Managing your subscriptions is easy with First Service Digital Banking. Follow these steps:
- Log in to First Service Digital Banking, either on the website or mobile app.
- Navigate to Accounts > Manage > My Subscriptions.
- Subscriptions paid with your First Service Debit Card or Credit Card will appear in a list.
- To manage a subscription, select it, choose the Cancel option, and follow the on-screen instructions.
- Cancellation requests are sent to merchants as soon as they are submitted by the customer with the average time taken for the merchant to process the request between 0 to 3 business days.
- There may be rare occasions where the cancellation request may take longer, especially during peak processing periods.
- You can view the status of the request within the banking app. Once it is processed by the merchant, the outcome which will either be successful or unsuccessful, will also be communicated to you via an app notification and email.
- If you wish to follow-up on the status of an ongoing request, we recommend that you contact the merchant directly.
It is not possible to withdraw a cancellation request from within Digital Banking.
When provided with a guide for managing a subscription, we recommend you to follow the step-by-step instructions mentioned in the guide to reach the merchant's website directly. Please log into the website with your credentials and proceed to manage your subscription. In case of issues, please use the help section to get clarification or use the merchant's customer support to raise an issue directly with the merchant.
Unfortunately we are unable to help if some of the subscription / consumer details are unavailable. We recommend you to directly reach out to the merchant to manage the subscription via their website or customer support.
If the link provided in the guide for managing a subscription does not work, there may be a few different reasons:
- Your internet connection is not working.
- Your browser settings disable loading an external website.
- There is another technical issue with your phone.
- There is a technical issue with the merchant website.
- There is an unknown issue with the link
It is uncommon for a merchant to deduct money from a consumer's account after processing a cancellation request. However if it does happen, it could be a result of:
- Multiple subscriptions : if you have multiple subscriptions with the same merchant or recently restarted a subscription, the payment may have been a result of that.
- In this case, we recommend you to check if you have multiple subscriptions and ensure you cancel/change the ones that are not needed.
- Notice period : your subscription is subject to a minimum notice period that extends beyond the next payment date.
- In this case, you will need to pay the balance for the interval between the next payment date and the end of the notice period. If there are issues with this, we recommend you to reach out to the merchant directly.
- Timing of the cancellation request : the cancellation request was placed too close to the next payment date. For example, some merchants will not be able to process the cancellation request immediately if the next payment date is due within 24 hours.
- In this case, the cancellation will become effective after the payment is withdrawn. In this case, there is not much that can be done as the request to cancel was not made in time for the merchant to process it. If the merchant has confirmed cancellation, they would not take payment in the next month.
There could be a number of reasons why the request may not have been processed. Some of these are:
- No matching account was found based on the information provided : The merchant was not able to identify your account based on the information provided, because some of the details were factually incorrect.
- In this scenario, we recommend you to resubmit the request with the correct details.
- You are the consumer but not the owner of the subscription: The merchant may not have been able to identify your account as the details on the account may have been someone else's (like someone in your family or friend circle.)
- In this scenario, we recommend that you check if the subscription is in your name and resubmit the request with the correct details.
- It was a free trial: The merchant was unable to process your request as the subscription was a free trial that already expired and canceled before the first payment was due.
- In this scenario, there is nothing more to do as you shouldn't get charged in the future.
- You made the payment through a third party: The merchant was unable to process your request because the payment is made via a third party such as Roku, cable companies, Apple or Google Play.
- In this scenario, we recommend you to reach out to the third party via which the subscription was initiated, or contact the merchant directly.
- You already canceled the subscription outside of your bank app: The merchant was unable to process your request because you already canceled the service directly with the merchant.
- In this scenario, there is nothing more to do as you shouldn't get charged in the future.
- You have a binding period: The merchant was unable to process your request because you have a fixed period contract which requires you to make payment for a set period of time.
- In this scenario, we recommend you to reach out to the merchant directly and negotiate an early release from your contract.
You can now see subscriptions that you pay for with your First Service account. You can also cancel the subscriptions you no longer need.
Once you see a subscription in the Manage My Subscriptions section, you can click on it to reveal the Merchant details page from where you can cancel the subscription.
- When you click on the cancel option, you may be prompted to provide certain details, such as email ID, phone number, or address. Please provide the details associated with the subscription and submit the request. These details will then be sent to the merchant on your behalf. After the merchant confirms the outcome of the request, you will be notified via an app notification and an email.
- Sometimes, when you cancel, you may be shown a guide to manage the subscription yourself. In this case, we recommend you use the step-by-step instructions provided to perform the action directly with the merchant.
Minna Technologies is the service provider that helps First Service manage your subscriptions. Minna is the world's leading Subscription Management Platform. Their infrastructure empowers consumers to seamlessly manage their subscriptions within the trusted environment of their banking application by connecting them with subscription merchants and empowering consumers with control, choice, and convenience.
Businesses offering subscriptions based payment methods are continuously evolving. Our aim is to support our consumers with management of all services across all categories and industries. To this end, we are continuously adding businesses into the subscription management service. Once we have added a service, you will see it mentioned in the subscription overview, and can manage it from there. If you cannot see a subscription you regularly pay for mentioned in the subscription overview, this may be because of a few different reasons:
- You pay for the subscription using another bank's card.
- When the payment is made using another bank, we have no knowledge of the subscription service and are unable to help you manage it.
- In this case, we encourage you to change the payment details in your subscription service and start paying for it using your FSCU card.
- You pay for the subscription via a third party payment provider that we are unable to identify (such as Paypal, Klarna or others).
- Sometimes when the payment is made using a third party payment provider, the transaction in your bank application doesn't show the subscription name accurately. This can lead to issues with identification of subscriptions.
- We encourage you to change the payment details in your subscription service and start paying for it using your FSCU card.
- You recently subscribed to the service.
- We need a consistent pattern of payments to identify a recurring subscription.
- We advise you to wait for 3 months for our automatic identification service to recognize your subscriptions. With more transactions and a regular pattern of payment, it should start to show up in the subscription overview.
- You use the service but someone else pays for it.
- Subscription management options are shown to the cardholder whose account the payment is taken from.
- If you are using a service but the payment is made from another person's account, then their app will show the subscription management if they have a card and use it to make the payment.
- We advise you to speak to the person paying for your subscription to understand how they make the payment and ask them to manage the subscription within their app if they use a FSCU card for making the payment.
- Bundles: your subscription may be showing up as a bundle and be represented in a different transaction
- Example: Customer is expecting to see Hulu but it is a part of the Disney bundle and is represented in the monthly billing event from Disney
- Merchant is exhibiting new behavior in the market
- The merchant is supported but may have just released a new product, price model, or has made a change to their billing process/platform that has created a different pattern in the transaction information
The management process is different for different subscriptions due to the merchant's policies and terms & conditions. To ensure the consumers get the best experience possible, we have different ways to reach out to the merchant. Thus, the journey may look different for different subscriptions. There are two types of journeys possible:
- A self-serve journey, where we provide step-by-step directions for reaching out to the merchant directly.
- An automated journey where we request your details and reach out to the merchant on your behalf.