# **🔍 Why You May Still Be Getting Charged**

If you are seeing charges after you believed you cancelled your subscription, one of the following is likely the cause:

- The cancellation was not fully completed — some steps require confirmation before taking effect.
- Your cancellation was submitted after the next billing cycle had already been triggered.
- A second or additional workspace on your account remains active with its own subscription.
- Your request was submitted through an unofficial channel (e.g. a chat message) rather than through the billing settings, which does not automatically cancel a subscription.

The sections below walk you through how to verify your subscription status and take the right steps to stop recurring charges.

# **⚙️ How to Cancel Your Subscription Correctly**

1. Log in to your Search Atlas account.
2. Click your **profile icon** in the top-right corner of the platform.
3. Select **Billing** from the dropdown menu, then go to **Plans & Top-ups**.
4. Under your active plan, use **Manage Subscription**.
5. Follow the on-screen prompts and confirm the cancellation when asked. You should receive a confirmation message on screen and a confirmation email to your registered address.

**Important:** Your cancellation is only complete when you see a confirmation message. If you did not receive this confirmation, your subscription is still active. If you are unsure whether your cancellation went through, or if you do not see a clear indication that it was completed, contact our support team so we can confirm and assist.

# **📅 Understanding Billing Timing**

Search Atlas subscriptions renew automatically at the start of each billing cycle. Here is what you need to know:

- Cancellations take effect at the **end of your current billing period**. You will retain access to the platform until that date.
- If a new billing cycle begins before you cancel, the charge for that cycle is generally non-refundable as you have already been granted access for that period.
- To avoid being charged for the next cycle, cancel **at least 24 hours before your renewal date**.

# **🛠️ How to Check Your Current Subscription Status**

Not sure whether your subscription is still active? Follow these steps:

1. Go to **Billing → Plans & Top-ups** in your account settings.
2. Review the **Plan Status** field. It will show either **Active**, **Cancelled**, or **Pending Cancellation**.
3. If the status shows **Active** and you intended to cancel, proceed with the cancellation steps above.
4. If the status shows **Pending Cancellation**, your cancellation is confirmed and no future charges will be made after the current period ends.
5. If you are still unable to cancel or continue to see unexpected charges after completing the cancellation, contact our support team for direct assistance.

# **💡 Requesting a Review of a Charge**

If you believe you were charged in error — for example, you have proof of a completed cancellation before the billing date — our team can review your case. To request a charge review:

- Gather any confirmation emails or screenshots showing your cancellation was completed.
- Note the date the charge appeared and the amount.
- Have your account email address ready so our team can locate your account quickly.
- Contact our team through the live chat widget (see below) and provide these details so we can investigate promptly.

**Please note:** Charge reviews are assessed on a case-by-case basis. Having documentation of your cancellation confirmation significantly speeds up the resolution process.

# **🚀 Preventing Future Billing Issues**

Keep these best practices in mind to avoid unexpected charges in the future:

- Always cancel through the **Billing → Plans & Top-ups** settings — not via chat or email requests.
- Save or screenshot the cancellation confirmation page for your records.
- Check your registered email for a cancellation confirmation message after completing the process.
- If you manage multiple workspaces, verify the subscription status of **each workspace** separately, as each one has its own 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.