## **🔍 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:

1. Log in to your primary Search Atlas account.
2. Click your **avatar** in the top-right corner of the platform.
3. Select **Team Members** from the menu (or navigate to **/settings**).
4. Review the list of users and email addresses associated with your account.
5. 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:

1. Log in to the Search Atlas account you wish to **keep** as your primary account.
2. Open the **chat widget** in the bottom-right corner of the platform.
3. Type **human teammate** to be connected with a support agent.
4. 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.