🔍 Why This Happens
In some cases, if your account has a past-due or unpaid invoice at the time you cancel, the cancellation may not fully process. The billing system can continue to schedule payment retries even though you have already requested cancellation. This is a known edge case that requires our team to manually void the outstanding invoice and confirm the subscription is closed on the backend.
⚙️ Steps to Take
- Verify your cancellation request was submitted. Log in to your Search Atlas account and navigate to your billing settings. Review your current subscription status to confirm whether the cancellation was registered.
- Check for outstanding invoices. While in your billing settings, look for any unpaid or past-due invoice still attached to your account. A pending invoice is the most common reason a cancellation does not fully take effect. If you see one, note the invoice amount and date — you will need this information when you contact support.
- Update your payment method and attempt to clear the outstanding balance. If your billing settings allow you to update a payment method, try adding a valid payment method and paying the outstanding invoice directly. In some cases, once the past-due balance is cleared, the cancellation can complete automatically. Check your subscription status again after making the payment to see if the cancellation is now reflected.
- If the cancellation is still blocked after clearing the balance, contact our support team immediately. Because resolving a persistently blocked cancellation requires backend action — specifically voiding the outstanding invoice and confirming the subscription is closed — this final step must be completed by our team. To get the fastest resolution, reach out via the chat option available in the platform. When you reach us, share: your account email address, the date or dates you attempted to cancel, the invoice amount and date you identified in the previous step, and a screenshot of any retry or payment pending message you are seeing. This information allows our specialist to locate your account and take action immediately without back-and-forth delays. Our team will escalate your case, void the outstanding invoice, and fully cancel the subscription on the backend. Once completed, you will receive confirmation that your subscription is canceled and no further payment retries will be scheduled — you will not be charged after the issue is resolved.
💡 What Happens When You Reach Our Team
When you reach our team, a specialist will escalate your case to void the outstanding invoice and fully cancel the subscription on the backend. Once completed, you will receive confirmation that your subscription is canceled and no further payment retries will be scheduled. You will not be charged after the issue is resolved.
🚀 How to Get Help Fast
If you need further assistance, reach out to our support team via the chat option available in the platform. Our team is ready to help you resolve this quickly.
When you reach us, please share the following so we can resolve your case as quickly as possible:
- Your account email address
- The date or dates you attempted to cancel
- A screenshot of any retry or payment pending message you are seeing
- The invoice amount and date of the outstanding invoice