We're sorry about the payment trouble. Let's get it sorted. Billing for Ello Unlimited, the paid plan for Ello 2.0, runs through Ello whether you pay with Apple Pay or a card through Link. Paying with Apple Pay doesn't create an Apple subscription.
How do I update my payment method?
Update your payment inside the Ello 2.0 app. It can't be managed on our website. If you get stuck, contact our support team.
Why did my payment fail?
The most common reasons are:
The card on file has expired.
There weren't enough funds at the time of billing.
Your card issuer flagged the charge. Contacting your bank to authorize the payment often fixes this.
The billing address on file doesn't match your bank's records.
Once you've fixed the cause, update your payment details in the app.
Why was I charged, even after canceling?
Ello charges appear on your statement as Ello Technology. Common reasons for an unexpected charge:
Your current billing period. Canceling stops future renewals but doesn't end the current period early. A charge just before you canceled covers the rest of that period. Then your account falls back to the free tier, with no further charges.
The cancellation didn't finish. If you never got a confirmation, check your subscription inside the Ello 2.0 app. If it's still active, cancel it there.
A free trial ended. The 7-day free trial turns into your chosen plan unless you cancel before it ends.
A separate Read with Ello subscription. An older Read with Ello subscription may still be active. It's billed separately. See How Do I Manage, Cancel, or Fix Billing for My Read with Ello Subscription?
How do I get a refund?
Contact our support team and we'll review your request. There's no self-serve refund page. If a refund is approved, it typically appears back in your account within 5 to 10 business days.
Does canceling give me a refund?
No. Canceling stops future charges, and a refund is a separate request. To cancel, see How Do I Cancel Ello Unlimited or Delete My Ello Account?
What should I include when I contact you?
The email address on your Ello account, so we can look things up quickly. Not sure how you pay or were billed? Tell us and we'll check for you. See Contact Support and Response Times.