Understanding Unexpected Charges on Your Search Atlas Account
Unexpected charges can arise from various factors, including recurring fees, add-ons, or currency exchange differences. This guide will help you identify the most common causes of these charges and provide steps for resolving billing issues.
Common Reasons for Unexpected Charges
1. Recurring Subscription Fees
Recurring charges are typically linked to the base subscription plan or additional services you have opted into. Here are examples of what may appear on your bill:
Base Subscription Plan: This fee corresponds to your selected pricing tier for Search Atlas services. For instance, a standard plan might incur a recurring charge.
Universal Quota Top-Ups: Charges may occur for users with higher data or service usage. Quota top-ups could include fees labeled as OTTO site fees or other recurring add-ons. To confirm, review the Billing section of your account.
2. Add-On Charges
Additional costs may result from optional services or features you utilize:
Heatmaps Quotas: If your plan includes customizable features like heatmaps, recurring fees may apply for quota usage. Ensure you are aware of these add-on options in your account settings.
Localized Service Add-Ons: Advanced features such as Local Heatmaps scans may incur specific charges based on variables like scan mileage or pinned locations.
3. Currency Conversion and Multiple Displays
If your billing involves transactions across currencies, you may observe variations in the displayed amounts due to exchange rates:
A charge may appear in your card statement in one currency (e.g., AUD) but be noted in the billing system in another (e.g., USD). These amounts typically represent the same payment converted at the current exchange rate. Confirm these details by comparing your payment receipt with your bank's conversion rate.
Steps to Resolve Billing Concerns
1. Review Billing Details
Go to Avatar (👤) → Account Menu → Billing, then check:
Your current subscription
Active add-ons
Usage and quota consumption
Renewal dates and billing frequency
2. Check for Discrepancies
Inside Billing, review:
Recent charges
Invoices
Usage that may have triggered overages
Any add-ons that may renew separately
Compare each charge with:
The plan you selected
Your actual usage
Your add-on activations
3. Request Support Assistance
If you notice a mismatch or need clarification:
Contact the Search Atlas support team
Provide helpful details such as:
Billing dates
Amounts charged
The specific subscription or add-on in question
Any supporting evidence (statements, screenshots, etc.)
4. Resolve Currency Confusion
If an invoice or charge appears in a different currency:
Verify the amount using a currency conversion tool
Ask your bank whether international fees were applied
Check the invoice details within Billing → Billing History
5. Audit Your Account Regularly
To avoid unexpected charges:
Review subscriptions in Billing → Current Subscription
Check add-ons in Billing → Add-ons
Remove services you no longer need
Monitor seat usage under Avatar (👤) → Account Menu → Team Members
Conclusion
By understanding the nature of charges on your account, you can proactively manage and resolve any unexpected fees. Always ensure your subscription and usage align with your needs, and don’t hesitate to contact support for unresolved billing issues.