🔍 Overview
In some cases, customers have reported being charged after submitting a cancellation request — including situations where emails were sent but the cancellation was not fully processed on the billing side. This article explains what happened, what the resolution looks like, and how to get it fixed quickly.
⚠️ Why This Happens
Cancellation requests sent by email are not always linked directly to your billing system. For a cancellation to fully take effect — stopping future charges and deactivating your account — it must be submitted through the self-serve cancellation flow in your dashboard (Profile avatar → Billing → Services → ⋮ → Cancel). In some cases, a known billing issue caused subscriptions or add-ons to continue charging even after a cancellation was initiated. These issues have since been resolved, but if you are still seeing charges, your account may need a manual review.
✅ What a Successful Resolution Looks Like
When this issue is escalated and resolved by the Search Atlas team, you can expect the following outcomes:
- The most recent invoice that was incorrectly charged is voided
- Your account is deactivated and the service cancellation is confirmed
- No further charges are applied going forward
You will receive confirmation once these steps have been completed by the internal team.
📋 Steps To Take If You Were Charged After Cancellation
- Gather evidence of your cancellation request. Locate any emails, chat transcripts, or screenshots showing when and how you submitted your cancellation. Note the exact date so the support team can cross-reference it against your billing record.
- Check your payment statements. Review your bank or credit card statement to identify the exact dates and amounts of any charges applied after your cancellation date. Have these details ready when you contact support.
- Contact the Search Atlas support team directly. Share your cancellation evidence and charge details. Explicitly request that the support agent: (1) void any invoices charged after your cancellation date, and (2) confirm in writing that your account has been fully deactivated with no further charges pending. The agent can complete both actions during the same conversation.
- Ask for written confirmation before ending the conversation. Do not close the conversation until you have received explicit confirmation that your account is deactivated and any incorrect invoices have been voided or refunded.
💡 Important: How To Submit a Cancellation Correctly
To avoid this situation in the future, please note the following:
- Do not rely on email alone to cancel your subscription or add-ons. Email requests may not be directly linked to your billing account.
- The most reliable way to cancel is directly from your dashboard: click your Profile avatar → Billing → Services, then open the ⋮ (three-dot) menu on your plan and select Cancel. You'll see a confirmation/retention step before the final confirmation. After cancelling, your access continues until the end of the current billing period, and you can reverse a pending cancellation from the same place by clicking Activate.
If you have any questions or need further assistance, please reach out to the Search Atlas support team and we will be happy to help.