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Taking payments but not VPN access

Mozilla VPN Upravljaj naplatom
SUMOsJR replied
nh
nh

Hi, I'm being charged for a VPN account via a charge to my debit card, but cannot access the VPN service. Neither can I cancel the charge, as it's not a direct debit.

I don't want to sign up for charges again (which is all I'm offered when I try to login), as I would be paying double and don't know if I would get access after signing up.

What can I do?

Nick

Hi, I'm being charged for a VPN account via a charge to my debit card, but cannot access the VPN service. Neither can I cancel the charge, as it's not a direct debit. I don't want to sign up for charges again (which is all I'm offered when I try to login), as I would be paying double and don't know if I would get access after signing up. What can I do? Nick

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SUMOsJR
SUMOsJR
  • Administrator
Mozilla osoblje

Hi

Your note about "I don't want to sign up for charges again (which is all I'm offered when I try to login)", is making me think that you may not have used the email associated with your Firefox account when you originally signed up for the VPN Subscription.

This page https://vpn.mozilla.org/ is where most users sign up and then download the product. So if you are signing into that page and you are getting a prompt to pay, it's likely your original signup was on a different email.

That would be one thing to check.

Outside of that though the support team would need more details (personal info) about your account to help you resolve this problem. I am going to send you a Private Message in order to troubleshoot further.