Unrecognized or unauthorized charges from Netflix

If you recently changed your billing date, you received a charge for the days between the old billing date and the new billing date. For example, If the billing date was changed from the 1st to the 10th, the additional charge on your bill was for the additional 10 days of service.

Phishing or suspicious emails or texts claiming to be from Netflix

If you get an email or text message (SMS) asking for your Netflix account email, phone, password, or payment method it probably didn’t come from Netflix. Below are tips for identifying and handling suspicious emails and texts to keep your account safe.

How to tell if an email or text is actually from Netflix

  • We’ll never ask you to share your personal information in a text or email. This includes:
    • Credit or debit card numbers
    • Bank account details
    • Netflix passwords

    What should I do if I get a suspicious email or text?

    Scammers can’t get information from you unless you give it to them. So don’t click any links in the messages or reply to them.

    Suspicious emails

    1. Don’t click any of the links or open any of the attachments.
    2. Forward the email to [email protected].

    If your email is rejected when you forward it, it means we have already received a copy of the phishing message. You don’t need to do anything else except delete the email or message.

    Suspicious text messages (SMS)

    Android

    1. Tap and hold the message that you want to forward.
    2. Tap Forward message.
    3. Tap the Forward arrow .
    4. Enter [email protected].
    5. Select the address you just entered.
    6. Tap Send Send arrow.
    7. Delete the message.

    These steps might be different for your device. To get steps for your device, check the manual that came with it or get help from the manufacturer.

    iPhone, iPad, iPod Touch

    1. Tap and hold the message that you want to forward.
    2. Tap More. and then the Forward arrow Forward arrow.
    3. Enter [email protected].
    4. Tap Send Send arrow.
    5. Delete the message.

    Unrecognized or unauthorized charges from Netflix

    If you have charges on your statement from Netflix that you weren’t expecting, follow the steps below that apply.

    Charged by Netflix but don’t have an account

    Someone may have started an account with your payment method

    If you never signed up for Netflix or suspect someone is using your payment information for a Netflix account without your consent, please contact us immediately.

    Still being charged on expired card

    Your bank may have updated your credit or debit card information

    Banks may automatically update credit or debit card numbers when a new card is issued. This update allows your card to continue to be charged, even if it’s expired. You can remove or update your payment information at any time from your Account page.

    Charged twice by Netflix

    There are a couple of different reasons you may see more than one charge for Netflix on your bill:

    You recently added a payment method to your account

    If you recently added a payment method and see more than one charge on the same day, one of the charges is likely an authorization hold.

    Authorization holds are used to check that a payment method is good.

    • Netflix never collects the authorization amount.
    • It’ll be removed automatically, usually in 8 days or less. Check with your bank to confirm when the funds will be released back to your available balance.

    You recently changed your plan or billing date

    If you recently changed to a higher-priced plan, the plan change takes effect immediately so you can enjoy all of the added features. Since Netflix is a prepaid service, your billing date will change based on the remaining balance of your last payment. This results in an earlier billing date that may show in the same month as your previous bill.

    If you recently changed your billing date, you received a charge for the days between the old billing date and the new billing date. For example, If the billing date was changed from the 1st to the 10th, the additional charge on your bill was for the additional 10 days of service.

    If none of the reasons above apply and you see more than one Netflix charge, please contact us.

    US customers with both a streaming and a DVD plan will see multiple charges as each plan is charged separately.

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