🔍 What Is This Issue?
Some customers on an annual subscription have reported being charged additional monthly fees alongside their yearly plan. These duplicate charges are not intentional and can be refunded. This article explains what to check and how to get the issue resolved as quickly as possible.
📋 Common Signs You Have Been Double Billed
- You paid for a full annual subscription but see one or more separate monthly charges on your card or bank statement.
- You have multiple invoices from Search Atlas within the same billing period.
- Your payment method was charged more than once in a single month after your annual plan was activated.
🔎 How to Check Your Invoices and Billing Activity
- Click your avatar in the top-right corner of the platform.
- Select Billing from the menu.
- Open the Invoices tab to review all charges associated with your account.
- Open the Activity Log tab to see a detailed record of billing changes, sorted by timestamp if needed.
- Look for any charges that do not match your expected annual plan amount. Note the invoice numbers, amounts, and dates — you will need these when contacting support.
⚠️ Can You Self-Resolve a Duplicate Charge?
Unfortunately, refunds for duplicate or erroneous charges cannot be processed directly from within the platform. This must be handled by the Search Atlas billing team. However, you can speed up the process significantly by gathering the right information before reaching out.
Have the following ready when you contact support:
- The invoice numbers and amounts for each charge you believe is incorrect.
- The date each charge appeared on your account or bank statement.
- Confirmation of your annual plan start date.
⏱️ What Happens After You Report the Issue?
Once the billing team confirms the duplicate charges, refunds are processed promptly. Based on resolved cases, the typical outcome is:
- All duplicate charges are identified and refunded in full.
- Refunds take 5–10 working days to appear in your account, depending on your bank or card provider.
- You will receive confirmation once the refunds have been processed.
💬 How to Contact Support
If you suspect you have been double billed, do not wait. Reach out to the team right away with your invoice details so the billing team can investigate and process your refund. 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.