🔍 What Is a Stuck Payment Session?
A stuck payment session happens when a payment or checkout process does not complete properly. This can prevent you from accessing your dashboard and may block you from joining your company's team account.
Common signs include:
- Inability to access your dashboard after a checkout attempt
- A checkout or plan selection screen appearing when you expected to join an existing team
- Being redirected back to a checkout screen each time you try to log in
🛠️ What Causes This Issue?
A stuck payment session is a backend issue that occurs when your account's session state becomes locked during a payment or checkout flow. This can happen if a checkout process is interrupted or does not finalize correctly. Because the session is locked on the server side, simply logging out and logging back in may not resolve the issue on its own — our support team typically needs to clear the stuck session for you.
📋 What to Have Ready When Contacting Support
To help our team resolve this as quickly as possible, please gather the following details before reaching out:
- Your account email address — The email you use to log in to Search Atlas.
- Your team or company name — The name of the team account you are trying to join or access.
- Description of what you see — Note any screens, messages, or behavior you encounter when you try to log in.
- When the issue started — The approximate date and time you first encountered the problem.
With this information, our team can locate your account, identify the stuck session, and clear it so you can regain access.
💬 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.