7 Days trial period can´t be cancelled.

Hi,

We are really sorry you are going through this, getting charged after trying to cancel a trial. Let us go step by step to help you get your money back.

Reconfirm where you subscribed

You mentioned it does not appear in Google Play Subscriptions, which is unusual if you initially got the trial through the Google Play Store app on your Android device. Double-check the following:

• Correct Google Account: Ensure you are logged into the exact Google account that you used when you started the CapCut Pro trial. If you have multiple Google accounts on your device, switch between them in the Google Play Store app and check the subscriptions section for each one.
• CapCut app directly: CapCut allows you to subscribe directly through the interface, bypassing the app store's subscription system. Open the CapCut app, go to your profile or account settings, and look for any information about your subscription or membership status. There might be a "Manage Subscription" or similar option there. You need to go to the "Me" section and tap on your plan details to find a "Manage" option within the CapCut app.

• Email Receipts: Search your email inboxes (including spam folders) for any emails from CapCut, Google Play, or ByteDance (the company that owns CapCut) regarding the start of your free trial or the recent charge. This will provide clues about where the subscription was managed.

1. Double-check Google play subscriptions

Even if you didn’t see it before, please double-check the following:

• Open Google Play Store.

• Tap your profile icon > Payments & subscriptions > Subscriptions.

• Look for CapCut or anything from ByteDance.

• If it's there, you should be able to cancel it now, even if you're already charged (to stop future renewals).

2. Request a refund via Google Play (if purchased through there)

If the charge happened through Google Play:

• Go to: https://play.google.com/store/account/orderhistory

• Find the CapCut charge.

• Click "Request a refund" or "Report a problem".

• Select “I didn’t mean to buy this” or “The app wasn’t what I expected”.

• Add a clear note that you couldn’t cancel the trial because there was no cancel button.

Google Play is often good about granting refunds, especially when a user tries to cancel during the trial period.

3. If it was paid via PayPal (not through Google Play)

If you paid directly through CapCut.com or CapCut desktop and used PayPal, then:

• PayPal offers Buyer Protection, and unauthorized or significantly not-as-described purchases can be grounds for a refund.

How to File a Dispute with PayPal:

1. Log in to your PayPal account.
2. Go to the Resolution Center. You can usually find a link to this in the "Help" or "Security" sections, or by searching for "Resolution Center" within your PayPal account.
3. Click "Dispute a Transaction" or "Report a problem."
4. Select the transaction corresponding to the CapCut charge.
5. Indicate the reason for the dispute. You can select options like "Unauthorized activity" (if you believe the charge was made without your consent after the trial) or "Problems with the seller's performance" / "Item not as described" (you didn't get the ability to cancel as expected).
6. Provide details of the issue. Explain that you signed up for a free trial, intended to cancel, couldn't find a way to cancel, and were subsequently charged €139. Mention your attempts to contact CapCut support without success.
7. Submit the dispute.

Once you open a dispute, PayPal will typically facilitate communication between you and the seller (CapCut). If you cannot reach a resolution through this communication, you can escalate the dispute to a claim.

PayPal will then investigate and make a decision. Note that you must escalate a dispute to a claim within 20 days of opening the dispute if it's not resolved.

Important Considerations for the PayPal Dispute:

• Be Clear and Concise: Provide all necessary details and evidence.
• Respond to Requests: Pay attention to any requests from PayPal for additional information.
• Timeline: Be aware of the timelines for responding and escalating the dispute.

4. Contact CapCut support again by documenting everything

You have already tried contacting support and the live chat. While it's frustrating they aren't responding, keep trying.

• Email Support: You mentioned writing to support. Make sure you are writing to the official email address: capcut.support@bytedance.com. Make sure you are using this official email. In your email, clearly state:
  • That you signed up for a free trial.
  • That you intended to cancel before being charged.
  • That you are unable to find a way to cancel (specifically mentioning it's not in your Google Play subscriptions if that's the case).
  • The date you were charged and the amount (€139).
  • Request a full refund as the service was not used after the trial period.
  • Include any relevant details like your CapCut user ID (if you can find it in the app) or the transaction ID from your payment method (PayPal).
• In-App Support: Check the CapCut app for a "Help," "Support," or "Contact Us" section within the settings or profile. There will be a way to submit a support ticket directly through the app.

5. Contact Google Play support

Even if the subscription isn't showing in your subscriptions list, if you know you initiated the trial through the Google Play Store, it's worth contacting Google Play support. There might be a technical glitch preventing it from displaying correctly.

How to contact Google Play support:

1. Go to the Google Play Help Center ( https://support.google.com/googleplay/ ).
2. Navigate to the "Contact Us" section. This might be at the bottom of the page or within specific help articles about billing or subscriptions.
3. Follow the prompts to explain your issue. You can request a callback, chat, or email support.
4. Explain that you were charged for a CapCut Pro subscription that you believe was initiated through Google Play, but it is not appearing in your subscriptions, preventing you from canceling. Provide the transaction details if you have them (from PayPal or an email receipt).

In Summary:

1. Verify subscription location: Rigorously check within the CapCut app and all your Google accounts in the Google Play Store for any sign of the subscription.
2. Persistence with CapCut: Continue trying to contact CapCut support via email and any in-app options, documenting your attempts.
3. Initiate PayPal dispute: Immediately open a dispute through PayPal's Resolution Center, providing detailed information about the situation. This is likely your most effective path to getting a refund if CapCut remains unresponsive.
4. Consider Google Play support: If you are certain the trial started through Google Play, contact their support as well to investigate why it's not appearing in your subscriptions.

Let us know which platform you signed up from (Android, iPhone, or CapCut desktop/web) and how you paid (Google, Apple, PayPal, card), and we can guide you even more precisely.