🔍 What This Article Covers
Some customers experience a checkout loop or cannot see the 25% or 30% annual plan discount during signup. This article explains why this happens, what you can do right now, and how to get your discount applied correctly.
⚠️ Why This Happens
A known technical issue can cause the annual plan checkout flow to get stuck in a loop or fail to display promotional pricing. This may occur when creating a new account via certain sign-on methods or when a promotional offer is not correctly recognized during checkout. Our engineering team has investigated and resolved several related issues, but some edge cases may still affect your experience.
✅ What to Do If Checkout Is Broken or the Discount Is Missing
If you are unable to complete checkout or cannot see the annual plan discount, do not attempt to retry the checkout repeatedly. Follow the steps below instead.
- Stop the checkout attempt. Refreshing or retrying a stuck checkout session can sometimes create duplicate requests that complicate your account setup.
- Check your billing section. Go to the top-right corner (avatar) → Billing → Plans & Top-ups tab to confirm whether any plan has already been applied to your account before trying again.
- Do not create a duplicate account. If you already started creating an account, avoid registering again with the same email address. This can cause subscription conflicts.
- Request a manual setup. Our support team can manually create your account and apply the promotional discount outside the broken checkout flow. This is the fastest and most reliable way to get enrolled when checkout is not working.
📅 How to Request Manual Account Setup with Your Discount
If you need a manual setup with your annual plan discount applied, you can book a personalized onboarding session directly with our team using the link below:
Schedule your onboarding here:https://meetings.hubspot.com/rafael-hernandez4/search-atlas-onboardings
During this session, a team member will:
- Set up your account manually
- Apply the correct annual plan discount (25% or 30% as applicable)
- Confirm your subscription is active and your quota is updated
🛠️ If You Already Have an Account and Want to Upgrade
If you already have an active account and are trying to switch to or purchase an annual plan, go to the top-right corner (avatar) → Billing → Plans & Top-ups tab. From there you can manage your subscription and change your plan. If you encounter an error on this page or the promotional pricing is not reflected, do not proceed — contact our support team to have the discount applied manually and avoid billing issues.
💡 Tips to Avoid Checkout Issues
- Use a standard email and password sign-up rather than single sign-on (SSO) if you encounter errors during new account creation.
- Clear your browser cache and cookies before attempting checkout again.
- Do not open multiple checkout tabs at the same time.
- If you see a message that the selected plan price is not available, stop and contact support before retrying.
🙋 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.