Overview
If you need to move your Search Atlas membership to a different account — for example, to a new email address — or if you've been charged twice for the same billing period, this article explains what to expect and how to prepare so our support team can resolve your issue as quickly as possible.
Please note: Neither account transfers nor duplicate charge refunds can be completed through self-serve tools. Both require our support team to review and action your request directly. This article is designed to help you escalate efficiently.
How Account Transfers Work
Search Atlas memberships are tied to the email address used at sign-up. A full account transfer means moving your subscription, settings, and data to a different account owner. Because this involves billing and account security checks, transfers are handled directly by our support team.
To request a membership transfer, have the following ready before you reach out:
- Your current account email address (the one the subscription is active on)
- The destination email address you want the membership transferred to
- Confirmation that you authorise the transfer — our team will verify ownership before making any changes
Once verified, our team will migrate your subscription to the new account. You do not need to cancel and re-subscribe manually — doing so may result in a duplicate charge.
What Is a Duplicate Charge?
A duplicate charge occurs when your payment method is billed more than once for the same subscription period. If you see two charges from Search Atlas within the same billing cycle, do not cancel either subscription yourself, as this may complicate the refund process. Contact our support team first.
How to Request a Duplicate Charge Refund
Our support team can review your billing history and issue a refund for any confirmed duplicate charge. To speed up the process, have the following ready before you reach out:
- The email address on your Search Atlas account
- The charge amount and approximate date of the duplicate transaction
- A screenshot or reference number from your bank or payment receipt, if available
Once our team confirms the duplicate charge, they will process the refund and notify you of the expected timeline based on your bank or card issuer.
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.