## **🗺️ Overview**

Sometimes after completing an upgrade, you may realise the new plan does not match your needs — or that you missed a limited-time promotion. You may also need to correct a workshop session assignment made at the time of purchase. This article explains what to expect in each scenario and how our team can help.

## **📋 Common Situations This Article Covers**

- You upgraded to a higher-tier or annual plan but intended to stay on your current plan
- You participated in a summit, webinar, or promotional event and the advertised discount has since expired
- Your workshop session (for example, Brand vs. Agency track) was assigned incorrectly at checkout

## **⬇️ Requesting a Plan Downgrade After an Upgrade**

If you recently upgraded and quickly realised the new plan is not the right fit, you may be eligible to move back to your previous plan. Keep the following in mind:

1. **Act quickly.** Downgrade requests are reviewed on a case-by-case basis. The sooner you reach out after the upgrade, the more options our billing team has available.
2. **Have your account details ready.** Know your current plan, the plan you want to return to, and the date the upgrade was processed.
3. **Understand the billing impact.** Depending on how much of the billing cycle has been used, a prorated credit or adjustment may be applied to your account.

Our support team will review your account and confirm whether a downgrade can be processed and what any billing adjustment looks like before making changes.

## **🏷️ Requesting an Expired Promotional Discount**

Occasionally, Search Atlas runs time-limited promotions — such as summit or workshop discounts — that expire after the event ends. If you missed applying a promotional discount during the valid window, here is what you should know:

- **Expired promotions are not automatically reinstated.** Each request is reviewed individually by our billing team.
- **Context matters.** If you attended the event and the discount was not applied due to a technical issue or timing error, our team will take that into account.
- **Approval is not guaranteed.** While we aim to be flexible for genuine cases, we cannot guarantee that every expired promotion request will be honoured.

When you contact support, clearly explain the promotion you are referencing (for example, the end-of-summit 30% off offer), the plan it was intended for, and why the discount was not applied at the time of purchase.

## **🎓 Correcting a Workshop Session Assignment**

Workshop sessions — such as Brand or Agency tracks — are assigned at the time of registration or checkout. If you were placed in the wrong track, our team can correct this. To speed up the process:

1. Identify which session you are currently assigned to and which one you should be in.
2. Note the date of the original assignment so our team can locate the record quickly.
3. Contact support through the chat widget and provide both pieces of information in your first message.

Session corrections are typically straightforward and can be resolved in a single support interaction.

## **🔄 How These Issues Work Together**

In some cases, all three situations — a plan change, a promotional discount, and a workshop correction — may be connected to the same purchase event. If that applies to you, bring all three points up in a single support conversation. This allows our team to review everything together and apply any approved adjustments at the same time, avoiding back-and-forth across multiple tickets.

## **✅ Before You Contact Support — Quick Checklist**

- Know your current plan name and billing cycle (monthly or annual)
- Know the plan you intended to be on
- Have the name or details of the promotion you are referencing
- Know your current workshop track and the correct one
- Have the approximate date of your upgrade or registration

## **💬 Get Help From Our Team**

Billing exceptions and promotional requests require manual review by a human team member. 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.