Thanks for your request and sorry for the problems. Please contact our customer support (firstname.lastname@example.org). I'm sure we will find a solution for the problem.
Apple / iOS:
You can cancel your subscription directly in the Apple system by using the following link:
If this does not work as expected you may also contact the Apple customer care department for more information as to your account status and to cancel your subscription: https://support.apple.com/contact or by calling their support number in your region.
Android phones / tablets:
Please use the following cancellation link for Android phones:
I hope this helps you!