🔍 Overview
If you see a charge on your account after cancelling your Search Atlas subscription, you may be entitled to a refund. This article walks you through how to confirm your cancellation is active, what information to gather, and how to escalate a refund request to our billing team — exactly as our support agents handle it.
⚠️ Why This Can Happen
In some cases, a billing cycle may process shortly after a cancellation request if the cancellation was not completed before the renewal date. Our engineering team is actively working to prevent charges from occurring after cancellation. If you have been affected, our billing team can review your case and issue a refund where applicable.
✅ Step 1 — Confirm Your Cancellation Is Active
Before requesting a refund, verify that your subscription has been successfully cancelled:
- Log in to your Search Atlas account.
- Click your Avatar (top-right) → Billing → Services in your dashboard, or navigate directly to: https://dashboard.searchatlas.com/billing (Services tab)
- Under Active Services, check whether your plan still shows as active or whether it reflects a cancelled status.
- If your plan is still active, cancel it now by following the cancellation steps shown on that page before proceeding.
📋 Step 2 — Gather Your Billing Details
To help the billing team process your refund quickly, collect the following information before reaching out:
- The invoice number for the charge you are disputing (found in your billing history)
- The date of the charge
- The amount charged
- Confirmation of when you originally cancelled your subscription
You can find your invoice history in the Billing section of your dashboard.
💬 Step 3 — Submit Your Refund Request
Our billing team reviews refund requests on a case-by-case basis. Refunds are not processed automatically — you must contact support to initiate the review.
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.
When you connect, share your invoice number, charge amount, and cancellation date so the agent can escalate your case to the billing team without delay.
⏱️ What to Expect After You Submit
Once your request is escalated to our billing team:
- The team will review your account and the charge in question.
- If a refund is approved, it will be processed and you will receive confirmation via the chat conversation.
- Refund processing times may vary depending on your payment provider, but you will be notified as soon as the refund is issued.
🛡️ Preventing Future Unexpected Charges
To avoid being billed unexpectedly in the future:
- Cancel your subscription before your next renewal date, not on the same day.
- After cancelling, return to Active Services to confirm the cancellation is reflected in your account.
- Take a screenshot or note the date of your cancellation confirmation as a record.
Additional Notes
Check your cancellation confirmation: Look in your inbox for a confirmation email from Search Atlas. A successful cancellation always generates a confirmation message. If you did not receive one, the cancellation may not have gone through. Also note: cancellation may have been applied to a service add-on rather than the base subscription.