🔍 What Is an Account Freeze?
Search Atlas subscriptions cannot be paused or frozen. In Billing → Services, the only available options are Cancel (which takes effect at the end of the current billing period) and Activate (to undo a pending cancellation). "Temporary Pause" appears only as a reason you can select on the cancellation survey — it does not pause your account.
If you submitted what you thought was a freeze request, your subscription was not actually paused, and billing will continue to run on its normal cycle until a cancellation is submitted and takes effect.
⚠️ Why You May Still Be Charged After a Freeze Request
Billing at Search Atlas is processed automatically based on your renewal date. If your freeze request was submitted close to — or after — your billing date, the charge may have already been triggered before the freeze was applied. Common reasons this happens include:
- The freeze request was submitted within 24–48 hours of your billing renewal date.
- There was a processing delay between your request submission and confirmation.
- The freeze was not fully confirmed before the billing cycle closed.
A freeze request alone does not guarantee that an upcoming charge will be blocked. Always check for a confirmation message or email after submitting your request.
❄️ Your Subscription Options
In Billing → Services, the only available subscription actions are:
- Cancel: Ends your subscription at the close of the current billing period. You will not be charged again after cancellation is confirmed.
- Activate: Undoes a pending cancellation so your subscription continues.
There is no option to pause or freeze the subscription itself.
💰 How to Request a Refund for an Unexpected Charge
If you were charged after submitting a cancellation request and believe the charge was applied in error, follow these steps to request a refund:
- Log in to your Search Atlas account.
- Navigate to your account settings by clicking your avatar in the top-right corner, then go to Team Members or visit /settings.
- Confirm the date your cancellation request was submitted and whether you received a confirmation.
- 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.
- Share your cancellation request date, the charge date, and any confirmation you received. Our team will review your case and advise on next steps.
Refund eligibility is reviewed on a case-by-case basis. Having your request date and billing details ready will help speed up the process.
✅ Best Practices to Avoid Unexpected Charges
To reduce the chance of being billed after a cancellation request, keep these tips in mind:
- Submit cancellation requests at least 5 business days before your next billing date.
- Always wait for a written confirmation of your cancellation before assuming it is active.
- Check your billing renewal date in your account settings so you know when the next charge is scheduled.
- If you are unsure whether your cancellation was successfully applied, contact support immediately — do not wait until after you are charged.
🛠️ 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.