🔍 Overview
This article covers three related issues that sometimes occur together: an unexpected subscription charge, an inability to access your NAP citation dashboard despite an active plan, and how refunds are handled. If you are experiencing any of these problems, follow the steps below before contacting support.
⚠️ Step 1: Confirm the Charge on Your Account
Before requesting a refund, verify the charge against your billing records so you have the relevant details ready.
- Click your avatar in the top-right corner of the platform.
- Select Billing, then open the Invoices tab.
- Locate the charge in question and note the invoice number, amount, and date.
- Next, open the Activity Log tab to review any subscription changes that may explain the charge.
If you see a charge you did not authorize and cannot find a corresponding subscription action in the Activity Log, proceed to Step 2.
🛠️ Step 2: Check Whether Subscription Access Was Provisioned
A known issue has been identified where customers were charged for a subscription but access to features — including NAP citations — was not correctly granted. This can happen when a subscription payment is processed but the system fails to activate the associated plan benefits.
To check your current plan status:
- Click your avatar in the top-right corner.
- Go to Billing, then the Plans & Top-ups tab.
- Review whether your active plan reflects the subscription you paid for.
If your plan does not match what you were charged for, or if features remain inaccessible despite a successful payment, this is a provisioning issue that our team will need to resolve for you directly.
📋 Step 3: Understand Your NAP Citation Access
NAP (Name, Address, Phone) citation management is part of specific subscription tiers. If you have confirmed payment but still cannot access your citations dashboard, this is likely related to the provisioning issue described above — not an account permission error.
While this is being resolved, our support team can assist you by:
- Providing screenshots of your existing citation data
- Exporting your citation records so you have a copy
- Submitting citation updates on your behalf as a temporary measure
These concessions are available while the access issue is being investigated or while your refund is being processed.
💰 Step 4: Request a Refund or Subscription Cancellation
If you did not authorize the charge and would like a refund, or if you prefer to cancel your subscription instead of waiting for access to be restored, our support team handles both requests directly.
Here is what you should know about the refund process:
- Refunds are returned to the original payment method used at the time of the charge.
- Processing typically takes 5–10 business days to appear on your statement, depending on your bank or card provider.
- Subscription cancellation is processed at the same time as the refund, if requested.
- You will not need to take any additional action in the platform once the refund is approved by our team.
To initiate a refund or cancellation, contact our team using the chat widget (see below). Have your invoice number ready to speed up the process.
✅ Summary of What to Prepare Before Contacting Support
- Your invoice number (found under Billing → Invoices)
- The charge amount and date
- A brief description of which features you cannot access
- Whether you prefer a refund, subscription cancellation, or restored access
💬 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.