In this article, you will find general troubleshooting steps for billing issues.

In this article:

• I cancelled but still get charged
• I signed up for free trial or discounted membership but still get charged the full price
• My card was charged INR 2
• I have never signed up for an Audible membership
• What should I do if my payment fails or is declined?

I cancelled but still get charged

You have multiple Amazon/Audible accounts

You may have two active Audible membership tied to your payment method. The steps below will help you detect if you have two or more Audible memberships.

Multiple accounts with the same email address

You may have multiple accounts under the same email address. This can happen when you use different passwords for your Amazon and Audible accounts.

I don't know my password

If you do not remember the specific password for your Audible account, you will need to reset it.

1. Please visit our password assistance page.
2. Enter the email address associated with your Amazon account.
3. Amazon Password Assistance will send you an email with One Time Password (OTP).
4. Enter the OTP in the space provided.
5. Select Continue.
6. Create a new password and save it.

You can now sign in to your account with your credentials and view your charge from your Purchase History page on the Audible site. Visit View purchase history to learn more.

Multiple accounts with different email address

If you have another email address, you may have used it to create multiple Audible/Amazon accounts. In this case, you will need to verify this by signing in to your Audible/Amazon account with a different email address to the one you usually use with Audible.

You have a membership in another Marketplace

You may have an active membership in another Marketplace. To locate the region or country associated with your Audible account:

1. While signed in, go to your Profile.
2. Select the Settings gear icon.
3. Scroll down to the bottom of your screen to view the Marketplace.

If the marketplace displayed is not Audible.in, you may be registered in another Audible marketplace. To get support, you will need to get in touch with the Audible Marketplace where your account is located.
 

I signed up for free trial or discounted offer but still get charged the full price

Bank has placed an authorisation hold for your purchase

When you sign up for a free trial period or a discounted offer, Audible contacts the issuing bank to confirm the validity of the payment method. The bank often reserves the funds until the transaction processes or the authorisation expires. The amount displayed in your bank statement is not an actual charge, but only a temporary authorisation charge.

Free trial or discounted membership renewed into a regular membership

You may be charged the full membership fee because your 30-day free trial or special offer has expired and your plan has automatically renewed to a regular membership. You can cancel from your Account details page.
 

My card was charged INR 2

You haven't been charged. This INR 2 charge is a refundable test charge that won't be deducted from your account. A digital service charge, otherwise known as an authorization, processing, or pending charge is temporarily deducted from your account to ensure your credit card is valid. Once the charge processes, this INR 2 charge will release back into your account. Depending on your bank, it could take several business days.

Note: If there are any difficulties in authorizing your credit card, you'll receive an email from Audible.

I have never signed up for an Audible membership

Purchase by a family member or friend with access to your card number

Family members or friends may have access to your credit or debit card information and may have used it to make purchases on the Audible/Amazon site.

Alternatively, you may have additional cards which are associated with the credit or debit account.

What should I do if my payment fails or is declined?

When your payment fails, you'll see a red payment failed banner at the top of your screen and receive an email notification.

During a payment failure:

• You can use existing credits.
• You won't receive new credits.
• You can't return titles.
• Your membership will cancel after 14 days if payment isn't updated.

To resolve a payment failure:

1. Select Go to order from the red banner.
2. On the order details page, select Retry Payment.

Notes :

• Please delete the payment instrument details saved in your account and re-save card details. Your payment method must support recurring transactions for membership.
• Payment typically processes within 30 minutes but may take up to 24 hours. For fastest assistance with payment issues, please call our Customer Service team.