## **📋 Overview**

This article explains how to request a multi-month billing history, dispute where a refund is sent, and claim credits for services that were canceled or never delivered — such as unpublished press releases or unused cloud stacks.



## **🗂️ How to Request a Detailed Billing History**

Search Atlas can provide a detailed charge-by-charge billing summary for any account. If you need up to 13 months of billing history — including charges across multiple email addresses linked to your account — follow these steps:

1. Open the chat widget in the bottom-right corner of the platform.
2. Type **human teammate** to connect with a member of our team.
3. Provide the following information:

   - All email addresses associated with the accounts in question.
   - The date range you need (up to 13 months).
   - Any specific charge types you want itemized (e.g., press releases, cloud stacks, recurring top-ups).
4. Our team will compile and send you a complete, itemized billing summary.

**Note:** If your account was migrated to a new billing system, some legacy line items may appear under different labels (for example, "Recurring Topups"). Our team can clarify every charge and confirm whether duplicates or stacked charges were applied in error.



## **💸 How to Request a Refund to Your Card**

By default, eligible refunds may be issued as account credits. If you prefer a refund returned directly to your original payment card instead, you must explicitly request this.

1. Open the chat widget in the bottom-right corner of the platform and type **human teammate**.
2. State clearly that you want the refund processed to your **card on file**, not as platform credits.
3. Provide the charge amount, approximate charge date, and the last four digits of the card if available.

Our billing team will review your request and confirm the refund method before processing. Refunds to a card typically take **5–10 business days** to appear, depending on your bank.

**Important:** Refunds cannot be split between a card and credits after processing has begun. Confirm your preferred method before our team initiates the refund.



## **🎁 How to Request Credits for Unused or Unpublished Services**

If you were charged for a service that was canceled, never published, or not delivered — such as press releases that remain unpublished or cloud stacks that were not activated — you may be eligible for account credits or a reversal of those charges.

1. Identify the specific services you believe should be credited. Common examples include:

   - Press releases that were ordered but never published.
   - Cloud stack orders that were not fulfilled.
   - OTTO top-up charges that continued after cancellation.
2. Open the chat widget in the bottom-right corner of the platform and type **human teammate**.
3. Share the service name, the charge amount, and the date(s) the charges appeared.
4. Our team will verify the service status in your account and apply the appropriate credit or refund.

Credits are applied to your Search Atlas account balance and will automatically offset your next billing cycle charge.



## **❌ How to Cancel a Publication or Service**

To cancel a press release, cloud stack, or any other recurring service before it is published or renewed:

1. Navigate to the relevant section in your Search Atlas dashboard (e.g., Press Release Manager or Cloud Stacks).
2. Locate the item you want to cancel and select **Cancel** or **Remove**.
3. If the cancellation option is not visible — or if the service has already been charged — contact support immediately via the chat widget so our team can stop the service before it processes further.

**Tip:** Cancel a service as early as possible in your billing cycle. Charges for services already in production may not be fully reversible.



## **⚠️ Common Billing Issues to Be Aware Of**

Our team is actively working to resolve several known billing edge cases. Here is what to watch for on your statements:

- **Stacked recurring top-up charges:** Some accounts that were migrated between billing systems may show duplicate or stacked "Recurring Topup" line items. These are being investigated and eligible overcharges will be reversed.
- **OTTO top-up charges after cancellation:** In some cases, OTTO top-up fees continued to bill after a cancellation was requested. If you see this on your account, contact our team and the charges will be reviewed for reversal.
- **Immediate charges during free trials:** Plan upgrade charges should now be deferred until the end of your 7-day free trial. If you were charged immediately during a trial period, our team can review this for a correction.

## **🙋 Still Need Help?**

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.