🔍 What Happened
In some cases, a plan upgrade payment is successfully charged but the new plan is not automatically applied to your account. You may notice your account still shows your previous plan (such as Starter), and attempting to upgrade again results in a stuck please wait message. This is a known billing issue that our engineering team has investigated and resolved on the platform side.
⚠️ What to Check First
Before contacting support, verify the following:
- Check your email inbox for a payment confirmation or receipt from Search Atlas. This confirms whether the charge was processed.
- Log in to your account and navigate to the Billing section to review your billing history and confirm the charge appears in your invoices.
- While in the Billing section, check your current plan details to see which plan is active on your account.
If your billing history shows a successful payment but your active plan still reflects your old plan, your account has been affected by this issue.
🛠️ How This Gets Resolved
When a payment is processed but the plan upgrade does not apply automatically, the account must be manually upgraded by a member of our support team on the backend. However, you can help speed up the process significantly by following these steps before reaching out:
- Gather your payment confirmation. Locate the payment receipt in your email inbox or check your bank/card statement to confirm the charge amount and date.
- Do not attempt to pay again. Submitting a second payment for the same upgrade may result in a duplicate charge. Our team will confirm your original payment and apply the correct plan without any additional charge to you.
- Contact our support team (see below) and share the details listed in the next section. Provide your account email address, the plan you intended to upgrade to, the charge amount and date, and a screenshot or copy of your payment confirmation. Our team can typically verify the payment and apply your plan upgrade within the same conversation — no additional payment is needed.
By having your payment details ready before you start the chat, our team can verify and apply your upgrade promptly — often resolving the issue in a single support interaction.
📋 What to Have Ready
To help our team resolve this as quickly as possible, please have the following information available when you reach out:
- The plan you intended to upgrade to (for example, Growth or Pro)
- The amount charged and the approximate date and time of the payment
- A screenshot or confirmation of the payment from your email or bank statement
- Your account email address
💬 How to Get Help
Because this fix requires a manual action on our backend, you will need to contact our support team directly. Once you have gathered the information listed above, reach out via the support chat available inside the platform. Share your payment confirmation details and account email address, and a support agent will manually apply your plan upgrade — typically within the same conversation. To connect with a member of our team, open the chat widget in the bottom-right corner of the platform and type human teammate.
If you have any questions or need further assistance, please don't hesitate to reach out — we're happy to help.