Why does my charge look different than expected?
The situations below cover the large majority of billing questions we receive. Reading through takes about two minutes and usually gets to the answer faster than waiting for a reply.
I expected a monthly charge — why was I billed so much at once?
Guardio offers both monthly and annual plans. Annual plans are advertised with a monthly equivalent price (for example, "from $9.99/month") — but that price reflects the per-month cost when billed annually, meaning the full year is charged in a single upfront payment. If you see a charge of $119.88 or another large lump-sum amount, this is your annual subscription, not a billing error.
You may see two separate charges if you upgraded your plan during sign-up. If you selected a base plan and then accepted an upgrade offer during the activation process, each is billed separately. Both charges are legitimate — but if you upgraded by mistake, contact us within 3 days at support@guard.io
The plan type, billing frequency, and total amount due are shown at checkout before payment is confirmed. You can review your subscription details anytime from your Guardio Membership Page or in the Guardio app under Profile → Subscription.
If you intended to choose monthly and selected annual by mistake, contact us within 3 days of the charge at support@guard.io and our team will review your case.
I canceled, but I was still charged
This is one of the most common billing questions we receive, and it almost always comes down to one of the following:
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You may have created more than one Guardio account. If you signed up more than once — for example, once with an email and once with Apple or Google — each account is billed independently. Canceling one does not cancel the other. Email support@guard.io with any email, phone number, or PayPal address that might be linked to a Guardio account and we'll check for duplicates.
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The cancellation applied to a different account. If you signed up using "Sign in with Apple," a PayPal email, or a different email address than the one you're currently checking, your cancellation may have gone through on a separate Guardio account — leaving the billing account still active. Email support@guard.io with the email, phone number, or PayPal address linked to the charge and we'll locate the right account.
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Uninstalling the app or extension does not cancel billing. Deleting the Guardio app or browser extension stops the software from running but does not stop your subscription. Cancellation must be done through your Guardio account settings — or through Apple or Google directly if you subscribed via those platforms.
- The cancellation confirmation email mentioning a future date is not a new charge. When you cancel, your paid coverage runs through the end of the period you already paid for. You will not be charged again after that date.
I don't recognize this charge — I never signed up for Guardio
An unrecognized charge is understandably alarming. Before concluding it is unauthorized, the most common explanations are:
- A family member or someone with access to your device or payment method signed up.
- You signed up using a different email address, phone number, Apple ID, or PayPal account than the one you are currently checking.
- If you used Apple's "Sign in with Apple" with the Hide My Email option, the subscription may be linked to a private relay address — it would not appear under your regular email. Follow these steps to find your Guardio account linked to an Apple ID.
- You may have signed up and forgotten, especially if some time has passed since the original purchase.
If none of these apply, email support@guard.io with the charge amount, date, and the last four digits of the card that was charged or your PayPal email. We will investigate and get back to you.
Guardio's billing policy
Guardio offers a 3-day window from the date of charge to request a billing review. If you contact us within that window, our team will review your situation and work with you toward a resolution.
How to reach us — by billing channel
Where you get support depends on how you originally subscribed.
Subscribed through the Apple App Store Apple manages all billing for App Store subscriptions. Guardio cannot modify or adjust Apple-managed charges — all billing questions must go through Apple directly. Manage your Apple subscription: https://support.apple.com/en-us/118223
Subscribed through Google Play Google manages billing for Google Play subscriptions. Manage your Google Play subscription: https://support.google.com/googleplay/workflow/9813244?hl=en
Subscribed directly on Guardio's website Email our team from your Guardio dashboard (app.guard.io) or directly at support@guard.io. We're available 24/7.
To help us find your account quickly, include: the email address or phone number you used to sign up, how you paid (credit card, PayPal, Apple, or Google), and a brief description of the charge.