Skip to main content
All CollectionsHelp
I don’t recognize a payment reflected in my account
I don’t recognize a payment reflected in my account

Our type or charges are named: ēllu or ēllu Subscription

Miguel avatar
Written by Miguel
Updated over 2 months ago

What to do if you receive a payment notification you don't recognize?

If you have received a payment notification in your account that you do not recognize, we recommend following these steps:

  1. Verify the payment information: Check the details of the payment, including the date, amount, and description of the transaction. Ensure that it was not an error or a payment made by someone else in your environment (such as a family member). Also, keep in mind that there are only two types of charges in ēllu:

    • ēllu Subscription: Payment for a subscription to ēllu.

    • ēllu: Payment related to the purchase of accessories in our store.

  2. Confirm any recent transactions: Make sure that you have not made a recent transaction that could correspond to the reflected payment.

  3. Contact our team: If after reviewing the information you still do not recognize the payment, please contact us as soon as possible. Our team will review the transaction and take the necessary steps to correct any errors.

You can reach us through the chat found in the app or by sending an email to ayuda@ellu.app.

For more information about ēllu, visit our website at www.ellu.app.

Did this answer your question?