What happened? On April 5, 2025 select Core plan users received an additional charge from Bitly earlier than their renewal date as a result of an error in our billing system. It has since been resolved and refunds are in process.
Why did I get charged? An error occurred in our billing system, and you were among those users charged. The issue has since been resolved and refunds are in process.
Is my information secure? Yes, your information is secure. No data was breached in this incident, there was a billing error that resulted in an accidental charge that is being refunded.
I’ve received emails from “Jason at Bitly” - are those legitimate? Yes, these are from Bitly’s billing system and are legitimate. Any repeat emails you’ve received that are related to this billing issue may be associated with a failed payment and the card we had on file for you.
How do I access my subscription information? To view your subscription information, payment details, and subscription renewal information, go to Settings and select the Billing and Usage section in the Bitly app.
Why did I see an additional charge on my account? For some customers, the processed refund on April 15th caused our billing system to attempt to re-balance the account and collect an additional charge. The additional charge was immediately refunded. What this will look like for you:
April 5th-6th: Initial charge
April 15-17: First refund initiated
April 15: Second charge
April 15-16: Second refund initiated
What if I have other questions? We recommend you search first in ourHelp Center. If you can’t find what you are looking for, please contact Bitly Support, available via chat or ticket in the lower right hand corner of the Help Center.
