This article helps you if you have been successfully charged for a Search Atlas subscription — with a payment confirmation or invoice — but are unable to log in or access your account. This is different from a pending or failed payment; your charge has already gone through and the issue is on the account access side.
🔍 Common Causes
- Account was cancelled after a billing cycle started, leaving a charge without active access.
🛠️ Step-by-Step
- Locate your charge confirmation. Find the invoice or payment receipt in your email. Note the exact email address it was sent to — this is the account email tied to the charge.
- Attempt login with the billing email. Go to the Search Atlas login page and enter the email address from the invoice. Use the Forgot Password link if needed to reset access for that email.
- Check for a cancellation confirmation email. If you received a cancellation notice, your account may have been closed before or during the billing cycle. Note the date on that email.
- Gather your evidence before reaching out. Have ready: the invoice or receipt showing the charge, the date of the charge, the email address on the invoice, and any cancellation confirmation you received. This speeds up resolution significantly.
- Escalate to the support team with all of the above information. The support team can verify the charge on the account record, confirm the account status, and either restore access or initiate a refund review as appropriate.
✅ How to Confirm It Worked
You will know the issue is resolved when you can successfully log in to Search Atlas and access your account. If a refund was the agreed resolution, check your original payment method within 5–10 business days for the credit to appear, and ask the support agent for a refund confirmation reference number before closing the chat.
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.