How to request help with an unrecognized charge

If you do not recognize a charge, gather the transaction details before contacting support. This helps to quickly identify the community, plan, and payment status.

If you are a subscriber

1. Look for purchase, renewal, or access messages related to Ginastee and the community.

2. Open the Ginastee app, log in with the email used for the purchase, and see if any community has been recently unlocked.

3. Go to the Ginastee Help Center and provide the purchase email, date, amount, name displayed on the statement, and the last 4 digits of the card, if applicable.

If you are an owner or admin

1. Go to Banking > Billing history.

2. Use the search by email or name. Adjust the Status, Community, and Date filters if necessary.

3. Click on the charge or the subscriber to access the member's page and review Billing History and Subscriptions.

4. Check if the charge is paid, pending, refunded, or related to a chargeback before guiding the customer.