## **🔍 Why You May See an Unexpected Charge**

If you notice a charge on a date that doesn't match what you were told, it's usually caused by one of the following reasons:

- **Plan upgrade or add-on activation:** Upgrading your plan or adding a new feature mid-cycle triggers an immediate prorated charge rather than waiting until your next renewal date.
- **Credit type conversion:** When credits are converted between types (for example, from a promotional credit to a paid credit), this can generate a billing transaction outside your normal cycle.
- **Failed payment retry:** If a previous payment attempt failed, the system will retry automatically, which may land on a different date than expected.
- **Manual account adjustment:** Changes applied by the Search Atlas team to fix a billing issue can occasionally create a charge or adjustment on an unexpected date.

## **📅 How Billing Cycles Work**

Your billing cycle is based on the date your subscription originally started. Your renewal date is set to that same day each month. For example, if your subscription started on June 14, your next renewal would normally fall on June 14 of each month.

However, the following actions can reset or interrupt your billing cycle:

- Switching from a monthly plan to an annual plan (or vice versa)
- Upgrading or downgrading your subscription tier
- Applying a new coupon or promotional offer mid-cycle
- A support team member making a manual correction to your account

When any of these events occur, a prorated charge may be applied immediately to cover the difference, and your renewal date may shift accordingly.

## **💡 Understanding Credit Type Conversions**

Search Atlas uses different types of credits depending on your plan and any promotions applied to your account. Common credit types include:

- **Promotional credits:** Applied from trial periods, referral bonuses, or special offers. These often have an expiry date.
- **Plan credits:** Included as part of your active subscription tier and reset each billing cycle.
- **Add-on credits:** Purchased separately for specific tools or features.

When your account transitions between credit types — for example, when a promotional credit expires and converts to a paid credit — a charge may be generated at that moment rather than on your standard renewal date. This is expected behavior, but it can cause confusion if you weren't made aware of the conversion date in advance.

## **🛠️ What to Do If a Charge Looks Wrong**

If you've been charged on an unexpected date or for an unexpected amount, follow these steps before escalating:

1. **Check your billing history:** Go to **account menu (person icon, top-right) → Billing → Invoices** to see a full list of transactions, dates, and descriptions.
2. **Review any recent changes:** Think about whether you upgraded your plan, activated a new feature, or had a support interaction around the time the charge appeared.
3. **Check your credit balance:** Go to **account menu (person icon, top-right) → Billing → Plans & Top-ups** to see your current credit types, amounts, and expiry dates.
4. **Compare the charge to your plan price:** A prorated charge will typically be less than your full plan cost. If the amount matches your full plan price, it may be a standard renewal that landed on a shifted cycle date.

## **⚠️ A Note on Verbal Billing Estimates**

If a member of the Search Atlas team told you a specific future charge date, please be aware that dates can shift if any account changes are made after that conversation. A quoted date is an estimate based on your account state at that moment, not a guaranteed billing date. Always refer to your **avatar in the top-right corner → Billing** (Billing page) for the most up-to-date renewal information.

## **🤝 Need Help Reviewing a Specific Charge?**

If you've reviewed the steps above and still believe a charge was applied incorrectly, our team can look into it and issue a correction if needed. 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.