Refunds and Billing Questions
Have a question about a charge, need a refund, or confused about your billing? This guide explains how Motra billing works and how to resolve common issues.
How Motra Billing Works
All Motra subscriptions are processed through the Apple App Store (iOS). This means:
Apple charges you, not Motra directly
Apple handles refunds — Motra cannot issue refunds or modify your billing
Charges appear on your statement from Apple, not from Motra
Your payment method, billing cycle, and receipts are all managed by your app store account
This is the same way subscriptions work for apps like Spotify, YouTube Premium, or any other app store subscription.
How to Request a Refund
Since Apple handles all billing, refund requests go through Apple:
Go to reportaproblem.apple.com
Sign in with your Apple ID
Find the Motra charge in your purchase history
Tap Report a Problem next to the charge
Select your reason and submit
Apple typically reviews refund requests within 48 hours. You can also contact Apple Support directly for help.
Common Billing Questions
"I was charged but I thought I was on a free trial"
Your free trial has a set duration (shown when you signed up). When the trial ends, your subscription automatically starts and you are charged. To avoid being charged, you must cancel before the trial ends.
If you believe you were charged during an active trial, check your trial dates:
In Motra: Settings > Your Subscription (shows your renewal/expiry date)
In iPhone Settings: [Your Name] > Subscriptions > Motra
If the dates don't match what you expected, you can request a refund from Apple at reportaproblem.apple.com.
"I was charged for the annual plan but I wanted monthly"
If you accidentally selected the wrong plan during signup, you can request a refund from Apple and then resubscribe to the correct plan:
Request a refund at reportaproblem.apple.com
Once refunded, open Motra and subscribe to the monthly plan
Tip: The annual plan saves about 50% compared to paying monthly. If you're enjoying Motra, the annual plan is the best value.
"I was charged twice" / "I see two charges"
If you see two separate charges (e.g., one monthly and one annual), this likely means two subscriptions were created accidentally. Contact Apple at reportaproblem.apple.com to get the duplicate charge reversed, and then verify you only have one active subscription in iPhone Settings > [Your Name] > Subscriptions.
"I cancelled but was still charged"
When you cancel a subscription, it prevents the next renewal — it doesn't refund the current billing period. For example:
You're billed on March 1 for the annual plan
You cancel on March 5
You still have Pro access until March 1 next year
You won't be charged again after that
If you were charged after the date you cancelled, the cancellation may not have completed successfully. Check your subscription status in iPhone Settings > [Your Name] > Subscriptions. If it still shows as active, cancel it again and then contact Apple for a refund.
"I deleted the app but was still charged"
Deleting the Motra app from your phone does not cancel your subscription. You must cancel through iPhone Settings > [Your Name] > Subscriptions > Motra. If you were charged after deleting the app, you can request a refund from Apple.
"My subscription shows a different date in the app vs. the App Store"
The Motra app and the App Store may occasionally show slightly different dates. The App Store is the source of truth for your billing date. Check in iPhone Settings > [Your Name] > Subscriptions > Motra for the most accurate information.
"Can I get a prorated refund for unused time?"
Motra cannot issue partial refunds since billing is handled by Apple. You can request a refund from Apple at reportaproblem.apple.com — Apple reviews each request on a case-by-case basis.
Still Need Help?
If you have billing questions that aren't answered here, contact us through the app (You > Chat with us). While we can't process refunds or modify billing directly, we can help explain your account status and guide you through the Apple refund process.
For billing issues, it's helpful to have:
A screenshot of the charge from your bank or Apple receipt
Your Apple ID email
The approximate date of the charge