🔍 Overview
If you have already requested to cancel your Search Atlas subscription but the account status still shows Past Due and payment attempts are still being made, the cancellation may not have fully processed. This article explains why this happens and exactly what steps to take to get it resolved.
⚠️ Why This Happens
In some cases, a cancellation request does not automatically clear a Past Due billing status. The subscription remains in a stuck state where the platform continues to flag an outstanding invoice and may retry payment — even after a cancellation has been initiated. This is a known billing sync issue that requires a support team member to manually cancel the subscription and void the outstanding invoice on the back end.
✅ What You Should Do First
Before contacting support, try the following self-service steps to confirm the state of your cancellation and rule out any steps you may be able to complete on your own:
- Log in to your Search Atlas account and check your subscription status in your account billing settings. If it still shows Active or Past Due, your cancellation did not complete fully.
- Review your email inbox (including spam) for a cancellation confirmation email from Search Atlas. If you received one, note the date — this confirms the request was logged but may not have fully processed on the billing side.
- If no cancellation confirmation email was received, your original cancellation request may not have been submitted successfully. In that case, attempt to cancel again through your account billing settings and save any confirmation you receive.
- If the subscription status still shows Past Due after attempting the above steps, or if you did receive a cancellation confirmation but the status has not updated, the fix requires manual action by the billing team — proceed to contact support as described below.
📩 How to Contact Support
If the self-service steps above did not resolve the issue, contact our support team directly. You can reach us via the chat option available inside the Search Atlas platform. If you need further assistance, you can also reach us at support@searchatlas.com. Follow the steps below:
- Open a conversation with our support team using the chat option available in the platform.
- Tell the agent that your subscription is stuck in a Past Due state after cancellation and that you want payment attempts stopped immediately.
- The agent will escalate your case to the billing team, who will manually cancel the subscription and mark any outstanding invoice as void so no further charges are attempted.
📋 Information to Have Ready
To help the billing team resolve your case as quickly as possible, please have the following ready when you contact support:
- The email address associated with your Search Atlas account
- The approximate date you submitted your original cancellation request
- Any cancellation confirmation email you received, if applicable
- A brief description of the current status shown on your account