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Answers to common billing questions
Search articles or browse by category. Each article includes practical steps and related resources.
25 articles
Recognizing charges
Why Empire appears on your statement
Empire is a centralized billing name that may be linked to a purchase, subscription, or other authorized transaction.
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Common Empire statement description formats
The billing identity appears on statements as Empire Bill or Empire Payments.
Read articleRecognizing charges
How to identify an unfamiliar transaction
Compare the date, amount, currency, statement description, and last four digits against your records.
Read articleRecognizing charges
Information needed to locate a transaction
Transaction date, amount, currency, statement description, last four digits, and email possibly used.
Read articleReceipts and invoices
How to request a receipt
Provide the transaction details through the billing inquiry form and note that you would like a receipt.
Read articleReceipts and invoices
How to request an invoice
Invoices may be provided when supporting information matches available records.
Read articleSubscriptions
How subscriptions appear
Recurring charges typically match the original signup amount unless the plan or currency changed.
Read articleSubscriptions
How renewals appear
Renewals may be dated by the billing cycle rather than the original purchase date.
Read articleCancellations
How to request cancellation assistance
Submit a cancellation assistance request and include the applicable transaction reference.
Read articleRefund reviews
How refund reviews work
Refund reviews are handled individually and depend on the terms associated with the transaction.
Read articleRefund processing
Why an approved refund may not appear immediately
Posting times depend on the payment method and the financial institution.
Read articlePending transactions
Pending and completed transactions
Pending transactions may not have finalized. Descriptions can change once the charge posts.
Read articleDuplicate charges
How to report a duplicate charge
Provide both transaction dates and amounts along with the statement descriptions.
Read articleRecognizing charges
What to do when an amount appears incorrect
Share the expected and charged amounts, currency, and any supporting documentation.
Read articleRecognizing charges
How currency conversion affects the displayed amount
Conversions applied by your bank can cause the displayed amount to differ from the original amount.
Read articleRecognizing charges
Purchases made by authorized users
Authorized users on your account may complete transactions that appear on your statement.
Read articleSecurity
How to redact a supporting document
Remove unrelated transactions, balances, complete card numbers, and other unnecessary information.
Read articleSecurity
How official Empire emails appear
Official messages use the empire-payments.com domain and reference a valid case number.
Read articleSecurity
How to report suspicious communication
Use the suspicious communication report form on the security page.
Read articleContacting support
When to contact your financial institution
You may contact your bank at any time. Starting with Empire may help identify the transaction quickly.
Read articleContacting support
How to follow up using a case reference
Provide the case reference and your contact email when following up.
Read articlePending transactions
Why a transaction may remain pending
Some transactions remain pending until the merchant finalizes or releases the authorization.
Read articleRefund processing
Why a reversed transaction may still appear
Reversed transactions may remain visible on your statement until the reversal fully posts.
Read articleContacting support
How to update an existing inquiry
Reply to the confirmation email or submit a new request that references your case number.
Read articleContacting support
How to check a support case
Use the case status page with your case reference and the contact email you provided.
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Still need help?
Open a billing inquiry and our team will follow up by email.