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valachio
Stadia Player
Stadia Player

Cannot cancel my Stadia subscription because I don't know what Google account has the subscription

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Hi guys,

I'm going crazy over this problem I've been having for months now.

Basically, my credit card is being charged for a Stadia subscription. But I don't know where which Google account it is coming from. It's not on my main account or any of the Google accounts I tried. I checked and double checked every Google account I know and none of them have an active Stadia subscription.

I first contacted Google Stadia support about this issue, they said they can't help so they transferred me to Google Pay.

Google Pay support asked me to fill out a "fraudulent claim form". I filled it out, waited 3 weeks for a response, and the response I got was... they couldn't find any fraudulent activity and my claim was basically useless.

So then I contacted Google Pay support again, they transferred me back to Stadia support. Stadia support was trying to be helpful but there isn't much they can do. They tried to transfer me back to Google Pay support, I said that wouldn't help. So they ended up transferring me to Google Play Support instead. Apart from some basics responses, it's a dead end.

I have also contacted my bank (BMO) about this, and their response was:

In order to permanently cancel a recurring charge, you must first contact the merchant who is billing your BMO credit card account directly. As BMO is a third party, we are unable to stop a merchant from billing you if you originally authorized such payments and provided them with your credit card information.

You can contact the merchant by telephone, internet or in writing. We recommend that you obtain a cancellation number, the representative's name or a copy of your online or written cancellation request for your records.

At this point I probably spent 10 hours trying to cancel this subscription. I try not to think too much about it but I get my bill every month and I can't not think about it.

The only option at this point is canceling my credit card... but then I would need to transfer all the pre-payments I set up on my credit card to the new one, which will take me many hours and I would likely run into lots of problems with bills not being paid.

It's pretty ridiculous that I can't cancel a subscription through my credit card. What if someone cannot access an account with an active subscription? Are they just stuck paying that subscription forever?

Anyways, any help or ideas would be greatly appreciated.

 

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Best Response
Chufu
Platinum Stadia Guide
Platinum Stadia Guide

Hey @valachio,

sorry to hear that you ran into those problems with this "weird" subscription.

I know you mentioned you checked all your accounts already for a Stadia subscription. Can you check again and also check in case you have multiple payment profiles on some of them, that the subscription is also not on another payment profile? To check this, you can simply login to pay.google.com with your account that you want to check and if there are multiple profiles, you'll find a drop-down-arrow in the top right corner left of your avatar (profile pic).

If you cannot find it anywhere, make sure to check if anyone of your family, friends, etc. could have done this. A usual example are kids who gain access to your payment method and then use it (maybe even by accident) to purchase a Stadia subscription on their account. So if you have family members, it might be worth asking them to check their accounts too to make sure it's not there either.

So if this subscription is not to be found, then I believe indeed, someone might use your credit card for this unauthorized transaction. For this scenario the Google Pay team guided you already to the right resource: Report unauthorized charges.

And yeah if you have any problems with it, I believe contacting the Google Pay team again would be the right thing here to do.

Otherwise in case someone is using your credit card for their own subscription, maybe it would also be an idea to cancel your payment method completely, but I believe this would mean to close your account, which is also a lot of effort and I am not even sure if that works, but maybe a bank employee of your bank could advise you here further.

Hope it helps a bit, all the best!

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Chufu
Platinum Stadia Guide
Platinum Stadia Guide

Hey @valachio,

sorry to hear that you ran into those problems with this "weird" subscription.

I know you mentioned you checked all your accounts already for a Stadia subscription. Can you check again and also check in case you have multiple payment profiles on some of them, that the subscription is also not on another payment profile? To check this, you can simply login to pay.google.com with your account that you want to check and if there are multiple profiles, you'll find a drop-down-arrow in the top right corner left of your avatar (profile pic).

If you cannot find it anywhere, make sure to check if anyone of your family, friends, etc. could have done this. A usual example are kids who gain access to your payment method and then use it (maybe even by accident) to purchase a Stadia subscription on their account. So if you have family members, it might be worth asking them to check their accounts too to make sure it's not there either.

So if this subscription is not to be found, then I believe indeed, someone might use your credit card for this unauthorized transaction. For this scenario the Google Pay team guided you already to the right resource: Report unauthorized charges.

And yeah if you have any problems with it, I believe contacting the Google Pay team again would be the right thing here to do.

Otherwise in case someone is using your credit card for their own subscription, maybe it would also be an idea to cancel your payment method completely, but I believe this would mean to close your account, which is also a lot of effort and I am not even sure if that works, but maybe a bank employee of your bank could advise you here further.

Hope it helps a bit, all the best!

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