Seeing duplicated subscriptions on your Subscriptions list?

Learn more about why you're seeing incorrectly duplicated subscriptions in Emma and how you can solve it below 🚀



Duplicated subscriptions occur because your latest subscription payment wasn't identified as being associated with your existing subscription. Reasons for this include:

The payment account for this subscription has changed
The name of the subscription transaction has changed

The payment account for this subscription has changed

If the payment account has changed for a subscription, you'll only be able to solve the duplicated subscription issue by removing the existing subscription entry and retaining the new subscription entry.

To remove the existing subscription, mark it as Inactive.

The transaction name has changed

First, check to see if the transaction name has changed by following these steps:

Select one your duplicated subscriptions
Select the most recent transaction in the list of payments made for this subscription
Scroll to the bottom of the transaction and note the original transaction name (how the transaction should show on your bank statement)
Do the same for the other duplicated subscription and check to see if these transaction names match



If the name has changed between transactions, the solution depends on the type of subscription

Subscription to a merchant

If the name of the transaction to the merchant has changed, take screenshot of both the most recent transaction and of the duplicated subscriptions and send these over to our team on chat.

We'll check if the duplicates can be merged by making changes to how Emma identifies the merchant

Recurring payment to friend, family member or other non-merchant

If the name of transaction to a non-merchant has changed, you'll only be able to solve the duplicated subscription issue by removing the existing subscription entry and retaining the new subscription entry.

To remove the existing subscription, mark it as Inactive.

I still need help!

If you've followed the steps above and things still aren't making sense, let us know via chat! Our team will be happy to help clear things up

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