🔍 Overview
If you have experienced ongoing platform issues or service disruptions that have affected your ability to use Search Atlas, you may be eligible for a billing review, a payment deferral, or a temporary account suspension. This article explains your options and how to request them quickly.
⚠️ What Qualifies for a Billing Review
A billing review may be appropriate when one or more of the following apply:
- You experienced verified platform outages or technical disruptions that prevented normal use of the product.
- Core features were unavailable or significantly degraded for an extended period.
- You submitted support requests related to the disruption that were not resolved in a timely manner.
- The disruption began on or around a specific, documented date (for example, July 3 or later).
Our team reviews each case individually. Having clear details ready — such as the dates affected, the features impacted, and any prior support conversations — will help us process your request faster.
💳 Billing Relief Options Available to You
Depending on your situation, the following options may be available:
- Charge waiver or credit: If a disruption significantly limited your access to the platform, our billing team can assess whether a full or partial waiver of your next charge — or an account credit — is appropriate.
- Payment deferral: If you need more time before your next billing cycle is processed, we can review a short-term deferral while your issue is being investigated or resolved.
- Account suspension: If you prefer to pause your account temporarily rather than continue paying during an unresolved disruption, our team can assess suspension eligibility based on your plan and account standing.
Please note that billing relief decisions are made on a case-by-case basis and are not automatically applied. You must submit a request through our support team.
📋 What to Prepare Before Reaching Out
To help our team resolve your request as efficiently as possible, have the following information ready:
- Your account email address and plan name.
- The date the disruption started and whether it is still ongoing.
- A brief description of which features were affected and how.
- Any previous support ticket numbers or chat references related to the issue.
- Your preferred resolution: waiver, credit, deferral, or suspension.
🛠️ How to Submit Your Request
Our billing and account teams do not accept requests by phone or email. All billing review and suspension requests must be submitted through the live chat widget inside the platform. Follow these steps:
- Log in to your Search Atlas account.
- Locate the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected directly with a member of our team.
- Explain that you are requesting a billing review or account suspension due to a service disruption, and share the details you prepared above.
Our team will review your case, confirm any verified disruptions on our end, and follow up with the outcome of your request — typically within one business day.
⏱️ What Happens After You Submit
Once your request is received, here is what to expect:
- A team member will review your account history and cross-reference it with any known platform incidents during the reported period.
- If a disruption is confirmed, your billing relief option will be applied or scheduled before your next charge date where possible.
- You will receive confirmation of the outcome via the chat conversation or your account dashboard.
- If your request requires escalation to the billing department, the agent will set a clear expectation for response time.
💡 Tips to Avoid Future Billing Surprises
- Report issues as soon as they begin — early documentation strengthens your case for billing relief.
- Keep a note of your billing cycle date so you know when to act if a disruption is ongoing near your renewal date.
- Check the Search Atlas status page or in-app notifications for updates on known incidents.
🙋 Need Immediate 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.