🗺️ Overview
If you are running two separate Search Atlas workspaces under different email addresses, you may need to consolidate them into one account, transfer any remaining prepaid value, recover duplicate charges, and update your login email. Because these steps touch billing records, active subscriptions, and platform access, this process must be handled by our support team — it cannot be completed through self-service settings alone. This article explains what to prepare, what to expect, and how to protect your data throughout the migration.
⚠️ Before You Begin
Read the following carefully to avoid data loss or access issues during consolidation.
- Do not cancel or delete either workspace until your support agent confirms in writing that all data, credits, and plan entitlements have been successfully transferred to the destination workspace.
- Identify clearly which workspace is the source (the one being merged away) and which is the destination (the one you will keep).
- Make a note of the login email you want associated with the final, consolidated workspace.
- Gather any billing receipts or invoice numbers that support a duplicate-charge refund claim — these speed up the review process significantly.
📋 What Information to Have Ready
When you contact support, provide all of the following so the team can act without delays.
- Source workspace email — the account being consolidated (e.g., the older or duplicate workspace).
- Destination workspace email — the account you want to keep active after the merge.
- Desired final login email — the address you want to use to sign in going forward, if it differs from the destination workspace email.
- Subscription or plan details — plan name, billing cycle, and any prepaid credits or add-ons on either workspace.
- Duplicate charge evidence — invoice IDs, charge dates, and the total amount you believe was billed incorrectly. State the exact refund amount you are requesting.
- Description of any technical defects — for example, issues with OTTO SEO or ClaimControl that occurred on either workspace, including dates and what behaviour you observed.
🔄 How the Consolidation Process Works
Once you have reached our support team, the consolidation follows these stages.
- Identity and ownership verification — The agent confirms you are the authorised account holder for both workspaces before any changes are made.
- Billing audit — Our team reviews subscription records for both workspaces to identify overlapping charges and calculate any refund owed.
- Plan and credit transfer — The active plan and any remaining prepaid value are migrated from the source workspace to the destination workspace.
- Email migration — Your login email is updated to the desired final address, and access is confirmed before the old credentials are retired.
- Refund processing — Any approved duplicate-charge refund is issued to your original payment method. Processing times vary depending on your payment provider.
- Confirmation — The agent provides written confirmation that the consolidation is complete and all entitlements are active on the destination workspace.
⏱️ What to Expect
Workspace consolidations involving billing adjustments and email changes require backend access and cannot be rushed through automated systems. Providing complete information upfront — both workspace emails, invoice details, and your desired login email — is the single most effective way to reduce turnaround time. Keep an eye on your inbox for follow-up questions from the support team during the process.
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.