What to do if…
you see app subscriptions or in-app purchases you did not start

What to do now

1. Capture the evidence first. Screenshot the subscription list, purchase history, receipt emails, phone bill entry, and bank or card statement entry. Note the app or service name, amount, date, order ID, and which account appears to have been used.
2. Check what the charge is labelled as.
   • Apple charges may appear as apple.com/bill.
   • Google Play charges may appear as GOOGLE*App developer name, GOOGLE*App name, or GOOGLE*Content type.
   • If the wording does not match Apple or Google’s usual formats, contact the payment provider directly.
3. Check the account that is being billed.
   • For Apple, check the Apple Account shown on the receipt and check Family Sharing purchases if you are the family organiser.
   • For Google Play, make sure you are signed in to the Google Account that has the subscription, and switch accounts if the subscription is not visible.
   • If the charge is on a mobile bill, check whether carrier billing is enabled.
4. Cancel any subscription you did not start.
   • iPhone or iPad: Settings → your name → Subscriptions → select the subscription → Cancel Subscription.
   • Android: open the Google Play app or Google Play subscriptions page while signed in to the Google Account that has the subscription → select the subscription → Cancel subscription → follow the instructions.
   • If there is no cancel button or the subscription already shows as cancelled, write that down and move to refund and payment-provider steps.
5. Request help or a refund through the platform.
   • Apple: use reportaproblem.apple.com to request a refund or identify the purchase.
   • Google Play: use the Google Play refund flow. If the purchase was not made by you or anyone you know, use Google Play’s route for charges you do not recognise. Google says it can usually only take action on credit card, debit card, or PayPal unauthorised transactions within 120 days, and on mobile operator billing transactions within 60 days.
6. Secure the account that was used.
   • Change the Apple Account or Google Account password to a new, unique password.
   • Turn on two-factor authentication if it is not already on.
   • Review signed-in devices and sign out any you do not recognise.
   • Check purchase approval, purchase verification, Family Sharing, parental controls, and shared-device settings where relevant.
7. Contact the payment provider if money has left your account or bill.
   • Contact your bank, card provider, PayPal, or mobile network using a known route, such as the number on the back of the card, the provider’s official website, the provider’s app, or 159 for many UK banks.
   • Say these are payments you do not recognise and ask what they need from you. They may advise replacing the card, blocking a merchant or recurring payment, or starting a dispute.
   • If it is carrier billing, ask the mobile network whether third-party or premium billing can be blocked or disabled.
8. Report fraud if you believe this is fraud or cyber crime.
   • In England, Wales, and Northern Ireland, report fraud and cyber crime through Report Fraud.
   • In Scotland, report fraud and financial crime to Police Scotland by calling 101.
9. Keep a simple record. Write down what you cancelled, refund requests submitted, passwords changed, two-factor authentication status, payment-provider reference numbers, and any fraud report reference.