Billing support
Billing support for Empire transactions
Choose the type of assistance you need. Each support path explains what information can help us review the request.
Unrecognized transaction
Help identifying a charge you do not recognize.
Information to gather: Statement description, date, amount, currency, last four digits.
Receipt or invoice
Request available billing documentation for a transaction.
Information to gather: Transaction date, amount, statement description, email possibly used.
Subscription or renewal
Ask about a recurring charge or scheduled renewal.
Information to gather: Original signup email, renewal date, amount.
Cancellation assistance
Understand how a cancellation may be processed.
Information to gather: Contact email, transaction reference or renewal date.
Refund review
Submit a refund review request for individual consideration.
Information to gather: Transaction details, brief explanation, redacted supporting document.
Duplicate charge
Report a possible duplicate payment.
Information to gather: Dates and amounts of both charges, statement descriptions.
Incorrect amount
Ask for a review of the amount shown on your statement.
Information to gather: Expected amount, charged amount, currency.
Pending transaction
Understand a pending charge on your statement.
Information to gather: Date pending, amount, statement description.
Missing refund
Ask about an approved or expected refund.
Information to gather: Approval or expected date, original transaction reference.
Other billing concern
Anything else related to an Empire charge.
Information to gather: Any transaction details you can share.
Before you submit
- Confirm the transaction date
- Confirm the amount and currency
- Check whether the charge is pending or completed
- Search email receipts
- Review subscriptions and renewals
- Ask authorized users
- Prepare redacted supporting documents