Common Membership Issues

For Premium or Elite (paid) members

Your cancellation link is located near the top of your Membership & Billing Page here (on the mobile app, it's located under Profile > Account > Membership & Billing).

If you're not seeing a cancellation link, take a look at the membership tier listed on your billing page. If you see Limited listed instead of Premium or Elite, it might mean that you accidentally created a second account under a different email address. To troubleshoot this issue, please read this guide.

For Limited (free) members

Limited (free) members are not billed. You can unsubscribe from all emails by updating your notification settings​. You can read more about unsubscribing here and here. Be sure you unsubscribe from each category to prevent receiving alerts from us in the future.

Still need help?

Our Member Success team is always here for you - send us a message and we'll be happy to help.

Going offers three membership subscription tiers: Limited (free), Premium and Elite.

To check your status on the web (Going.com):

1. Log into your Going account (be sure to sign in the same way you signed up to avoid creating a new account - this means typing in a password to login if you initially set one, or clicking Google Single-Sign-On if that's how you signed up originally)
2. Head to your Membership & Billing Page here
3. Your membership tier will be listed clearly (Limited, Premium, or Elite)
4. For Premium and Elite members, you'll also see your next renewal date (or expiration date if your membership has already been canceled)

To check your status on the mobile app, click here or follow these steps:

1. Open the app and tap the person icon in the upper-right-hand corner Under "Account", tap "Membership & Billing" Your membership tier will be listed clearly (Limited, Premium or Elite)
2. For Premium and Elite members, you'll also see your next renewal date (or expiration date if your membership has already been canceled)

If the membership tier you see in your account is incorrect, please visit this guide to read more and troubleshoot the issue.

If you paid for a Premium or Elite membership but aren't seeing your status reflected on your Membership & Billing Page, your membership may have lapsed due to failed payments, or you may have created a second account linked to an alternate email address. This often happens accidentally when a member uses Google or Apple SSO (single-sign-on) to quickly login to Going.

Here are some steps to troubleshoot this issue:

1. Check your Login & Security page to see what email address is linked to the account you're logged into.
2. Consider if you have any other email addresses that you may have signed in with - sometimes these are work or school emails, or an email address belonging to someone else in your household.
3. Sign out of Going.
4. Log back into Going using your other email address. If you forgot your password, select "Forgot Password?" on the login popup.

If you are able to successfully login with your other address, navigate back to your Membership & Billing Page to see what membership tier is listed. Hopefully, you'll see your paid account reflected! If not, our support team can hop in and help you sort this out.

If you still need help, please reach out to our support team by submitting a ticket here.

If possible, please include in your message the following payment details for your paid account:

-last 4 digits of CC

-expiration date of CC

-date & amount last charged

Why do you need this info? Our agents use payment information to locate your membership within our system. Once you submit your ticket with these details, we will search for the corresponding account and reply to you via email, letting you know what email address you used to sign up, and how you can log back in.

Your email provider may be blocking our deal emails

Our deal emails are often blocked by Outlook, Hotmail, MSN, and Live email servers. This also includes smaller or private domains hosted on these servers. Our team is working directly with these email providers to resolve this, but unfortunately, it's often still an issue with those email servers allowing our emails to be delivered. 

While we hope these servers will act quickly to rectify this, if you have a different email address that you can use, switching your membership email could help in the meantime.

Your email provider has marked our emails as spam

A quick way to ensure our emails land in your main inbox is to "safelist" our email addresses - essentially, to add Going to your email's address book or contact list. You can find instructions for safelisting on this page.

You’ve accidentally signed up with a different email addresses

If you don't see deals from us, then you may have signed up with an email address other than your primary email. Double-check the inboxes for all your other emails. Your deals may be going somewhere else!

On the flip side - if you accidentally created two memberships and you're receiving double emails, send us a note here. We'll help you consolidate!

Your deals are going to a folder other than your main inbox

To see if this is the case, try these steps:

• For Gmail users
  
  Try searching your Gmail inbox for in:anywhere hello@deals.going.com. This will search every folder, including the trash bin. Once you find your emails, you can drag one of them into your "Primary" inbox.
  
