## **What Is This Issue?**

After cancelling a Search Atlas subscription, some users are offered an additional free month as a retention benefit. In some cases, this free month credit cannot be applied automatically — for example, if the account reached a fully cancelled state before the credit was processed.

When this happens, the free month must be applied manually by the Search Atlas support team on the back end.

## **Why This Happens**

The free month offer is tied to the cancellation flow. If there is a timing gap between accepting the offer and the system processing it, the platform may not be able to attach the credit automatically to an already-cancelled account. This is a known edge case the team is actively working to improve.

## **What to Expect After the Credit Is Applied**

Because this requires a manual back-end action by the support team, the timeline and process work as follows:

- **Processing time:** Once a support team member applies the credit manually, you should see your account access restored within 1 business day. If access is not restored within that window, follow up in the same chat conversation.
- **Confirmation:** The support team will confirm in the chat conversation when the credit has been applied to your account. You do not need to take any further action after that confirmation.
- **Deadline to claim:** The free month offer is tied to your cancellation event. Contact support as soon as possible after cancelling — do not wait more than a few days after cancellation, as the offer may no longer be retrievable once a significant amount of time has passed.
- **No new subscription needed:** Do not attempt to purchase a new subscription to work around the issue. This is not required and may complicate the credit application when the support team reviews your account.

## **Before You Contact Support — Gather These Details**

The support team will need the following information to locate your account and apply the credit in a single conversation. Have these ready before you reach out:

1. **The email address on your cancelled account.**
2. **Confirmation that you accepted the free month offer during the cancellation flow.** If you are unsure whether you accepted it, note this so the team can check on their end.
3. **The approximate date you cancelled your subscription.**
4. **A brief description of what happened** — for example, whether you accepted the offer but your account still shows as fully cancelled with no active access.

## **How to Contact Support to Apply the Credit**

Once you have the details above, contact the Search Atlas support team so they can apply the credit manually on the back end. Share your email address, the cancellation date, confirmation that you accepted the free month offer, and a brief description of what happened.

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.