TroubleshootingMembers
I see a charge I don't recognise
Most unknown charges are a membership renewal, a pending authorisation or a contract buyout. Match the charge to your purchase history, then contact your gym.
2 min readUpdated November 3, 2026
Charges for your training are made by your gym, which is the seller, so the charge usually appears under your gym's business name. Most unexpected charges turn out to be a monthly membership renewal, a temporary hold from an unfinished checkout or a contract buyout invoice. Compare the charge with your purchase history first, then contact your gym if it still doesn't match.
Warning: Disputing a charge with your bank before checking with your gym can result in a slow process for a charge that may have a simple explanation. Always match it to your purchase history and ask your gym first.
Before you begin#
- Have the date, amount and name on your card statement.
- Sign in to the gym you think it came from.
Steps#
- Open Purchase history on Payments (web) or Wallet (app).
- Match the date and amount to a purchase.
- Check Manage membership for monthly renewals and invoices.
- Check Contract buyout on Payments or Wallet for a buyout invoice.
- Contact your gym with the date, amount and statement name if nothing matches.
Common explanations#
| What you see | Likely cause | What to do |
|---|---|---|
| The same amount every month | Membership renewal | See How to start or cancel a membership |
| A pending charge that disappears | A hold from a checkout you didn't finish | Nothing. It drops off on its own |
| Two charges close together | Two purchases, or a retried payment | Match both in purchase history. If one has no purchase, contact your gym |
| A larger one-off charge after a contract ended | A contract buyout invoice | See Why you can't cancel a contract yourself |
| A charge from a gym you don't use | You may have an account at another gym | Sign in at that gym, or contact it |
Common mistakes#
Looking for a charge from Levflex#
Member payments go to your gym, not Levflex. Look for your gym's name on your statement.
Forgetting a membership renews automatically#
A membership charges every month until it's cancelled. If you stopped training but didn't cancel, the renewals continue.
Contacting Levflex about the charge#
Levflex can't see your card or refund your gym's charges. Your gym can, so contact it directly.
Missing a charge from a family member's account#
If someone in your household books at the same gym with your card, their purchases show in their own account, not yours. Ask them to check their purchase history before you contact the gym.
Troubleshooting#
- Does the charge match a purchase or renewal?
- YesIt's a known charge. If you want a refund, see How to ask your gym for a refund.
- NoGo to the next question.
- Yes
- Did your gym confirm it didn't make the charge?
- YesContact your bank or card issuer straight away and report it.
- NoWait for your gym's reply. Send the date, amount and statement name.
- Yes
If you think someone else is using your account, reset your password straight away. See How to reset your password.
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Related articles
- How-toHow to see your receipts and payment historySee every purchase under Purchase history on Payments or Wallet, and download membership invoices with Manage membership.Read
- PolicyHow to ask your gym for a refundYour gym, not Levflex, sells your sessions and decides refunds. Select Request a refund next to the purchase on Payments to send the gym a request, and it can refund you through Stripe.Read
- How-toHow to start or cancel a membershipSubscribe on Payments or Wallet, then use Manage membership to update your card, see invoices or cancel in Stripe's secure portal, unless you're on a contract.Read
- ExplainerWhy you can't cancel a contract yourselfA membership under a signed contract can't be cancelled online. You can still update your card; to cancel, contact your gym, which may end it with or without a buyout fee.Read
Still need help?
Ask the assistant, or get in touch with your gym
The assistant answers questions about booking, credits and the app any time. Prices, refunds and cancellation rules belong to your gym, so message them from the portal.