Hi everyone,
I’m having an issue with an Airlearn subscription purchased through the Apple App Store, and I’m hoping someone can advise me on what to do next.
On 6 October 2026, I purchased an Airlearn Family Plan for Rp219,000 through the App Store.
Later the same day, I upgraded to Airlearn ULTRA – Family Plan for Rp520,000.
Before I completed the upgrade, the Airlearn app clearly displayed the statement:
“We will refund your remaining Family plan.”
Because of that statement, I proceeded with the upgrade expecting the previous Family Plan payment to be refunded or adjusted.
However, both charges were processed:
- Rp219,000 — Airlearn Family Plan
- Rp520,000 — Airlearn ULTRA Family Plan
The Rp219,000 has still not been refunded.
I contacted Airlearn Support, and they told me that because both subscriptions were purchased through the Apple App Store, any refund or billing adjustment must be handled by Apple.
They specifically stated that Airlearn cannot check the refund status, initiate the refund, or process the adjustment from their side.
The problem is that when I go to reportaproblem.apple.com and select “Request a refund,” the Rp219,000 Family Plan transaction does not appear as an eligible item that I can select for a refund.
I can see both purchases in my Apple purchase history, but I cannot submit a refund request for the Rp219,000 transaction.
Airlearn’s own Terms & Conditions also state that refunds for iOS purchases are handled by Apple.
So I am currently stuck between the developer and Apple:
- Airlearn says Apple must process the refund.
- Apple’s Report a Problem page does not allow me to request a refund for the transaction.
- The Airlearn app explicitly told me that the remaining Family Plan would be refunded before I upgraded.
Has anyone experienced a similar issue when upgrading an App Store subscription?
Is there another way to ask Apple to manually review this billing adjustment when the purchase is visible in the purchase history but cannot be selected under “Request a refund”?
I have screenshots of:
- the Airlearn message promising the refund,
- both App Store transactions,
- the Rp219,000 and Rp520,000 charges,
- the Report a Problem page,
- Airlearn Support’s response, and
- Airlearn’s Terms & Conditions.
Any guidance would be greatly appreciated.
Thank you.
[Edited by Moderator]
