## 🔍 Overview

In some cases, a plan upgrade may fail to apply to your account even though your payment was processed successfully. If you then attempt to upgrade again, you could end up with duplicate charges while your account still shows the old plan. This article explains what to do if this happens to you.



## ⚠️ Signs You May Be Affected

- Your account still displays your previous plan (for example, Starter or Pro) after completing an upgrade payment.
- You have two or more receipts or charge confirmations for the same upgrade.
- Features associated with your new plan are not available in your account.

## 🛠️ Steps to Take Right Away

1. **Do not attempt to upgrade again.** Making additional payment attempts will not fix the underlying issue and may result in further duplicate charges.
2. **Try logging out and back in.** After a successful payment, your plan may take a moment to propagate. Log out of Search Atlas completely, wait 2–3 minutes, then log back in and check whether your plan has updated and the expected features are now available.
3. **Clear your browser cache and hard-refresh.** If the plan still shows incorrectly after logging back in, clear your browser cache (or open an incognito/private window) and reload your account page. Sometimes a stale cache causes the old plan to appear even after a successful upgrade.
4. **Check your email for a confirmation receipt.** Locate all payment confirmation emails you received for the upgrade attempt(s). Note the exact amounts, dates, and transaction IDs shown — you will need these if you need to escalate.
5. **If the issue persists, gather your receipts and contact our support team.** Collect all payment confirmations or receipts you received for the upgrade. Because applying the corrected plan and processing refunds for duplicate charges requires action from our billing and engineering team, please reach out to support so they can manually correct your account and issue any refunds owed. You can contact our team directly through Search Atlas support.

## 💡 What Happens After You Contact Support

Once our team is notified, here is what you can expect:

- **Account correction:** Our billing and engineering team will investigate and apply your upgraded plan to your account manually.
- **Duplicate charge refunds:** Any duplicate payments will be identified and refunded to your original payment method.
- **Refund timeline:** Refunds typically reflect in your account within **5–10 business days**, depending on your bank or card issuer.

## 📋 Information to Have Ready

To help our team resolve your case as quickly as possible, please have the following available when you reach out:

- The email address associated with your Search Atlas account
- All payment confirmation emails or receipts for the upgrade attempt(s)
- The exact amounts, dates, and transaction IDs from those receipts

If you are still experiencing issues, please reach out to our support team and we will be happy to help.