🔍 What Is a Duplicate Account?
A duplicate account occurs when the same person or team creates more than one Search Atlas account — often accidentally — and ends up with two active subscriptions covering the same website or project. This can happen when signing up with a different email address or when a team member creates a second account without realising one already exists.
📋 Before You Request a Refund
Please confirm the following before reaching out to our team:
- You have two separate Search Atlas accounts — both created under your name or organisation.
- Both accounts are subscribed to a paid plan — a duplicate account concern does not apply to free or trial accounts.
- The duplication was accidental — intentional creation of multiple accounts for the purpose of bypassing plan limits is not eligible for a refund.
- You have not made significant use of the second account — extensive usage of the duplicate account may affect refund eligibility.
💡 How to Check If You Have a Duplicate Account
Follow these steps to verify whether a second account exists under your organisation:
- Log in to your primary Search Atlas account.
- Click your avatar in the top-right corner of the platform.
- Select Team Members from the menu (or navigate to /settings).
- Review the list of users and email addresses associated with your account.
- If a colleague or team member signed up separately, their account would not appear here — they would need to log in independently and check their own subscription.
If you are unsure which account is the duplicate, gather the email addresses and sign-up dates for both accounts before contacting support. This will speed up the review process.
⚙️ Search Atlas Duplicate Account Refund Policy
Search Atlas reviews each duplicate account refund request on a case-by-case basis. Here is what our policy covers:
- Eligibility window: Refund requests are typically considered when the duplicate account was created recently and the charge has not been in place for more than one billing cycle.
- Proof of duplication: Our support team will verify that two accounts exist for the same user or organisation before processing any refund.
- Partial vs. full refund: Depending on usage and timing, our team may approve a full or partial refund for the duplicate subscription charge.
- Account consolidation: In most cases, the duplicate account will need to be closed as part of the resolution. Our team can guide you through this process.
- Non-refundable scenarios: If the duplicate account has been actively used for data, projects, or reports over an extended period, a refund may not be granted.
🚀 How to Submit a Refund Request
To request a refund for a duplicate account, follow these steps:
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Log in to the Search Atlas account you wish to keep as your primary account.
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Open the chat widget in the bottom-right corner of the platform.
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Type human teammate to be connected with a support agent.
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Provide the following details to help us resolve your request quickly:
- The email address associated with your primary account
- The email address associated with the duplicate account
- The approximate date the duplicate account was created
- A brief description of how the duplication occurred
Our team will review your case, verify the accounts, and respond with next steps — including whether a refund is approved and how long it will take to process.
🛠️ Prevent Duplicate Accounts in the Future
To avoid this situation going forward, keep these tips in mind:
- Use Team Members (avatar → Team Members in the top-right corner) to add colleagues to your existing account instead of having them create separate accounts.
- Always check whether a Search Atlas account already exists before signing up with a new email address.
- Use a shared company email or a password manager to keep track of your login credentials.
💬 Need Further 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.