🔍 Why Did I Get Charged After Canceling?
If you canceled your Search Atlas subscription but still see a charge on your statement, one of the following reasons is most likely responsible:
- Billing cycle timing: Cancellations take effect at the end of your current billing period. If your cancellation was processed partway through a cycle, the final charge for that period may still apply before access ends.
- Duplicate subscription: In rare cases, a technical issue may have created a second active subscription alongside your canceled one. Both subscriptions can generate separate charges even after you believed you had fully canceled.
- OTTO add-on or top-up still active: OTTO top-up credits are billed as a separate customer-level subscription. Deleting an OTTO site project releases its slot but does not stop the top-up charge. The top-up continues billing until you cancel it separately (Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel), or until your main plan's cancellation takes effect at the end of the billing period, which cancels its top-ups automatically. Deep Freeze also does not cancel the top-up.
- Confusing cancellation confirmation email: You may have received an email with a subject line referencing a charge failure or a downgrade to Free. This is a known labeling issue and does not mean your cancellation failed — your plan may still have been successfully canceled.
📋 What Information to Have Ready
Before contacting our team, gather the following details so we can resolve your case as quickly as possible:
- The email address associated with your Search Atlas account
- The date you canceled your plan (check your email for a cancellation confirmation)
- The exact charge amount and date it appeared on your statement
- The last four digits of the card that was charged
- Any screenshots of your billing history inside the platform, if available
🛠️ How to Check Your Billing Status
You can review your current subscription status and billing history directly inside Search Atlas:
- Log in to your Search Atlas account.
- Click your avatar in the top-right corner and select Billing.
- Navigate to the Plans & Top-ups tab.
- Review your plan status, renewal date, and recent invoices. Check whether any add-ons such as OTTO top-ups are listed as active under the Plans & Top-ups tab.
If your plan shows as Free or Canceled but a charge still appeared, this confirms a billing discrepancy that our team needs to investigate and correct on your behalf.
💡 What Happens When a Refund Is Approved
Once our team verifies the charge was made in error, here is what you can expect:
- A refund will be issued to the original payment method used at the time of the charge.
- Refund processing times vary by card issuer but typically appear on your statement within 5–10 business days.
- Our team will confirm the refund amount and timeline via the chat conversation.
- If a duplicate subscription was the cause, our team will ensure all active subscriptions are fully closed so no further charges occur.
🚀 How to Get This Resolved Fast
Our support team has full access to your billing records and can identify duplicate subscriptions, stuck add-ons, and unprocessed cancellations. The fastest way to get a refund issued is to contact us directly through the platform.
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.
Please include the charge date, amount, and your account email in your first message so we can pull up your case immediately and begin the resolution process without delays.