🔍 Overview
Billing issues can prevent you from accessing Search Atlas and may result in unexpected charges. This article walks you through the most common billing problems — including account lockouts, charges to the wrong card, and refund requests — and explains exactly how to resolve each one.
🔒 Why Your Account Gets Locked Out
Search Atlas automatically locks accounts when a payment cannot be successfully processed. This can happen even if you have recently updated your payment details. Common causes include:
- Card decline by your bank: Your bank may block the charge as suspicious, especially if it is a new or updated card.
- Billing information mismatch: The name, address, or ZIP code on file does not match your bank's records.
- Temporary card hold or freeze: Your card issuer placed a restriction on the account.
- Payment method not saved correctly: The new card was entered but not set as the default payment method.
Once the payment issue is resolved, your account access is typically restored within a few minutes.
⚙️ How to Update or Fix Your Payment Method
- Log in to Search Atlas (if you are locked out, try using a different browser or clearing your cache first).
- Click your avatar in the top-right corner to open the Account Menu.
- Navigate to Billing (Billing is a separate item in the avatar dropdown, not nested under Settings).
- Remove the existing card on file and add your correct payment card.
- Ensure the new card is set as the default payment method before saving.
- Trigger a payment retry by selecting Pay Now or Retry Payment if that option is available on your billing page.
If you cannot log in at all due to the lockout, proceed directly to the support section at the bottom of this article.
💳 Charges Appearing on the Wrong Card
If you have been charged on an old or incorrect card despite updating your payment information, this is almost always caused by one of the following:
- The new card was saved but not set as the default: Search Atlas charges the card marked as default. Adding a new card does not automatically replace the existing default.
- The update did not save successfully: A browser error or timeout may have prevented the change from being recorded.
- Multiple payment methods on file: If more than one card exists in your account, the system will always charge the one marked as default.
To fix this, go to Billing (from the avatar dropdown, separate from Settings), confirm which card is marked as default, remove any outdated cards, and ensure only your correct card is saved and set as default.
🔄 How to Request a Refund
Search Atlas reviews refund requests on a case-by-case basis. If you were charged incorrectly — for example, charged on a card you did not authorise or billed after you believed your account was cancelled — you may be eligible for a refund. To request one:
- Gather your billing details: the charge date, amount, and the last four digits of the card that was charged.
- Open the live chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our billing team.
- Provide your billing details and a brief explanation of the issue.
Refund requests are typically reviewed within 3–5 business days. Approved refunds are returned to the original payment method and may take an additional 5–10 business days to appear on your statement, depending on your bank.
🛡️ How to Prevent This From Happening Again
- After updating any payment method, always confirm the new card is marked as default before leaving the Billing settings page.
- Keep your billing address and ZIP code up to date so they match your bank records exactly.
- If your card is reissued with a new number or expiry date, update it in Search Atlas immediately.
- Check that your bank has not blocked recurring international or SaaS charges — you may need to whitelist Search Atlas transactions.
💬 Still Need Help?
If you have followed the steps above and are still experiencing a lockout, seeing charges on the wrong card, or need to escalate a refund request, our team is ready to 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.