## **🔍 Overview**

If you were charged unexpectedly, had trouble cancelling your subscription, or need a payment method removed from your account, this article explains what to expect and how our support team can help resolve the situation quickly.

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

To cancel your Search Atlas subscription, log in to your account and navigate to your account's billing or subscription settings area. Look for an option to cancel or manage your active plan and follow the on-screen prompts to confirm your cancellation.

Once cancelled, you should receive a confirmation email. Your access typically continues until the end of the current billing period. If you do not receive a confirmation email or encounter any difficulty completing the cancellation, do not attempt to cancel multiple times — contact our support team immediately using the instructions at the bottom of this article.

## **💡 Why You May Have Been Charged After Trying to Cancel**

An unexpected charge after a cancellation attempt usually happens for one of the following reasons:

- The cancellation flow was not completed fully — the final confirmation step was missed.
- A technical error prevented the cancellation from being saved on our end.
- The charge was processed before the cancellation was received, due to billing cycle timing.
- A second subscription or add-on remained active on the account.

In all of these cases, our support team can investigate your account history and clarify exactly what occurred.

## **💳 How to Remove a Payment Method from Your Account**

To remove a saved card from your Search Atlas account, navigate to your account's billing settings and look for an option to manage or remove payment methods. The Remove option is only available when you have more than one card on file, so you may need to add another card before you can remove an existing one. Removing a card does not cancel your subscription. If you still cannot remove it after cancelling, our team can action this on your behalf.

## **🚀 How to Request a Refund for an Unauthorized Charge**

If you believe you were charged without authorisation, here is what to do:

1. Do **not** immediately file a chargeback with your bank. Doing so before contacting us can delay resolution and may lock your account.
2. Gather the following information before reaching out: the charge amount, the date it appeared on your statement, and the email address associated with your Search Atlas account.
3. Contact our support team directly (see below). A member of our team will review your account history, confirm whether a valid cancellation was recorded, and advise on refund eligibility.

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.