Why am I being charged for a subscription?Updated 3 hours ago
We understand that subscription charges can be frustrating if you weren’t expecting them, so we try to be as transparent as possible about your included subscription before, during, and after your checkout experience.
Every Legacybox order includes a free 30-day trial of a Legacybox subscription. During checkout (see image below), we disclose the trial, the subscription price after the trial period, and how to cancel before any charges occur.
Screenshot from our checkout:
As soon as your memories have been digitized, we email you to let you know your trial has started. Your trial will never start before your memories are ready to see online.
Screenshot from the email we sent when your trial starts:
Why does Legacybox include a subscription?
There are two main reasons.
Immediate access to your memories
Once your order is digitized, your memories are often ready before your physical deliverables arrive.
While DVDs and thumb drives must be packaged and shipped, the Legacybox web app allows you to begin viewing and enjoying your memories as soon as they’re ready. Rather than waiting for a package to arrive, you can immediately access your digitized memories online.
Long-term backup and preservation
Over the years, we’ve learned that many customers eventually need access to their files again.
Thumb drives get misplaced. Hard drives fail. Computers are replaced. Family members often want copies of memories years after an order has been completed.
To help protect against those situations, we maintain secure backups of your digitized files and make them available through your Legacybox account. We also continue to invest in long-term storage infrastructure, including archival storage systems designed to preserve memories for years to come.
In addition to secure storage, your subscription includes access to features that help you organize, share, discover, and enjoy your memories. We’re continually adding new tools and experiences that make it easier for families to connect with their history.
Do I have to keep the subscription?
No.
The subscription is completely optional after your free trial period ends.
If you decide the service isn’t right for you, you can cancel at any time during your 30-day free trial and you will not be charged.
How do I cancel?
You can cancel your subscription in either of the following ways:
- Sign in to your Legacybox account and visit the Subscription section.
- Contact our Customer Experience team and we’ll be happy to cancel it for you.
We never want anyone paying for a service they don’t need, and we’re happy to help if you’d prefer not to continue after your trial.
What happens if I cancel?
You’ll still receive the physical deliverables included with your order, such as your thumb drive or DVDs.
Canceling simply ends your access to subscription services and ongoing storage benefits after your trial period concludes.
Still have questions?
Our Customer Experience team is always happy to help. If you have questions about your subscription, trial period, billing, or account access, please contact us and we’ll be glad to assist.