If you've noticed more than one charge from Digital Shift on your statement, or a charge that looks different than expected, you're in the right place. This page covers the most common billing questions we receive and is designed to help you quickly understand what you're seeing before reaching out to our team.

We take billing accuracy seriously. Every charge on your account is tied to a specific service period, linked to an active account, and processed against an authorized payment method on file, all in accordance with the terms and conditions you agreed to when registering for your program. If something still doesn't look right after reviewing the information below, our team is always available to help.

Quick Summary: If you see more than one charge in a month, it is most likely a payment from a previous month that was delayed and retried. If the amount looks different, it may be related to a recent plan change or add-on. If you were charged after a cancellation request, our 30-day notice policy applies. Review the checklist below to identify your situation, then read the section that applies to you.

Start Here: Review This Before Reaching Out

We know that an unexpected charge can raise questions, and we want to make sure you have everything you need to get clarity fast. Work through the questions below to identify what you're seeing, then jump to the section that matches your situation.

  • Is there a month where you did not see a charge from Digital Shift?

  • Did you recently update your credit card or experience a declined payment?

  • Did your plan change recently, or were any add-ons added to your account?

  • Did you submit a cancellation or change request within the last 30 days?

  • Does the total number of charges match the number of months you have been on your plan?

You can also log into your billing portal at any time to review your full charge history and download receipts: Where Can I Find Copies of My Payment Receipts?

If any of the above applies, the sections below will walk you through exactly what you're seeing. If you've reviewed everything and still have questions, please reach out and we'll be happy to walk through your account with you.

How Our Billing Works

Your Digital Shift plan renews on a set date each month. On that date, our system automatically attempts to process your payment as outlined in the terms and conditions you agreed to at signup.

Most payments go through without any issues. However, there are situations where a payment cannot be collected on the scheduled date, including:

  • Insufficient funds or a temporary hold on your card

  • An expired or recently updated credit card

  • A temporary issue with your bank or card provider

When this happens, our system will automatically retry the payment after a set number of days. This retry process is a standard part of our billing policy and is in place to keep your service active and uninterrupted.

Why You Might See Two or More Charges in One Month

If a payment from a previous month was not successfully collected on its original due date, our system will retry and collect it in the following billing cycle. This means a missed charge from one month may be processed alongside your current month's regular charge, resulting in two charges appearing within the same statement period.

Here's a simple example:

Your plan renews on the 30th of each month. On December 30th, our system attempts to collect your December payment, but the charge does not go through. Our system automatically retries, and the December payment is successfully collected in January. Your regular January payment also processes that same month, so you will see two charges in January: one for December and one for January.

Each charge on your account corresponds to a specific month of service. We recommend reviewing your previous months' statements to confirm whether a charge was missed or delayed before reaching out. In most cases, this quick review will clear things up.

I Noticed a Charge That Looks Like a Different Amount Than Usual

If you see a charge that appears higher or lower than your standard monthly amount, we recommend checking your account for any recent changes before reaching out.

Common reasons the charge amount may differ include:

  • A plan upgrade or downgrade that took effect in the current billing cycle

  • A one-time add-on or additional service that was added to your account

  • A prorated charge related to a mid-cycle account change

You can review your full billing history and receipts at any time through your billing portal: Where Can I Find Copies of My Payment Receipts?. If you made or requested a change to your plan recently, that is most likely the reason for the difference. All charge amounts are processed in accordance with the terms and conditions agreed to at signup.

I Was Charged After Submitting a Cancellation Request

We understand that a charge after submitting a cancellation request can be unexpected, and we want to make sure you have a clear explanation.

Our programs require a minimum 30-day notice for any account changes, including upgrades, downgrades, and cancellations. This policy is outlined in the terms and conditions agreed to upon completion of your program registration form.

The nature of the work we do means our team is always working ahead of schedule on your behalf. The 30-day notice period allows us to process your final billing, complete any outstanding deliverables, and properly close out your account. A charge processed after receiving your cancellation notice is not an error. It is the final charge associated with your active service period and is consistent with the cancellation terms you agreed to at signup.

If you have questions about how account changes are handled or what to expect during the notice period, this resource has more detail: Account Change Notifications

Our Commitment to You

Every charge on your account is documented, tied to a specific service period, linked to an active account, and processed against an authorized payment method on file, all in line with the terms and conditions agreed to at signup.

If you believe there is an error on your account after reviewing the information above, please contact our team right away. Billing questions are always escalated and responded to within one business day. Reach us by emailing support@digitalshiftmedia.com and we will make sure your concern is reviewed and addressed promptly.

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