🔍 Overview
If you were promised a free trial but were charged immediately, have payments spread across two accounts, or need clarification on what your payments cover, this article explains what these issues typically involve and how to get them resolved by our team.
⚠️ Common Billing Issues This Article Covers
- Immediate charge instead of delayed trial billing — You signed up for a plan with a promised 30-day trial but were billed right away.
- Duplicate charges across two accounts — Payments were made under two separate email addresses, resulting in double billing.
- Trial applied to the wrong account — Your trial period is attached to an email you no longer use or did not intend to activate.
- Unclear payment history — You have made multiple payments and are unsure what plan, period, or account each charge covers.
🧾 Step 1: Gather Your Billing Information
Before contacting our team, collect the following details so your case can be reviewed and resolved as quickly as possible:
- The email addresses associated with all Search Atlas accounts you have access to.
- The exact dates and amounts of all Search Atlas charges as they appear on your bank or credit card statement.
- The email address you want to keep as your primary account, if you have two accounts you want consolidated.
- Any written communication (such as an email or chat transcript) where a 30-day trial or delayed billing was promised to you.
- A description of the issue — for example, whether you were charged immediately, charged on two accounts, or unsure which account holds your active plan.
🔄 Step 2: Understand What Our Team Can Do
Because billing corrections, account consolidation, and refund processing require changes on our backend, these issues cannot be self-resolved from within your account. Here is what our support team handles:
- Trial misapplication — If a trial was promised but not applied correctly, our team can review the account history and apply the appropriate adjustment.
- Duplicate charges — If you were billed on two accounts, our team can identify the overlap and arrange a correction or refund for the duplicate payment.
- Account consolidation — If you have two active accounts, our team can consolidate them so your data and subscription are under a single email address and you are only billed once going forward.
- Refund requests — Our team can review the circumstances of your charges and process a refund where applicable.
📋 Step 3: What to Have Ready When You Escalate
To help our team resolve your billing issue efficiently, please have the following ready when you reach out:
- All email addresses linked to your Search Atlas accounts
- The exact charge dates and amounts as shown on your bank or credit card statement
- The email address you wish to retain as your primary account
- Any documentation of a promised trial or delayed billing
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.