🔍 What Happened?
If your subscription renewed automatically after you believed you had cancelled, this can happen in a few situations:
- The cancellation was submitted after the renewal date, so the next billing cycle had already processed.
- A technical issue prevented the cancellation from completing successfully.
- The cancellation was applied to a service add-on rather than the base subscription.
Whatever the cause, our team can investigate your account and help resolve the issue quickly.
✅ Steps to Take Immediately
- 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.
- Log in to your Search Atlas account: Click your Avatar (top-right icon) and go to Billing (Billing) to review your current subscription status and recent charges.
- Note the charge details: Before contacting support, have the following ready — the charge amount, the date it appeared on your statement, and the last four digits of the card charged. This speeds up the review process.
- Contact our support team: 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.
📋 What Information to Provide
To process your refund request as quickly as possible, our team will need the following details:
- The email address associated with your Search Atlas account.
- The date you originally submitted your cancellation request.
- The renewal charge amount and the date it was processed.
- Any cancellation confirmation number or screenshot, if available.
Having this information ready when you start the chat will significantly reduce resolution time.
⏱️ Refund Review Timeline
Once our team receives your request, here is what to expect:
- Initial review: Our team will verify your cancellation history and the associated charge within 1 business day.
- Decision: You will be informed whether your refund has been approved and the amount to be returned.
- Processing time: Approved refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider.
🛡️ How to Prevent Future Auto-Renewals
To make sure your subscription does not renew again unexpectedly, follow these steps:
- Log in to your Search Atlas account, click your Profile avatar, and go to Billing > Services.
- Open the ⋮ (three-dot) menu on your plan and select Cancel, then follow the on-screen prompts (including the retention step) until you reach the final confirmation screen. Your access will continue until the end of the current billing period, and a pending cancellation can be reversed from the same place by selecting Activate.
- Wait for a cancellation confirmation email to arrive in your inbox. Do not close the browser tab until you see the confirmation screen.
- If you do not receive a confirmation email within 15 minutes, check your spam folder. If it is not there, contact support immediately to confirm your cancellation status.
❓ Frequently Asked Questions
Is a refund guaranteed if my subscription auto-renewed?
Refunds are reviewed on a case-by-case basis in line with our refund policy. Factors such as the timing of your cancellation request and prior usage are taken into account. Our team will communicate the outcome clearly after reviewing your account.
What if I was charged twice for the same plan?
Duplicate charges can occur in rare cases due to billing system errors. If you see two identical charges on your statement, flag this immediately when you contact support — these cases are treated as high priority.
Can I pause my subscription instead of cancelling?
At this time, subscription pausing is not available. You can cancel at any time and resubscribe when you are ready to return.
💬 Still Need Help?
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.