Two charges or an unfamiliar charge from Bookly

Most often it’s a separate payment for extra Team seats, a top-up for moving to a higher plan, or a payment that is still processing. Check it in “Plans & Billing” → “Payments & documents”; if you really were charged twice, write to us and we’ll refund it.

How to check

1. Open “Settings” → “Plans & Billing” → “Payments & documents” → “View”.
2. Find the payment with the same date and amount as in your bank. The “What” column says what it was for: the plan and period, “Change to {plan}”, “Seats” or “SMS pack”.
3. If there’s no such payment in the list, compare the charge with the reasons below.

Team seats are a separate payment

A new seat is first paid separately, for the rest of the current month. And on a yearly Team plan, seats are billed every month as a separate payment, not together with the plan. In the list, such payments say “Seats”. More in Paying for extra Team seats.

A top-up for a higher plan

Moving to a higher plan is a separate payment for the days left until the end of the period. In the list it says “Change to {plan}”.

“Payment is processing”

After paying you may have seen “Your payment is processing — we will email you.” It means the payment provider hasn’t answered yet. Bookly checks with the provider itself and emails you the result. Don’t pay again: while the previous payment is processing, a new one won’t start — “The previous payment is still processing. Wait a minute.” The payment appears in “Payments & documents” once the provider answers.

I was charged earlier than I expected

Autopay charges 2 hours before the paid period ends, so your bank may date it a day earlier.

How a payment is named on the payment page and the receipt

Payments are always named in Ukrainian:

• “Bookly {plan} — підписка на 1 місяць” or “на 1 рік” (a subscription for 1 month or 1 year) with the period dates, plus “автопродовження” (auto-renewal) for autopay: a plan payment.
• “Bookly {plan}: перехід на тариф до кінця періоду” — a top-up for a higher plan until the end of the period.
• “Bookly {plan}: додаткові місця × N до кінця місяця” — new seats paid for the rest of the month.
• “Bookly {plan}: додаткові місця × N, 1 місяць” (in the first plan payment, “Bookly {plan}: додаткові місця, 1 місяць”) — seats for a month: on a yearly Team plan it’s a separate payment, on a monthly one a separate line on the receipt together with the plan.
• “SMS-пакет Bookly, N SMS” — an SMS pack.
• “Bookly: перевірка картки, кошти повертаються одразу” — a card check, refunded at once.

I was charged 1 ₴ and it came straight back

That’s a card check, not a payment, so it isn’t listed in “Payments & documents”. It only happens when a payment provider checks a new card by charging 1 ₴ and giving it back at once; plata by mono and WayForPay don’t check cards that way.

If you really were charged twice

We refund a double or mistaken charge in full. Email support@bookly.me — ideally from your account’s email — with the date and amount of both payments. Write any time — we reply during working hours. How refunds work is in Refunds for your Bookly plan.

Related articles

• Refunds for your Bookly plan
• Payments and documents: receipts for your Bookly plan
• Paying for extra Team seats