🔍 Understanding the Issue
In rare cases, a charge may process against a credit card that you previously removed from your Search Atlas account. This can happen if the card was still flagged as a default payment method in our billing system at the time your subscription renewed, even if it appeared deleted in your account settings.
If this has happened to you, this article explains the steps to take to request a refund, permanently remove the old card, and confirm your authorized card is set as the active payment method.
📋 Step 1 — Review Your Current Payment Methods
Before contacting support, log in to your Search Atlas account and navigate to Avatar (top-right) → Billing to check which cards are currently on file and which is set as the active default. If you notice the old card is still listed, do not attempt to delete it yet — our support team will need to verify and process the refund first before the card can be removed from the billing system.
💬 Step 2 — Contact Support to Request a Refund
Refunds for unauthorized charges must be processed by our billing team. To get this resolved quickly, please have the following information ready before you reach out:
- The last four digits of the card that was incorrectly charged.
- The date and amount of the charge (check your bank or card statement).
- The last four digits of your authorized card — the one that should be used going forward.
Our team will verify the charge, confirm the refund eligibility, and initiate the process. Refund timing will depend on your card provider.
🗑️ Step 3 — Remove the Old Card
Once the refund has been confirmed by our team, they can assist with permanently removing the unauthorized card from the billing system. If the card no longer appears in your account settings but you were still charged on it, our support team can remove it directly on your behalf.
✅ Step 4 — Confirm Your Authorized Card is Set as Default
To make sure all future charges go to your correct card, confirm with our support team that your authorized card is set as the active default payment method in the billing system. Our team can verify this on the backend and make any necessary updates.
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.