🧩 Why This Happens
In some cases, a second Search Atlas account is created under a slightly different email address — often due to a typo during sign-up. Because this duplicate account is separate from your main account, cancelling your primary subscription does not stop the charges tied to the second one. You may continue to be billed monthly without receiving invoices to your usual inbox, because the receipts are sent to the misspelled email instead.
🔎 Step 1: Identify Whether You Have a Duplicate Account
A duplicate account is likely the cause of unexpected charges if you experience all of the following:
- You cancelled your subscription but charges continued.
- You are not receiving invoices or billing emails for those charges.
- The charge amount matches a Search Atlas plan (for example, $99/month).
If this matches your situation, the charge is likely coming from a second account registered under a different email address.
📧 Step 2: Check for a Misspelled Email at Sign-Up
Think back to when you first created your Search Atlas account. Common typos include:
- A missing or swapped letter in your username (for example, adim instead of admin).
- A misspelled domain name (for example, wldm.io instead of wlmd.io)).
If you remember or can guess the misspelled version of your email, note it down — you will need it in the next step.
🔑 Step 3: Log In to the Duplicate Account
If you can identify the misspelled email address, try logging in to Search Atlas using that email. Use the password you set at the time of sign-up. If you do not remember the password, use the Forgot Password option on the login page — note that password-reset emails will be sent to the misspelled address, so you will need access to that inbox, or you will need our team's help (see the last section of this article).
❌ Step 4: Cancel the Subscription on the Duplicate Account
Once you are logged in to the duplicate account, you will need to contact our support team to have the subscription on that account cancelled. Our team can locate the duplicate account, cancel the active plan, and ensure no further charges are processed. When you reach out, please have the following ready:
- The misspelled email address associated with the duplicate account (if known).
- The approximate date the unexpected charges began.
- The charge amount per billing cycle.
💳 Step 5: Request a Refund for Incorrect Charges
Cancelling the duplicate account stops future charges, but it does not automatically trigger a refund for amounts already billed. To request a refund for the period during which you were incorrectly charged, you will need to contact our support team. Refunds are reviewed and processed as courtesy refunds on a case-by-case basis.
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.