🔍 What This Article Covers
If you received a late payment notice and tried to pay an overdue invoice but saw the error message "Please try subscribing from billing section", this article explains why it happens and the fastest way to get your payment collected so your account stays active.
⚠️ Why This Error Happens
This error appears when the platform cannot process a manual payment on an overdue invoice through the standard self-serve flow. It is a known billing issue that has been identified and addressed by our engineering team. In some cases, the payment system cannot complete the transaction automatically, and a manual collection by the Billing team is required to clear the balance.
✅ What You Should Do
Because this error cannot be resolved by retrying the payment yourself, the Billing team will need to manually collect the payment on your behalf. Follow these steps to get this resolved as quickly as possible:
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Gather your details before reaching out — have your invoice amount, the card you want to authorise (card type and last four digits), and the email address on your account ready. This will speed up the process significantly.
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Open the chat widget inside the Search Atlas platform and let the agent know you have an overdue invoice you cannot pay due to the error message and that you need the Billing team to manually collect the payment.
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Provide authorisation to the agent — confirm the following details so the agent can pass them to the Billing team:
- The exact invoice amount
- The card you authorise to be charged (card type and last four digits so the agent can confirm the correct saved card)
- Your explicit verbal authorisation to charge that card
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The agent will escalate to the Billing team, who will manually collect the payment using the card already saved on your account. You do not need to re-enter any card details.
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You will receive confirmation once the payment has been successfully collected and your account status has been updated.
💡 Before You Reach Out — Gather Your Details
Having the right information ready before you open the chat will speed up the manual collection process. Before contacting support, locate the following:
- Invoice amount: Find the exact amount owed on the late payment notice or overdue invoice email you received.
- Payment method: Identify which card you want to authorise for the charge — note the card type and last four digits from any previous receipts or your bank app.
- Account email: Have the email address associated with your Search Atlas account ready so the agent can locate your billing record quickly.
🛠️ Important Notes
- Do not attempt to add a new card or re-subscribe through the Top-right corner (avatar) → Billing — this can create duplicate charges. The agent will use the card already on file.
- Once you provide authorisation in chat, the Billing team typically processes the manual collection promptly. You will receive an email receipt confirming the charge.
- If your account has been restricted due to the overdue balance, access is restored automatically once the payment is confirmed.
If you are unsure which card is saved on your account or need to update your payment method before the manual collection, let the agent know at the start of the chat so they can guide you. For any billing questions, contact our support team via the chat widget in the platform and we will be happy to help.