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

If you notice a charge that does not appear in your billing history, or a charge from a subscription you do not recognise, it is commonly caused by one of the following:

- A **duplicate checkout** — the same purchase was submitted twice (for example, clicking Pay again while checkout was processing, a browser timeout, or a retry after a network error). Search Atlas now guards against this with duplicate-checkout protection.
- A **second Search Atlas account** was created under a different email address — sometimes accidentally during a free trial sign-up or a referral link click — each with its own subscription.
- A charge was processed on the correct account but has not yet refreshed in your billing view.
- A payment method is shared across two accounts, making the charge appear on the wrong account's statement.

The steps below will help you confirm which account was charged, locate the invoice, and take the right action.

## **📋 Step 1: Check Your Billing History**

Start by reviewing the invoices tied to your current account.

1. Click your **avatar** in the top-right corner of the platform.
2. Select **Billing** from the dropdown menu.
3. Open the **Invoices tab**.
4. Look for the invoice number mentioned on your bank or card statement (for example, **JHHZVCHV-0003**).

If the invoice number does not appear here, the charge most likely belongs to a second account registered under a different email address.

## **📊 Step 2: Check the Activity Log**

The Activity Log can help you confirm whether any recent subscription changes or payments were made on your account.

1. Click your **avatar** in the top-right corner.
2. Select **Billing**, then open the **Activity Log tab**.
3. Filter by **Type** to narrow results to payment or subscription events.
4. Check the **Performed By** column to see which user or email triggered the action.

If you see an email address you do not recognise in the **Performed By** column, this confirms activity on a separate account.

## **⚙️ Step 3: Check Your Current Subscription Plan**

Verify that your active plan matches what you expect to be paying.

1. Click your **avatar** in the top-right corner.
2. Select **Billing**, then open the **Plans & Top-ups tab**.
3. Review the plan name, billing frequency, and next renewal date.
4. If anything looks unfamiliar, note the details before contacting support.

## **🛠️ Step 4: Request a Refund or Cancel the Unwanted Account**

Search Atlas does not currently provide a self-service option to cancel a second account or process a refund directly from the platform. You will need to contact our support team, who can:

- Locate the duplicate or unwanted account using your invoice number or payment details.
- Cancel the active subscription on that account.
- Assess your eligibility for a refund in line with our refund policy.

To get help as quickly as possible, have the following information ready before you open the chat:

- The **invoice number** from your statement (e.g. JHHZVCHV-0003).
- The **email address(es)** you may have used to sign up for Search Atlas.
- The **charge amount and date** as shown on your bank or card statement.

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.

## **💡 How to Prevent Duplicate Accounts**

To avoid being charged for an account you do not intend to keep active:

- Always sign in using the **same email address** you used when you first created your account.
- If you start a free trial, check your inbox for the confirmation email and use that address for all future logins.
- Do not create a new account if you have forgotten your password — use the **Forgot Password** link on the login page instead.
- If a colleague or team member needs access, add them via **avatar → Team Members** rather than creating a separate account.