🔍 Overview
If you have experienced platform issues, unresolved support tickets, or service disruptions that have affected your ability to use Search Atlas, you may be eligible for a billing review. This article explains what qualifies for consideration and the steps to take to request relief on your account.
📋 What Qualifies for a Billing Review
Search Atlas takes service disruptions seriously. The following situations may be considered for a billing adjustment or temporary payment suspension:
- Ongoing platform bugs that prevent core features from functioning as expected
- Multiple unresolved support tickets spanning an extended period (for example, issues reported since a specific date that remain open)
- Significant degradation of service that limits your ability to complete key workflows
- Repeated poor support experiences that were not resolved in a timely manner
Each case is reviewed individually. Submitting a request does not guarantee an automatic waiver or suspension, but all escalated billing concerns receive a formal review from our team.
⚙️ How Billing Reviews Work
When you contact our support team to request a billing review, a teammate will look into your account and the issues you have reported. Based on that review, they will work with you to determine an appropriate resolution, which may include a credit, a charge waiver, or a temporary payment suspension. Our team will communicate the outcome to you directly.
⏸️ Account Suspension vs. Charge Waiver
It is important to understand the difference between these two options so you can describe what you need when you reach out:
- Charge waiver: A credit applied to your account for a billing period affected by service issues.
- Payment suspension: A temporary hold on upcoming charges while an issue is being investigated.
- Account cancellation: A permanent closure of your account. This is a separate process and cannot be reversed once completed.
Our team will help you choose the option that best fits your situation.
📝 What to Have Ready When You Escalate
To help our team process your billing review as quickly as possible, please have the following information ready before reaching out:
- Your account or project name as it appears in Search Atlas
- The specific dates or billing periods affected by the service disruption
- A list of open or unresolved support ticket numbers related to the issue
- A brief description of how the disruption impacted your use of the platform (e.g., which features were unavailable or broken)
- Any screenshots or error messages you have saved that document the issue
Having these details on hand will allow our team to locate your account history and assess your case without delays.
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.