If you’ve spotted a Crumb charge you don’t recognize, don’t worry. We’ll help you find out where it came from and sort it out. First though, please check your invoices to make sure this charge, charges didn't come from your own account. Help Center Article: Find my invoices.
If the charge came from your own account, Click Here to find out what you should do! Otherwise, please read on.
Why this usually happens
Most unknown charges result from a Crumb tag that was set up using your card by someone else. For example:
- You bought a Crumb tag as a gift for a friend or family member, and they later upgraded to Premium. Your card was still saved from the original order, so the upgrade was charged to it.
- You share a pet with someone, like a partner, family member or roommate, and they used your card to set up or upgrade their account.
If either of these sounds familiar, that’s most likely the answer. We recommend speaking with the account holder!
What to do
If you're unable to identify the source of the charge, contacting us is usually the fastest way to resolve this. Email us at support@crumb.pet and include:
- A screenshot of one or more of the charges from your bank, card or PayPal app
- Your payment method (for example Visa, Mastercard, Apple Pay, Google Pay or PayPal)
- The last 4 digits of your card (skip this if you paid with PayPal)
- If you paid with Apple Pay, Google Pay or PayPal, the email address on that account
Never send us your full card number, expiry date or security code. We will never ask for these.
What happens next
Once we have your details, we’ll trace exactly where the charge, or charges came from, and remove your card from the account so you won’t be charged again. If applicable, we will review the charge's eligibility for refund.