## **🧭 Overview**

If your account dashboard shows a **cancelled** status but you have already paid for an annual plan, you are experiencing a billing status discrepancy. This is a known issue that requires manual review by our team. This article explains what causes it, what to do immediately, and how your AI generation quota timing works once the issue is resolved.

## **⚠️ What a Billing Status Discrepancy Means**

A billing status discrepancy happens when your payment was successfully processed but your account status did not update correctly in the platform. Common signs include:

- Your dashboard displays **Cancelled** or **Inactive** under your plan status
- You received a payment confirmation email but your features appear restricted
- Your AI generation quota shows zero or is unavailable
- Your next billing date or plan cycle is missing or incorrect

This does **not** mean your payment failed or that your subscription was actually cancelled. It is a synchronisation error between the payment processor and your account record, and our team can correct it quickly.

## **🛑 Do Not Purchase a New Plan**

Before taking any action, do **not** attempt to repurchase or upgrade your plan. Doing so while a payment is already on record may result in a duplicate charge. Wait until a member of our team has reviewed your account and confirmed the status.

## **✅ Steps to Resolve the Discrepancy**

1. **Gather your payment confirmation.** Locate the payment receipt or confirmation email you received when you purchased your annual plan. Note the date of payment, the amount charged, and the email address used at checkout.
2. **Check your account email.** Make sure you are logged into the Search Atlas account that corresponds to the email address used during purchase. Status discrepancies sometimes occur when payments are made under a different email.
3. **Contact support immediately.** 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. Share your payment confirmation details so our team can manually verify the transaction and correct your account status without delay.
4. **Wait for confirmation before using quota-heavy features.** Once our team restores your correct plan status, your AI generation quota will reflect your full annual allocation. Using the platform heavily before the fix is applied may cause confusing quota readings.

## **📅 When Does the AI Generation Quota Reset?**

Your AI generation quota typically resets on a cycle tied to your billing/plan cycle rather than the calendar month, but the exact mechanics can vary by plan. Confirm your exact reset date in your account settings or with support rather than assuming it matches the calendar month.

To find your exact reset date once your account status is corrected:

- Click your **Avatar**
- Go to **Billing**
- Open **Plans & Top-ups**
- Look for the text **All recurring quotas reset on your next billing date** followed by the date

If this field is blank or shows an incorrect date after your account status has been fixed, let our support team know so they can manually verify the reset timestamp on the back end.

## **📆 What Is My Next Plan Cycle Date?**

For annual plans, your next plan cycle date is **12 months from the original purchase date**. This is the date your subscription will renew and another annual payment will be processed, unless you cancel before that date.

Your plan cycle date is separate from your monthly AI quota reset date. Both dates are visible under **Avatar > Billing > Plans & Top-ups** once your account status reflects the correct active state.

## **🔍 Why This Discrepancy Happens**

Billing status discrepancies are typically caused by one of the following:

- A processing delay between the payment gateway and the Search Atlas platform at the moment of purchase
- A previous cancellation request that was submitted and then a new payment was made, creating a conflict in the account record
- An account upgrade or plan switch that did not complete fully due to a session timeout

In all cases, your payment data is preserved and our team can reconcile the account without requiring a new purchase.

## **💬 Still Need 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.