## **🔍 Understanding the Charge**

If you see an unexpected charge from Search Atlas on your billing statement, it is most commonly related to one of the following:

- **A Starter or base plan subscription** that was activated during a sign-up or trial flow
- **An automatic renewal** of a monthly or annual plan you may have forgotten about
- **A top-up or add-on** bundled into your subscription at checkout
- **A legacy plan** that was deactivated inside the platform but not fully cancelled in our billing system

Reviewing your subscription status before contacting support can help resolve your case faster.



## **📋 How to Check Your Current Subscription**

1. Log in to your Search Atlas account.
2. Click your **avatar** in the top-right corner to open the Account Menu.
3. Navigate to **Billing** from the account menu (person icon, top-right).
4. On the **Plans & Top-ups** tab, review your active plan, renewal date, and any add-ons.

If you see an active plan you did not intentionally subscribe to, note the plan name and the charge amount before reaching out to our team.



## **❌ How to Cancel Your Subscription**

To cancel your subscription and stop future charges, follow these steps:

1. Log in to your Search Atlas account.
2. Click your **avatar** in the top-right corner.
3. Go to **Billing → Services**.
4. Locate your active plan, click the **⋮ (three-dot) menu**, and select **Cancel**.
5. Review the confirmation/retention step, then confirm cancellation on the final screen.

After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking **Activate**.

**Important:** Cancelling your plan inside the platform is required to stop recurring charges. Simply stopping use of the platform or closing your browser does not cancel your subscription. Contacting support is optional — you can cancel yourself directly from the dashboard. If you completed a cancellation in the past and were still charged, our support team will investigate and correct the error.



## **💰 How to Request a Refund**

Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a quick resolution, have the following information ready when you contact us:

- The **email address** associated with your Search Atlas account
- The **exact charge amount** and the **date** it appeared on your statement
- A brief explanation of why the charge was unauthorized or unexpected
- Confirmation of whether you have already cancelled the subscription

Our team can verify the charge against our billing records, confirm whether your cancellation was processed correctly, and issue a refund where applicable.



## **⚠️ Common Reasons Charges Appear Unexpectedly**

- **Trial conversions:** Free trials that convert to paid plans automatically if not cancelled before the trial ends.
- **Legacy plan errors:** In some cases, older plans that were manually deactivated inside the platform were not fully cancelled in our payment processor, resulting in continued charges. Our team is actively working to prevent this.
- **Re-checkout on a past-due account:** Completing a new checkout while a previous subscription was past-due may have created duplicate billing. If this applies to you, contact support immediately.
- **Bundled top-ups:** Some promotional or special offers include usage top-ups that are reflected as a higher charge at renewal.

## **🛡️ Preventing Unexpected Charges in the Future**

- Always confirm cancellation through the account menu (person icon, top-right) → **Billing** page and look for a confirmation message or email.
- Check your subscription status after any plan change, promotional offer, or trial sign-up.
- Review your billing statement each month and contact us promptly if anything looks unfamiliar.

## **💬 Contact Support**

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.