Why Have I Been Charged?

Receiving an unexpected charge can be confusing. This article explains the common reasons behind charges associated with your 10Web account and how to address them.

First checks

1. Verify multiple accounts or workspaces: If you have more than one 10Web account, charges may appear on your credit card from different accounts, making it seem like duplicate charges.
2. Check associated email accounts: Search all email accounts you might have used to register with 10Web for notifications or emails.
3. Review account invoices: Log into your account dashboard to review all charges and invoices. If you notice a duplicate charge on the same day, contact Customer Care for support.

How 10Web charges appear on statements

10Web charges may look different based on your payment method:

• Credit card payments: Processed via Stripe, appearing as 10WEB.IO, US.
• PayPal payments: Appear as PAYPAL*TENWEB INC, US.

Common charges

Subscription renewal

10Web charges subscription plan fees automatically upon renewal. There are two models:

• Monthly subscription: Charged monthly on the same date as your initial payment.
• Annual subscription: Paid upfront for a year and automatically renewed annually on the same date.

You can switch to an annual or monthly payment schedule at any time by contacting customer support. Please reach out to us via live chat or support@10web.io, and we will be happy to help.

Free trial expiration

We provide a 7-day free trial to help you evaluate our services without any charges. You can freely cancel your subscription during this trial period from your Subscription Plan tab in your 10Werb Workspace.

• The 7-day free trial automatically upgrades to a paid subscription unless cancelled within the trial period.
• Modifying any paid plan features/inclusions during your free trial (e.g. disabling “Site Lock” and/or obtaining a domain, Websites, CDN, etc), ends the trial immediately, upgrading to a paid plan and charging your payment method.

Add-ons

Additional features, such as extra hosted site slots or Cloudflare Enterprise CDNs, are billed as add-ons to your plan. Review these in your Workspace Subscription Plan tab. To remove add-ons, you purchased earlier, contact Customer Care.

Plan resource overages

Charges may apply for exceeding resource limits (e.g., visitors, CDN bandwidth, storage) included in your plan. For more details, refer to the dedicated overages article.

Workspace payment methods

Workspace Owners and Admin users can manage the payment methods used for 10Web subscriptions. Use Workspace Settings to add, delete, or set a primary payment method for future charges.

Timeframe of the charges

Charges might appear slightly earlier or later than the scheduled billing date depending on payment processing:

• Credit card payments: Processed at 12:00 UTC.
• PayPal payments: Processed between 10:00 and 14:00 UTC.

Time zone differences might cause a one-day discrepancy in your statement.

What if I can’t identify a charge?

If you still cannot identify a charge, contact Customer Care via live chat or at support@10web.io with the following information:

• For credit card payments: Provide the payment date, amount, last four digits, and expiration date of your card.
• For PayPal payments: Share the payment date, amount, PayPal email, and transaction ID.

To find your PayPal transaction ID:

1. Log into your PayPal account.
2. Click Activity > All Transactions to view your activity.
3. Locate the transaction and click it for details, including the transaction ID.

What if there’s an unauthorized payment?

If you believe your stored payment methods have been used to make an unauthorized purchase, please contact customer care to report an unauthorized payment. We will begin an investigation and, if appropriate, take immediate steps to reverse any unauthorized charges and prevent any future occurrences by canceling the subscription.