Overview
Some users on a free trial encounter an error or a loading freeze when trying to add a credit card as a payment method. Because this issue can have different causes depending on your account and browser environment, the steps below will help you resolve it on your own in most cases.
Self-Serve Troubleshooting Steps
Work through the following steps in order. After each one, try adding your payment method again to see if the issue is resolved.
- Try a different browser. If you are using Chrome, try Firefox or Edge (or vice versa). Some payment form issues are browser-specific.
- Open an incognito or private window. In Chrome press Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac). In Firefox press Ctrl+Shift+P. Then navigate to Search Atlas and attempt to add your card again.
- Clear your browser cache and cookies. In Chrome go to Settings → Privacy and Security → Clear browsing data, select Cookies and Cached images, then click Clear data. Reload the page and try again.
- Disable browser extensions. Ad blockers, privacy extensions, and script blockers can interfere with payment forms. Disable all extensions temporarily, then retry adding your card.
- Try a different card. If you have access to another credit or debit card, attempt to add that one instead to rule out a card-specific issue.
- Check that your card details are correct. Ensure the card number, expiry date, CVC, and billing postal code are entered exactly as they appear on your card.
If the Issue Persists
If you have worked through all of the steps above and still cannot add your payment method, please contact our support team so we can resolve this for you manually.
When you contact us, please share:
- The exact error message or behaviour you see (screenshot if possible).
- The browser and device you are using.
- Your account email address.
Our team will work with the billing and engineering team to ensure your payment method is added successfully before your trial expires.