FTC Sues JustAnswer for ‘Deceiving’ Customers Into Costly Monthly Subscriptions

The company is not alone in being accused of employing ‘subscription traps’ with unclear messaging about recurring charges

Jessica McMaster,

AARP

Reviewed by

Kathy Stokes

Comments

Published May 04, 2026

large hands are cupped around an older adult on their computer, signifying a company taking money from consumers

Derek Abella

Key takeaways

The lawsuit alleges customers were steered into recurring charges after paying small “one-time” fees.
The FTC says federal law requires clear disclosure, consent and easy cancellation for subscriptions.
Consumer advocates warn that free trials and fine print often mask ongoing billing obligations.

Debi Staron, the 67-year-old cofounder of the holiday decorating firm Dr. Christmas, was helping a friend sell her unwanted items on Facebook Marketplace in late January.

Buyers kept asking about payment apps — Venmo, PayPal, Zelle — none of which she used. When one buyer pushed to pay through Zelle, Staron searched online for how to download the app and connect it to her bank. JustAnswer popped up in the search results.

The company claims to have thousands of experts, including doctors, lawyers and tech support to help people solve problems without leaving their home — “Real help from real professionals, 24/7,” by phone or text.

“I thought, Great, here’s somebody who wants to answer the question,” says Staron, who quickly paid the $5 join fee: “I thought, I don’t know how to do this. It’s worth $5 to me to get this stupid thing done.”

She didn’t notice any fine print indicating that the $5 “one-time” payment would enroll her in a $65 annual subscription. “I should have known better,” Staron says. “But again, I was tired. I was frazzled, frustrated.” (Her credit card company later took the charge off her account.)

She wasn’t the only customer who felt the company hadn’t been up-front about its fees.

FTC files lawsuit against JustAnswer

In January, the Federal Trade Commission (FTC) sued JustAnswer and its CEO, Andrew Kurtzig, accusing the company of deceiving consumers by advertising access to expert advice for as little as $1 or $5 while automatically enrolling them in recurring monthly subscriptions ranging from $28 to $125.

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The FTC says the company failed to clearly disclose the full terms, as required by the Retail Online Shoppers’ Confidence Act (ROSCA), which was signed into law in 2010 to protect consumers from deceptive online marketing tactics.

“JustAnswer’s misleading pricing tactics obscured the true price of its services, preventing consumers from making an informed choice,” said Christopher Mufarrige, director of the FTC’s Bureau of Consumer Protection. The agency is seeking refunds for harmed consumers, civil penalties and an end to the practices.

Brian Bartlett, an attorney for JustAnswer, attributed the following statement to a spokesperson from the company:

“JustAnswer’s transparent, affordable membership model has helped millions access professional services when and where they need them, at prices below traditional providers. We clearly publish our pricing and model up front, and make canceling simple and convenient through multiple channels, including a 24/7 toll-free number, live chat, email and with one click on the Web. We have met or exceeded all legal disclosure requirements while providing our members with immediate access to affordable professional services that fit their lives and their needs. While we were disappointed with the FTC’s action, we are confident in our position and look forward to productively resolving the matter.”

The pricing is currently displayed prominently on its site.

A larger problem

Other companies have been accused of using subscription traps — sometimes called “negative option” offers — where they automatically bill you unless you actively opt out. In other words, the business takes your silence as permission to charge you.

Amazon, for instance, agreed to a $2.5 billion settlement in 2025 over deceptive Prime enrollment practices.

Adobe settled for $150 million in 2026 over hidden termination fees.

The FTC and 21 states and the District of Columbia have sued Uber over its Uber One subscription program, alleging the company charged consumers for a subscription without their consent.

HelloFresh paid $7.5 million in California to settle claims it enrolled customers in auto-renewing plans without proper disclosure.

Under ROSCA, online retailers are not allowed to use negative option billing unless they clearly disclose key terms, obtain the customer’s informed consent and make cancellation straightforward. The FTC also attempted to implement a “click-to-cancel” rule that would have required companies to make cancellation as simple as signing up, but it was blocked on procedural grounds, as AARP has reported.

Mary Engle, executive vice president for policy at BBB National Programs, who spent 30 years at the FTC, says people often don’t fully understand what they’re signing up for.

“If the consumer isn’t clearly told that they are going to be enrolled in a subscription where they’re going to be continually billed, that’s deceptive,” Engle says. “It can’t be hidden in the fine print. It can’t be disguised. It has to be very clear.”

Companies often make it far harder to cancel than to sign up — a tactic Engle refers to as the “roach motel”: It’s easy to get in, hard to get out.

Some people don’t realize they’ve been enrolled until several billing cycles later, after multiple charges hit their account.

Beware of the “free trial” offer

Free trial offers are among the most common ways consumers get drawn into unwanted subscriptions. Companies often advertise a short free trial period, while collecting your payment information, then enroll you in recurring charges. Some are up-front about it, and customers willingly sign up for the deal; others are a bit sneakier.

This tactic isn’t new. It’s reminiscent of the Columbia House and BMG music clubs that once offered 12 CDs or cassettes for a penny. The clubs would mail a postcard announcing the next selection. If you didn’t mail it back to decline, the company would automatically send the items and charge you.

Teresa Murray, consumer watchdog director at the Public Interest Research Group, says today’s digital version of Columbia House uses the same “negative option” principles — but moves much faster.

“You should never give out your payment information for something that is truly just a trial offer,” Murray says. “My recommendation is to [use] a prepaid debit card that is not linked to a bank account, because when the money runs out, it runs out; they can’t charge you.”

How to avoid subscription traps

Amy Nofziger, senior director of fraud victim support for the AARP Fraud Watch Network, urges consumers to pause before entering payment information and ask a few key questions:

Are the terms clear? Make sure they spell out how long the trial lasts, what you’ll be charged afterward and how to cancel. If they’re unclear or hard to find, walk away.
Is customer service easy to reach?
Are they asking for unnecessary information? If someone requests your financial or other personal information, “make sure you know exactly why they need it,” Nofziger says.

The FTC also recommends:

Watch for pre-checked boxes — uncheck any you don’t agree with. • Be suspicious of offers that require payment for “shipping and handling” on a “free” product. • After you sign up, mark your calendar for the trial end date so you can cancel before incurring additional charges.

How to cancel a subscription

The FTC suggests:

Contact the company first. Go to the company’s website and follow the cancellation instructions. Keep a record of your request, including the date, time, confirmation number and any notes from conversations with customer service.

Monitor your statements. After canceling, check your credit card and bank statements for several months. If charges continue, contact your card issuer immediately to dispute them.

How to file a dispute

Call your credit card company. Use the number on the back of your credit card and explain that you canceled but are still being charged.

Follow up in writing. Send a letter to your card issuer confirming the dispute. Ask for the mailing address for the billing disputes department and send the letter by certified mail with a return receipt.

Keep good records. Save copies of all cancellation requests, emails, chat transcripts and notes from phone calls. These can help if your card issuer needs more information to process a refund.

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The key takeaways were created with the assistance of generative AI. An AARP editor reviewed and refined the content for accuracy and clarity.

About the author

Jessica McMaster is a senior fraud writer for AARP and an award-winning investigative reporter based in Kansas City, Missouri.

About the reviewer

Kathy Stokes is the director of fraud prevention programs at the AARP Fraud Watch Network.