🚫 Cancel a Duplicate Account and Stop Charges

🔍 What Is a Duplicate Account?

A duplicate account is created when a new Search Atlas account is registered using a different email address, often by accident during a sign-up or billing retry. Even if the account appears inactive, it may still generate charges through an active Stripe subscription tied to that email.

⚠️ Why Charges May Continue After Cancellation

In some cases, customers report being charged again after requesting a cancellation. This can happen because:

• The cancellation request was not fully processed in our billing system.
• The duplicate account has its own independent subscription in Stripe that was not linked to the original account.
• A payment was retried on a previously issued invoice before the account was fully disabled.

Our team is actively working to prevent these scenarios, but if you have been charged after a cancellation request, it is important to contact us immediately so we can investigate and issue a refund where applicable.

🛠️ How to Identify If You Have a Duplicate Account

1. Check your email inbox for any Search Atlas welcome emails or billing receipts sent to a different email address than the one you normally use.
2. Review your bank or card statements for more than one charge from Search Atlas or Stripe within the same billing period.
3. Log in to your primary Search Atlas account, click your avatar in the top-right corner, and go to Team Members (or visit /settings) to confirm only your intended accounts and users are listed.

📋 Steps to Request Cancellation of a Duplicate Account

1. Gather the details — note the email address associated with the duplicate account and the approximate date it was created or first charged.
2. Open the live chat widget in the bottom-right corner of the platform from your primary account.
3. Type human teammate to be connected with a member of our support team.
4. Provide the duplicate account's email address, the charge amounts, and the dates you were billed.
5. Request written confirmation that the duplicate account has been cancelled and that no further charges will be made.

✅ What to Expect After Submitting Your Request

• Our team will locate the duplicate subscription in Stripe and cancel it immediately.
• If a charge occurred after a previous cancellation request, our team will review it for a refund.
• You will receive confirmation once the account is fully deactivated and billing has stopped.
• No further invoices or payment attempts will be made against the cancelled account.

🛡️ How to Prevent Duplicate Accounts in the Future

• Always use the same email address when logging in or restarting a subscription.
• If you need to add team members, use the Team Members section under your account settings rather than creating a new account.
• If you encounter an error during checkout or sign-up, do not retry with a different email — contact support first to resolve the issue.

💬 Need Immediate Help?

If you have been charged on a duplicate account or need to confirm a cancellation, do not wait. 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.