  
• For other email service providers
  
  If you use Yahoo, AOL, or another email service, try searching for hello@deals.going.com in your Spam/Junk or trash folders. Additionally, add hello@deals.going.com to your Contacts.

You’ve accidentally unsubscribed or marked our emails as spam

If you mark any of the emails you receive from us as spam, our system automatically unsubscribes and blocks you from receiving any of our deals. If you think this may have happened to you, please let us know by reaching out to us via this form, or by sending an email to support@going.com. We're happy to help!

You've been bounced from our mailing list

This happens most often to email addresses with lots of numbers in them, including the word “spam,” or are hosted on a less-common domain. If any of these things are true of the email address you signed up with, then consider having your Going deals sent to a different email address.

If you think you have been bounced from our list, please give us a shout! We'll get it figured out for you.

Paid memberships are automatically renewed on the anniversary of their sign-up date. All trialing and paid members are sent email reminders alerting them to their upcoming charges. These upcoming payments can be cancelled at any time before the listed renewal date on the Membership & Billing Page.

All membership payments are non-refundable, per the Terms of Use agreed to upon signup.

That said, we are always willing to consider extenuating circumstances - the outcome of refund requests will vary based upon where you signed up (mobile or web) and how long ago your payment was processed.

I signed up on the website (Going.com)

If your charge was made less than 30 days ago and you have never received a refund in the past, you can head over to your Billing Page and select "View Options". From there, you'll be able to view all of your cancellation options, including canceling your next renewal or requesting a refund exception. (If you meet this criteria, but don't see this link in your account, you may be signed in with a different email. Check out this article to troubleshoot or reach out here.)

If your charge was made more than 30 days ago, it is ineligible to be considered for a refund exception. You can reach out to our team with any concerns about this.

I signed up on the mobile app

Mobile membership upgrades are purchased through their respective app stores (Apple or Google Play). Because of this, Going is unable to access any billing information or make any changes to your membership. Instead, all mobile cancellations and refund requests must be made directly through either Apple or Google.

• To learn more about refund requests for Apple App Subscriptions, you can visit this page.
• To learn more about refund requests for Google Play Subscriptions, you can visit this page.

Can't I just dispute my payment?

Disputes are an official legal proceeding and do not function the same as a refund request. Once you file a dispute, your funds are frozen for 60-75 days while our payment processor and your bank settle the dispute. You can read more about what to expect during a dispute with Going here.

Instead of disputing, we encourage you to reach out to our Member Success team who will be happy to walk you through your options.

Unfortunately, we don’t have access to Apple or Google's app marketplace billing systems, so we’re not able to cancel or refund purchases made through them (we can't even view details for purchases made via iOS or Android devices).

Since each provider manages all subscriptions and payments made through their platform, your best bet is to reach out to their support team here to request a refund.

For Apple App Store refund requests visit: https://support.apple.com/contact

For Google Play Store refund requests visit: https://support.google.com/googleplay/answer/2479637?hl=en

In the meantime, you can follow these steps to cancel your subscription directly from your Apple device and make sure everything’s squared away:

1. On the Going app, head to your Billing Page and select Cancel Membership
2. You’ll then be routed to your Apple ID subscription settings.
3. Tap on Going
4. Tap Cancel Subscription You might need to scroll down to find the Cancel Subscription button. If there is no Cancel button or you see an expiration message in red text, the subscription is already canceled.
5. Review the cancellation and select Confirm

We search for deals from nearly every major international airport daily, and the number of deals we send out depends on the seat sales airlines have available, and how many of those deals meet our rigorous quality standards.

Some larger airports, like Atlanta or Dallas-Fort Worth, tend to see fewer deals than others on average. This happens when a major airline effectively holds a monopoly on the airport, preventing competition and keeping flight prices fixed.

