🔍 Overview
Some customers have found themselves billed twice — either because they had two separate Search Atlas accounts, or because add-ons such as Otto Sites top-ups stacked unexpectedly. This article explains how to spot these issues, what to do about unused add-ons, and how to request a refund if you believe you were overcharged.
🧾 Common Causes of Duplicate or Unexpected Charges
- Two active accounts: If you signed up more than once (for example, with a different email address), you may be paying for two separate subscriptions without realising it.
- Stacking Otto Sites top-ups: Otto Sites top-ups are purchased as add-ons. If multiple top-ups were added in error, they can stack and generate repeated monthly charges.
- Discounted add-ons showing a cost: Some add-ons (such as the Otto Google Ads add-on) display a monthly price in your account but are fully discounted to $0 during a promotional period. A charge appearing on your invoice does not always mean you were billed for it.
- Annual plan renewal dates: Annual plans renew on a fixed date each year. Charges appearing near that date are expected and are not duplicates.
✅ Step 1 — Check Whether You Have More Than One Account
Log in to Search Atlas and check the email address associated with your current account. If you think you may have signed up with a different email in the past, contact support (see below) so an agent can search for additional accounts linked to your name or payment method. Having two active accounts means you are paying two separate subscription fees.
📋 Step 2 — Review Your Active Add-Ons
Inside your account, navigate to your billing or subscription settings and review the list of active add-ons. Look specifically for any Otto Sites top-ups. If you see more top-up entries than you intentionally purchased, or if you are not using Otto Sites at all, cancel the extra top-ups to stop future charges. Cancelling unused add-ons does not affect your core plan.
💡 Step 3 — Understand What You Are Actually Being Charged
Before raising a refund request, clarify the following:
- Annual plan cost: Your annual plan fee is charged once per year on your renewal date. Confirm your renewal date via the top-right avatar → Billing (Billing page) so you are not caught off-guard.
- Add-on monthly vs. discounted cost: Some add-ons show a standard monthly price in the platform but carry a 100% discount, meaning no money is taken. Check your actual invoices (not just the displayed price) to confirm what was charged.
- Invoice numbers: Note the invoice number(s) related to any charge you are disputing. Agents need this to process a refund quickly.
🛠️ Step 4 — Request a Refund
Search Atlas does operate a standard refund window. However, if you were charged for something you did not knowingly activate — such as a duplicate subscription or a stacked add-on you never used — a refund may still be approved as a manager exception, even outside the standard window. This is exactly what happened in confirmed cases of overbilling related to duplicate accounts and Otto Sites top-up stacking.
- Gather your invoice number(s) and the dates of the disputed charges.
- Note whether the charge relates to a duplicate account, an unused add-on, or an unexpected renewal.
- 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.
- Share the invoice number(s) and a brief explanation. The agent will review the charges, escalate to a billing manager if a refund exception is needed, and confirm the outcome in the same conversation.
⚠️ Known Billing Issues Under Active Investigation
Search Atlas engineering teams are actively working on several billing reliability improvements, including preventing duplicate proration charges on add-on purchases and resolving cases where recurring top-ups stacked incorrectly after a billing system migration. If your situation matches these patterns — charges you did not expect, add-ons duplicated on your account, or discrepancies between what is displayed and what was invoiced — your case is taken seriously and refunds can be processed with manager approval.
🙋 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.