🔍 What This Issue Looks Like
Some customers see an overdue balance on their account — for example, a past-due amount on their PRO subscription — but find that no Retry Payment option appears in the platform. At the same time, the renewal date shown inside Search Atlas may not match the actual billing date recorded in the payment system.
This is a known billing display issue that has been resolved at the platform level for most affected accounts. If you are still experiencing it, the steps below explain what is happening and how to get it fixed quickly.
⚙️ Why This Happens
A billing system discrepancy can cause your account to be incorrectly flagged as past-due before your actual renewal date has arrived, or to display a renewal date that does not match what is recorded in the payment processor. When this mismatch occurs, the platform may not surface a self-serve retry option because it is waiting on an outdated or incorrect date to trigger the renewal cycle.
Engineering has resolved the underlying causes for the majority of affected accounts, including accounts stuck in a past-due state due to incorrect billing date backfills and subscriptions incorrectly flagged before their first renewal date. However, individual accounts can still be affected if the correction has not yet been applied to your specific subscription.
✅ What the Fix Involves
There is no self-serve action you can take to correct the billing date yourself — this requires the billing team to update the renewal date on your account directly. Once the date is corrected, your subscription will renew automatically, typically within the same day.
Here is what happens when the fix is applied:
- The billing team resets your renewal date to the correct date (usually today).
- Your subscription renews automatically later that day.
- Your overdue balance is cleared once the payment processes successfully.
- Normal billing cycles resume from the corrected date.
🛠️ How to Get This Resolved
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Check your account to confirm the symptoms: an overdue balance is displayed, no Retry Payment option is available, and the renewal date shown in the platform does not seem correct.
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Contact support using the chat widget (see below) and share the following details:
- Your account email address.
- The overdue balance amount shown on your account.
- The renewal date currently displayed in the platform.
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The billing team will investigate the date discrepancy and apply the correction to your account.
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Once confirmed, monitor your account — the subscription renewal should process automatically within the same business day.
📋 What to Expect After the Fix
After the billing team corrects your renewal date, your subscription will renew and your access will continue without interruption. You do not need to manually retry the payment or re-enter any payment details, provided your payment method on file is valid.
If your payment method has expired or needs updating, you should update it via the top-right avatar → Billing → Plans & Top-ups (Add Payment Method / Manage Subscription) before or immediately after contacting support, so that the renewal can process successfully once the date correction is applied.
💬 Still Seeing the Issue?
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.