If you live in a smaller town or your local airport isn't an international hub, we highly recommend updating your departure airport settings to track one or more major airports nearby (if you need ideas, our Member Success team is happy to recommend some options!). This will open up opportunities to score more and better deals.

We also suggest following larger hubs (think JFK, LAX, ORD) to get more deals. If you see a great deal from a different airport, you can grab a cheap repositioning flight from your smaller home airport, then fly overseas. Often, this still saves money overall!

Check out these guides to learn more:

• What airports should I follow?
• The Best & Worst US Airports for Cheap International Flights​​​
• The Best & Worst US Airports for Cheap Domestic Flights
• What is the Greek Islands trick?

Pro-tip: Premium & Elite members can now set their own custom flight alerts - we'll let you know when prices do drop from your home airport to your desired destinations so you can book with confidence! Check out how to get started here.

Our Member Success team is happy to help you -- we recommend starting by searching our Help Center here, where you can find answers to many common questions. You can type in your question into the search bar here, or browse the following categories:

• Managing Your Membership
• How Going Works
• Deal & Notification Settings
• Billing
• Going Deals
• Common Issues
• Travel Advice
• About Our Company

If you still need help after browsing, please sign into your Going account and then submit a request here. Our support is exclusively email-based, and we do not offer phone support at this time.

We have a comprehensive booking guide here - if you still need help after reviewing those steps, feel free to drop our support team a message here!

Yes! Premium & Elite members have exclusive access to My Trips on the mobile app. 

To set an alert, first download & login to the app using your existing membership login info. 

For trips on specific dates

1. On the map view home screen, tap My Trips
2. Tap Add trip
3. Select I have dates in mind
4. Select your departure airport (your home airport is set as the default, but you can tap it to replace it with a different airport)
5. Select your destination - you can use the search bar to type in the airport. Keep in mind that you can currently only add an airport (not city) as your destination for the alert
6. Tap Dates to open the calendar. Select your desired trip dates.
7. Input your number of travelers (currently you can set a max of 6)
8. If you like, select your number of stops
9. For Elite members only - select your desired cabin class
10. Tap Save

*At the moment, these alerts are limited to economy class; but higher fare classes are being added in the next few weeks for our Elite members!

For trips with flexible dates

1. On the map view home screen, tap My Trips
2. Tap Add trip
3. Select I'll go anytime
4. Add your destination - you can use the search bar to type in your desired location

To remove an alert, swipe it from right to left.

When you receive an alert, just tap the notification to see the deal details.

Keep in mind that this is the first version of flight alerts, and our team is rolling out updates and enhancements all the time!  The current version does have the following known limitations:

• You can set a maximum of 6 travelers
• Alerts are for round-trip flights only
• No additional filtering, like airlines.

Additional enhancements and filters will be coming soon! 

We offer three different membership tiers - Limited (free), Premium, and Elite.

Limited (free) members receive:

• Domestic economy class deals from the continuous US
• Our exclusive guides and newsletters

Our Premium membership is the most popular choice for most travelers. Premium members receive:

• Domestic economy class deals (including deals to Hawaii, Alaska & US territories)
• International economy class deals
• Custom Flight Alerts (exclusively on the mobile app)
• Deals with Points & Miles in economy class, from all US airports
• Mistake Fares in all fare classes, from all US airports
• Our exclusive guides and newsletters

Elite members get everything Premium members do, plus the option to sit at the front of the plane. Elite members receive:

• Domestic deals in all fare classes (economy + premium economy, business, and first class)
• International deals in all fare classes (economy + premium economy, business, and first class)
• Custom Flight Alerts (exclusively on the mobile app)
• Deals with Points & Miles in all fare classes, from all US airports
• Mistake Fares in all fare classes, from all US airports
• Our exclusive guides and newsletters

If you've never redeemed a free trial with us before, you can sign up for 14 days of either Premium or Elite free here.

To learn more about how to get the most from a Going membership, check out our guide here. You can also check out success stories from real members here :)

For information on changing your account email address, please click here.

For information on resetting your account password, please click here.