🔍 Overview
Some customers notice a mismatch between the payment card shown on their invoices and the card that is actually being charged. For example, your invoices may reference a card ending in one set of digits while charges appear on a completely different card. This discrepancy is a known billing system issue that requires a manual correction by our team.
Because this fix happens at the backend billing level, it cannot be resolved by changing settings yourself inside the platform — but this article explains exactly what is happening and how to get it corrected quickly. Note that if you have more than one saved card, you can manage cards yourself from your avatar → Billing → Plans & Top-ups tab (add a new card, set it as primary, or remove a card); the last remaining card cannot be removed this way and requires support.
⚠️ Why This Happens
This issue is linked to a known discrepancy between our billing records and our payment processor. In some cases, a card that was previously saved on the account remains active for charges even though a different card is displayed as the default on invoices. Our engineering team is actively working on a fix to prevent this from occurring for new customers.
✅ How to Get This Corrected
Follow the steps below to identify the discrepancy and prepare the information our billing team needs to resolve it as quickly as possible.
- Identify the discrepancy. Check your most recent invoice to note which card number (last four digits) is shown, and compare it to the card number that actually received the charge on your bank or card statement.
- Gather your card details. Have the last four digits of both the card shown on the invoice and the card you want to be charged going forward. You do not need to share full card numbers.
- Verify your billing section. Log in to your Search Atlas account and navigate to your account billing settings to confirm which card is listed on recent invoices.
- Contact our support team. Reach out to our billing support team directly through the platform. Share the last four digits of the card currently shown on your invoices and the last four digits of the card you want all future charges to use. Our billing team will then correct the active payment card directly in the backend billing system.
- Confirmation. Once our billing team makes the correction in the backend system, all future charges — including any recent invoices affected by the discrepancy — will be processed using your preferred card. You will receive confirmation from our team once the change has been made.
📊 What to Expect After the Fix
- Future invoices will correctly reflect the card our team sets as active in the billing system.
- Any recent invoice that was affected by the mismatch will also be updated to reference the correct card.
- You will receive confirmation from our team once the change has been made.
💡 Tips to Avoid Confusion
- After the correction is confirmed by our team, check your next invoice to verify the correct card is now displayed.
- If you add or remove a card from your account in the future and notice a similar mismatch, contact our billing support team promptly so the discrepancy can be corrected before your next billing cycle.
📬 Still Need Help?
If you are unsure whether your account is affected or have questions about a specific invoice, please reach out to our support team. Provide the last four digits of the card shown on your invoice and the last four digits of the card you wish to have on file, and a billing team member will correct the active payment method in the backend system on your behalf.