If a charge that mentions "Insightful" has appeared on your bank or card statement and you do not recognise it, this article will help you work out whether it came from us, Insightful.io Inc., or from one of several unrelated companies that use a similar name. In most cases, the exact wording on the statement settles it on its own.
Start with the quick answer in the box below. After that, you will find how to identify each company and what to do if the charge is not ours, followed by what a genuine Insightful.io charge looks like and how to verify it against your own invoices.
Quick answer: If your statement shows "INSIGHTFUL TRAITS LLC", "INSIGHTFUL TRAITS LLC SAN JUAN PRI", or "INSIGHTFUL DRIVE", that charge did not come from us. Those are separate, unrelated businesses that happen to have a similar name. We are Insightful.io Inc., a B2B work insights company and platform, and we have no access to those accounts, subscriptions, or payments - so we cannot cancel them or issue a refund for them.
Which company charged you?
Several unrelated companies use the word "Insightful" in their name. The fastest way to tell them apart is the exact wording on your bank or card statement and the amount charged.
This is not Insightful.io Inc.
Insightful Traits LLC: An unrelated personality-assessment business. Charges from this company typically appear as INSIGHTFUL TRAITS LLC or INSIGHTFUL TRAITS LLC SAN JUAN PRI, often as a recurring consumer subscription of around USD 29.95 (or the local-currency equivalent).
Insightful Drive: Also unrelated to us. Charges appear as INSIGHTFUL DRIVE.
We receive these queries regularly, and we understand how frustrating an unrecognised charge is. Unfortunately there is nothing we can do about them: we have no commercial relationship with either company, no shared systems, and no way to look up, cancel, or refund a charge made by them.
What to do if one of these companies charged you
Contact the company that appears on your statement directly. Your bank or card statement will normally list a support contact, a website, or a phone number next to the charge - use that, not this Help Center.
If you cannot reach them, contact your bank or card issuer. Ask them to identify the merchant and, if you did not authorise the payment, to dispute or block the charge. Your bank holds the merchant record and can act on it; we cannot.
Do not send us your card details. We will not be able to match them to anything, and you should never share full card numbers over email or chat with anyone.
If you would like to confirm that you have no account with us, you can tell us the email address the charge is linked to and we will check whether it exists in our system. In almost every case of a "Traits" or "Drive" charge, it does not.
How a genuine Insightful.io charge looks
If you or your organisation subscribes to Insightful for time tracking, productivity, or workforce analytics, here is what you should expect to see.
Who bills you
Your subscription is billed by Insightful.io Inc.
Payments are processed by Stripe, our PCI-compliant payment partner. The Insightful application never receives or stores your credit card information — see Is my Credit Card Safe?
Receipts and invoice reminders are sent by email from Insightful.io Inc. and reference an invoice number.
Charges appear on your card statement as INSIGHTFUL.IO
What the amount should match
Insightful is billed per seat, based on your price plan and the number of employees you monitor, so your amount should correspond to your active licence count - not a flat consumer subscription fee. Amounts also change between cycles when you add or remove licences mid-cycle, because we use prorated billing.
If your amount looks wrong, these articles explain the most common reasons:
How to verify a charge yourself
Sign in to the Insightful platform and go to Settings → Billing → Invoices. You will see every open and closed invoice for your organisation, with the billing period, plan, licence count, and amount.
Match the invoice amount and date to the charge on your statement.
To download a copy, click the three dots next to a closed invoice and choose View invoice.
The Billing tab is visible to organisation Admins and to Managers with Billing permission. If you cannot see it, ask an Admin in your organisation — full details are in View and pay your invoices in Insightful App.
Still not sure?
If you have checked your statement wording and your invoices and the charge still does not add up, contact us with:
the exact wording of the charge as it appears on your statement,
the amount and date,
the invoice number, if you have one, and
the email address associated with your Insightful account.
With those four details we can confirm within one reply whether the charge is ours and, if it is, explain exactly what it covers.