancel before the next renewal (you keep the tier until cycle end), then resubscribe when you want the tier back. This loses no entitlement during the paid window.

Refund policy.

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The formal refund policy is being finalized. As a general guideline:

• Subscriptions are typically non-refundable once the cycle has started. Apple IAP refunds are processed by Apple, not Alphio; Google IAP refunds are processed by Google.
• Custom Credits may be reversed within 24 hours of purchase if they have not been spent. Once Credits are consumed, they are not reversible.

Contact support with your order ID to request a review. The team handles refund requests case-by-case under the current guidance.

I'm being charged twice. Double-charging is rare but the cause is usually identifiable:

• Two purchase attempts close together — the second tap may have created a second subscription if the first was still settling. Check /account/subscription-and-billing and the App Store / Play Store / card statement for two active subscriptions.
• One web subscription + one IAP subscription on the same account — these are separate entitlements, both billing independently.
• Different account, same payment method — a second account using the same card / IAP ID is billing in parallel. Check whether the duplicate charge is on a different account email.

To resolve:

• Cancel the duplicate immediately (the newer one, typically) so it doesn't renew again.
• For the already-charged duplicate, contact support with both order IDs and the date / amount of each charge. The team can process a refund of the duplicate cycle when the cause is confirmed.