I do not recognise a charge

Reviewed on 5 October 2026

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Check these causes in order, from the most frequent to the least frequent. Each one says how to recognise it, where to check it and what to do to solve it.

It is a purchase under another store name

How to recognise it: Your statement shows “ONBIO* NAME” and the name does not ring a bell, although you remember buying something around that date.
Where to check it: You check it in Who charged me? with the amount, the date and the last four digits of your card.
What to do: Find the charge and click Go to the store to see whose it is. Many stores use the business name, which does not always match the name of the person you follow.

It is a subscription or an instalment

How to recognise it: The charge repeats every month or every year for the same amount, or it is one of the instalments of an instalment plan.
Where to check it: You check it in Who charged me?, confirming your email with See my purchase to see the purchase behind it.
What to do: If you no longer want the subscription, cancel it as see, pause or cancel your subscription explains. The instalments of a plan continue until the total is complete.

Someone else bought with your card

How to recognise it: You find the purchase, but its email is not yours, or it belongs to someone at home who used your card.
Where to check it: You check it in Who charged me?, where the code only reaches the purchase email.
What to do: Ask at home first. If nobody made it, write to soporte@onbio.es with the purchase ID and the date of the charge, and tell your bank.

No charge appears with those details

How to recognise it: The search says “There is no OnBio charge with those details” although the charge starts with ONBIO*.
Where to check it: You check it in Who charged me?, reviewing the amount, the date and the digits you typed.
What to do: The charge can take a day to have its final date, and the amount has to include its cents. If it still does not appear, write to soporte@onbio.es with a screenshot of the charge on your statement.

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Need to talk to someone?

The creator of the store sold you the product. They handle access, changes and refunds for your purchase.

Write to the creator Who charged me?

Open the store from your purchase email and tap “Help” at the bottom of the page.

For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support