Unreal still bills me with cancelled subscription


I cancelled my subscription yesterday, one day before the billing date, but today unreal have billed me and my bank account has gone overdrawn(i did email for a refund). Now it says my account is expired, but it states that i have payed today, although I have emailed for support i’m posting here to report this bug.

Hope you get this fixed asap,

Screenshot of my dashboard:

Screenshot of my cancellation email and billing email:

Hi Conno,

I just spoke with our billing team and they are still working through the tickets that came in last night. I let them know your email address and that your issue is urgent, so it will be escalated to be resolved. I am terribly sorry for the inconvenience that this has caused you, please let me know if this is not rectified within a few hours.

Thank you!

Hi ,

Billing support has got back to me and they have resolved everything, thank you for the assistance :slight_smile:


I’m primarily posting here since support hasn’t helped me (or even responded to my emails), and since this is a repeated issue.

I had the same issue in July, where I cancelled the day before but it still charged me. I sent an email to support (billing@unrealengine.com) requesting a refund and a guarantee that I wouldn’t be charged again unless I resubscribed. I received the refund, and I figured it was over.

However, in August, I got billed again, though I hadn’t even logged in since they sent me the refund (the last time I’d logged it I ensured it said “cancelled”). I sent an email on 8/13/14, right after being billed, requesting a refund again, and a true guarantee that I wouldn’t be billed again. I was on vacation for awhile, but I figured I’d get an email before I returned. On 9/5/14 I still hadn’t received a response, so I forwarded my 8/13 email and requested the same thing. As of today (9/8/14) I still haven’t heard from support, though it’s been almost a month since I first emailed them. I will be speaking with my bank tomorrow to see if I can ensure I’m never charged by Unreal again, since, at least at this time, it won’t truly cancel my subscription, nor will Unreal provide the refund.

Summary of events:

  • 6/14/14 - Purchased Unreal subscription
  • 7/13/14 (mid-day) - Cancelled Unreal subscription
  • 7/13/14 (night) - Unreal charged me and renewed my subscription
  • 7/13/14 (night) - Sent email to billing@unrealengine.com requesting a refund and guarantee of no future billing (unless I resubscribed).
  • 7/16/14 - Received refund
  • 8/13/14 - Unreal billed me again and renewed my subscription
  • 8/13/14 - Sent email requesting refund and guarantee of no future billing (again)
  • 9/5/14 - No reply from Unreal yet, sent another email asking the same thing
  • 9/8/14 - Posting here
  • 9/9/14 - Will be speaking with bank to ensure I’m never charged by Unreal again.

Hi tsolron,

I have contacted our billing department and let them know that this is still occurring. You will be contacted shortly. We will get it fixed as quickly as possible.


  • 9/9/14 - I spoke with my bank, but there would have been a $35 cost to block charges by Unreal for six months, so I decided to hold off on that for now.
  • As of today (9/24/14) I haven’t been billed by Unreal again, so I believe it’s truly been cancelled.
  • Despite the billing being cancelled, I was never contacted by Unreal support regarding my refund / cancellation request on 8/13/14.