## **🔍 Identify Duplicate Accounts**

You may have two separate Search Atlas accounts if you signed up with different email addresses. Check both inboxes for welcome or billing emails from Search Atlas. Common scenarios include using a personal email for one account and a work email for another.  


## **📋 Verify Your Active Subscription**

1. Log in to each account using the different email addresses.
2. Click your avatar in the top-right corner, select **Billing**, and then **Plans & Top-ups**.
3. Review the subscription details shown on the **Billing** page (**Plans & Top-ups**) to confirm which account has an active plan.

## **⚙️ Cancel the Unwanted Account**

Once you identify the duplicate account with unwanted charges, contact our team to cancel it. 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. Provide both email addresses and request cancellation of the duplicate account.  


## **📄 Understand Refund Policy**

Recurring charges on a duplicate account do not qualify for a refund under our billing policy if the account remained active and accessible. Refunds are only issued for qualifying circumstances such as billing errors on the primary account. The team can confirm eligibility when you contact them.

## **🛡️ Prevent Future Duplicate Accounts**

- Use a single email address for all Search Atlas sign-ups and purchases.
- Save your login credentials in a password manager.
- Before creating a new account, search your email for existing Search Atlas communications.

## **Additional Notes**

After canceling the duplicate account, contact the Billing team to request a refund. Provide the invoice number and amount charged. Refunds are usually processed within 5–10 business days. You will receive a confirmation once the refund is granted, appearing on your original payment method within the standard processing window.

Charges may continue after cancellation if: the request wasn't fully processed, the duplicate account has its own independent Stripe subscription not linked to the original, or a payment was retried on a previously issued invoice. If charged after a cancellation request, open the chat widget in the bottom-right corner of the platform and type **human teammate** immediately for a refund investigation.

Duplicate account created via email typo at sign-up (e.g., swapped letter or misspelled domain). Cancelling primary account does NOT stop charges on the duplicate. Invoices go to misspelled inbox. Diagnose if: cancelled but charges continued + no invoices received + amount matches a Search Atlas plan.