You cancelled. Then a charge showed up anyway. That's frustrating, and we get it.
The good news is that it almost always comes down to one of two things. Both are quick to check, and you can do it yourself from your account. Here's what to look for.
First, where to manage your subscription
Everything lives in one place: https://maneuplabs.com/account.
From there you can:
- Skip or pause an upcoming order
- Change how often it ships
- Swap the products in it
- Update your address or card
- Cancel
There's no cancellation fee and no notice period. Every order and charge email from us also has a Manage Subscription link that takes you to the same page.
Check #1: Do you have more than one subscription?
This is the most common one.
Each subscription is managed on its own. So if you get the Restore serum on one schedule and Defend capsules on another, those are two separate subscriptions. Cancelling one does not cancel the other.
This catches people out because it feels like one "Maneup subscription." But in your account, you may see two (or more) listed.
What to do: Log in at maneuplabs.com/account and look at every subscription on the page. If you want to stop everything, cancel each one.
Check #2: Did you sign up with a different email?
This one is sneakier.
A subscription created under a different email address sits on its own account. It won't show up when you log in with your other email.
We see this pattern in support. A customer cancels on their main email and everything looks done. But a second account, set up under another email (an old address, a work address, a typo), keeps billing.
What to do: Think about any other email you might have used to order. Log in with that one too and check for active subscriptions. If you're not sure which emails you used, skip to the "Not sure?" section below and we'll look for you.
A couple of other things worth knowing
Cancelling an order isn't the same as cancelling the subscription
If a single order was cancelled or refunded, that only affects that one order. The subscription itself is still active, so the next renewal will still run.
To stop future orders, the subscription has to be cancelled. You can do that from your account in a few clicks.
An order that already shipped will still arrive
Once an order has left our warehouse, we can't call it back. Cancelling or skipping stops everything after that order. But a parcel that's already on its way will still show up.
So if you cancel the day after an order ships, you'll still get that box. That's expected. Nothing after it will go out.
Not sure? Just email us
If you've checked and something still doesn't add up, email hello@maneuplabs.com.
Include any other email addresses you might have used with us. We'll check every subscription on file across all of them and let you know exactly what's active. Then you can decide what to keep and what to cancel.
Quick checklist
Before you reach out, run through this:
- Log in at maneuplabs.com/account.
- Look at every subscription listed, not just the first one.
- Cancel each one you want to stop.
- Log in with any other email you've used and repeat.
- Remember an order that already shipped will still arrive.
Most of the time, that sorts it.
FAQ
I cancelled my serum. Why did my capsules still ship?
Serum and capsules can be separate subscriptions, and each one is managed on its own. Cancelling one doesn't cancel the other. Log in to your account and cancel each subscription you want to stop.
I cancelled, but my account shows nothing active and I was still charged. What gives?
You may have a second account under a different email address. Try logging in with any other email you've used. If you're not sure, email hello@maneuplabs.com with every address you might have used and we'll check them all.
Can I stop an order that's already on its way?
No. Once it has left the warehouse, it can't be recalled. Cancelling or skipping stops every order after that one.
