If you believe you were charged incorrectly, follow these steps to resolve it as quickly as possible.
Step 1 — Contact AlphaNovel support firstEmail us at [email protected] before contacting your bank. In most cases we can resolve the issue faster directly, without the need for a formal dispute. Include:
- Your registered email address
- The charge amount and date
- A description of why you believe the charge is incorrect
- A screenshot of the transaction (from your bank or app store)
If the charge came through Apple or Google, it must be disputed through them directly — we cannot reverse these charges on their behalf:
- Apple: reportaproblem.apple.com
- Google Play: Google Play app → Profile → Payments & subscriptions → Budget & history
If you've contacted us and haven't received a resolution within 5 business days, you may dispute the charge with your bank. Please note:
- Initiating a chargeback without contacting us first may result in a temporary account suspension pending investigation.
- Chargebacks take longer to resolve than a direct support request.
- Fraudulent chargebacks may result in permanent account termination.
We always prefer to resolve billing issues directly and fairly — please reach out before escalating to your bank.
- Visa
- Mastercard
- American Express
- PayPal
Payments are processed by Apple using any method saved to your Apple ID: credit/debit cards, Apple Pay, or Apple ID balance.
Android (Google Play)Payments are processed by Google Play using any method saved to your Google account: credit/debit cards, Google Pay, or Google Play balance.
Important notes- AlphaNovel does not store your card details — all payments are processed securely by our payment partners.
- Prices are shown in your local currency where supported. The final amount charged may vary slightly due to exchange rates or bank fees.
- Prepaid cards may not be accepted on all platforms.
See My payment failed for troubleshooting steps, or contact us at [email protected].
If your payment was declined or didn't go through, here are the most common causes and how to fix them.
Check your card details- Card number, expiry date, and CVV are entered correctly
- The billing address matches your bank records
- The card is not expired
- Online payments — confirm your card is enabled for online and international transactions (check with your bank or card app)
- Spending limits — some cards have daily or monthly limits; check you haven't exceeded them
- Sufficient funds — ensure your account has enough balance or credit
AlphaNovel accepts Visa, Mastercard, American Express, and PayPal (on web). If one method fails, try another.
Platform-specific tips- iOS — update your Apple ID payment method in Settings → your name → Payment & Shipping
- Android — update your payment method in Google Play → Payment methods
- Huawei devices — use the web platform if App Gallery payments are unavailable in your region
Contact us at [email protected] with the error message shown and the payment method you tried. We'll help identify the issue.
- Check your purchase history — go to your app store (iOS/Android) or bank statement and confirm the number of charges and amounts.
- Check for multiple subscriptions — if you subscribed on more than one platform, you may be paying for two separate subscriptions. Cancel any duplicates immediately.
- Check for auto-renewal — a charge you don't recognise may be a subscription renewal. Check your active subscriptions in your app store or account settings.
Contact our support team at [email protected] with:
- Your registered email address
- The date(s) and amount(s) of the charges
- Screenshots of your bank or app store transaction history showing both charges
Our team will investigate and process a refund for any confirmed duplicate charge.
App Store or Google Play chargesFor purchases made through iOS or Android, refunds must be requested through Apple or Google directly — AlphaNovel cannot reverse App Store or Google Play charges. See Refund and money-back policy for links and steps.
Disputing a charge with your bankPlease contact us before initiating a chargeback with your bank. We can usually resolve billing issues faster directly, and chargebacks can result in your account being suspended pending investigation.