## **🔍 Overview**

In some cases, a payment may be successfully captured by your bank and by our payment processor, yet your Search Atlas subscription still appears cancelled, inactive, or prompts you to choose a new plan. This is caused by a backend billing sync issue — not a problem with your card or bank account. This article explains what is happening and how to get it resolved quickly.



## **⚠️ Symptoms of This Issue**

- Your card is declined inside Search Atlas even though your bank confirms no block or issue on their end.
- After payment, your account still shows as cancelled or directs you to select a new plan.
- You are charged but your subscription does not activate or upgrade.
- Your account is flagged as past due despite a successful charge appearing in your bank statement.

## **🛠️ What Is Causing This**

This is a known backend billing synchronisation issue. In certain scenarios, a charge is successfully captured by our payment processor, but the system fails to update your subscription status correctly — leaving your account in a cancelled or incomplete state. This is not caused by your card details, your bank, or your billing information being incorrect.



## **✅ Steps to Take Right Now**

1. **Confirm the charge with your bank.** Check your bank statement or app to verify whether a payment to Search Atlas has already been taken. Note the date and amount.
2. **Check your billing section.** Go to your avatar in the top-right corner, select **Billing**, then open the **Plans & Top-ups** tab and the **Invoices** tab to review your current subscription status and any recorded payments.
3. **Do not attempt multiple payments.** If a charge has already gone through, do not retry the payment. Submitting additional payment attempts can result in being charged more than once without your subscription being activated.
4. **Contact our support team immediately.** Because this issue requires a manual fix on the backend, it cannot be resolved through self-service steps alone. Our team needs to verify the charge in our payment processor and manually reactivate your account.

## **💬 How to Get Your Account Reactivated**

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.

When you reach out, please have the following ready to help us resolve your case as fast as possible:

- The date the charge appeared on your bank statement.
- The amount that was charged.
- A screenshot of your bank transaction (optional but helpful).
- The email address associated with your Search Atlas account.

Our team will escalate your case to the billing team, verify the charge in our payment processor, and manually reactivate your subscription. You will receive confirmation once your plan is active again.



## **🔒 Will I Be Charged Again?**

No. Once our team confirms that a charge was already captured, your account will be reactivated against that existing payment. You will not be billed a second time for the same period.



## **📋 Summary**

- This issue is a backend billing sync problem — not a card or bank error.
- Do not retry payment if your bank already shows a charge.
- Check your billing details under **Billing → Plans & Top-ups** and **Invoices**.
- Contact support via the chat widget and request a **human teammate** for a fast manual fix.