🔍 What Happened?
During the Search Atlas AI Summit, some customers who changed their email address had a second account automatically created for them. This resulted in an unexpected invoice — typically $199 — for a plan they did not intentionally subscribe to. If this happened to you, you are not responsible for the duplicate charge and are eligible for a full refund.
⚠️ How to Identify the Issue
You may have experienced this problem if:
- You received an unexpected invoice around the time of the AI Summit.
- You changed your email address before or during the Summit checkout process.
- You now see two active accounts associated with different email addresses.
- You were charged for a plan you did not knowingly select.
✅ Steps to Get Your Refund
This issue requires our Billing team to deactivate the duplicate account and process your refund. Follow the steps below to submit everything in one message so your case can be resolved as quickly as possible — no back-and-forth needed.
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Identify both accounts — Check your inbox (including spam and any alternate email addresses you may have used) for Search Atlas account creation emails or invoices. Note the email address associated with the unintended duplicate account and the invoice number or charge amount.
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Gather your billing details — Locate the unexpected invoice in your email. Note the invoice number, the amount charged, and the date of the charge so you have these ready.
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Contact our support team with the details below — Use the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Submit the following information in one message so the Billing team can action your case immediately:
- The email address on your intended, primary account.
- The email address on the duplicate account (if known).
- The invoice number or amount you were unexpectedly charged.
- The approximate date you changed your email or completed the Summit checkout.
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Billing team deactivates the duplicate account — Once your case is verified, the Billing team will close the unintended account so you are no longer billed for it. You do not need to take any action inside the platform to cancel the duplicate account — our team handles this on the backend.
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Refund to your original payment method — A full refund of the duplicate charge (e.g. $199) is issued to your original payment method. Refunds typically reflect within 5–10 business days. You will receive a confirmation email once the refund has been processed.
💡 Important Notes
- This issue was related to the Summit checkout process and does not reflect a recurring billing error with your main account.
- Only the duplicate, unintended account will be deactivated — your primary account and any associated benefits remain fully intact.
- If you purchased Summit VIP or Platinum benefits, our team can ensure those benefits are correctly attached to your primary account before the duplicate is closed.
- If you are not sure which account is the duplicate, include both email addresses in your message and our team will identify the correct primary account with you.
If you have any questions or need help identifying your accounts before reaching out, our support team is available via the chat widget on this page.