🔍 Overview
If you cannot log in to your Search Atlas account but continue to see charges on your payment method, you are likely affected by an account status mismatch — a known issue where an account is incorrectly marked as inactive or past due even though subscription payments have been successfully collected. This article explains what happened, what was done to fix it, and how to get help quickly if you are in this situation.
⚠️ What Causes This Issue
A technical bug caused some accounts to be deactivated and treated as past due despite subscription fees being charged and collected on time. This created a frustrating cycle: the account appeared locked to the customer, yet billing continued as normal. As a result, affected customers were unable to log in to cancel, change, or use their plan.
This underlying engineering issue has been resolved in production. However, if your account was affected during the period when the bug was active, your account status and any charges for months you could not access may need to be manually corrected by our support team.
🛠️ What Our Team Does to Fix It
When a support agent identifies this issue, they take the following steps on your behalf:
- Correct the account status mismatch — your account is restored to active so you can log in again.
- Process refunds — any months during which you were charged but could not access the platform are refunded in full.
- Monitor your account — the team confirms everything is functioning correctly after the fix is applied.
In the confirmed case that led to this article, a customer who was locked out and charged $199 across two months (May and June) received full account restoration and a complete refund of both charges.
📋 What to Do If You Are Affected
Follow these steps to get your access restored and your refund processed as quickly as possible:
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Confirm the issue matches your situation — verify that you are seeing charges on your payment statement from Search Atlas for one or more months during which you were unable to log in.
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Gather your account details — collect the following before reaching out so the team can locate and fix your account immediately without requiring you to log in:
- The email address associated with your Search Atlas account
- The approximate date you lost access
- The charge amounts and dates shown on your payment statement
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Contact support — reach out to the Search Atlas support team and share the details you gathered in step 2. Explicitly state that you were locked out while being charged — this flags your ticket for the account status mismatch issue so the right team can act on it quickly.
If you need further assistance, please contact our support team and we will be happy to help.