Troubleshooting Double Charges on Your Angel Account

If you see two charges on your account, we're sorry for the confusion. In most cases, this happens because of a duplicate Guild Membership signup on a different platform, a theater ticket purchase that was retried after a failed or pending attempt, or a previous billing issue that was not fully resolved. The fastest way for us to help is for you to send us a screenshot of the charges so we can take a closer look.

Common double charge scenarios

The most common reports we see are:

• Guild Membership charges that appear twice because the customer signed up more than once, often through different platforms such as Roku, Samsung, Google Play, Apple/App Store, or directly on Angel.com
• Theater ticket purchases that looked like they failed or stayed pending
   

Guild Membership double charges

If you have a Guild Membership and you see two charges, please check which platform or app store you used to sign up. Duplicate billing often happens when a customer creates more than one active subscription, such as one through Angel.com and another through Roku, Samsung, Google Play, or Apple/App Store.

Please review your subscription history in each place you may have signed up. If you are not sure where the membership was created, send us a screenshot of both charges and let us know which platform you used. That helps us locate the subscriptions faster.
 

Apple Auth / Private Relay

If you signed up through Apple or the App Store, note that Apple's Private Relay feature can mask your real email address with a randomly generated one (for example, abc123@privaterelay.appleid.com). This means your membership may be linked to that relay address rather than the email you normally use, which can make it appear as though no membership exists on your account. To confirm, check your Apple ID settings under "Sign in with Apple," or send us the confirmation email from your original Apple purchase, along with any other email addresses that may have been used, so we can locate the correct account.

Theater ticket double charges

If your double charge is for theater tickets, the most common cause is that the first purchase attempt did not fully go through, showed as pending, or appeared to fail, so the tickets were booked again. In these cases, one charge may still be pending while the other is the completed ticket purchase.

If the payment was uncaptured or still pending, it should usually drop off within 5 to 7 business days. If you need to rebook tickets, please do so at angel.com/tickets.

If both ticket charges posted, send us a screenshot of the charges and your order details so we can investigate and help with the next steps.

If you were previously refunded or had a charge removed but are still being billed twice on the next cycle, please send a screenshot of the current charges along with your account email so we can review the billing history.

What to send to support

To help us investigate quickly, please send:

• A screenshot of the charges
• The email address on your account, and any other email addresses that may have been used
• The date and amount of each charge
• Any order number, invoice number, or transaction ID
• The platform or app store you used to sign up, if this is a Guild Membership issue

Need help now?

If you think you were charged twice, please contact us and include a screenshot of the charges. That is the fastest way for us to find the transaction and help you resolve it.