## 🔍 What Happened?

Some customers have been charged for a full subscription auto-renewal after temporarily reactivating their account — for example, to download a file — without intending to renew their plan. If this happened to you, you may be eligible for a refund.



## 📋 Before You Request a Refund

To help our team process your request as quickly as possible, gather the following information:

- The exact charge amount and the date it appeared on your statement
- The reason your account was reactivated (e.g., temporary access to download a file)
- Confirmation that you did not intend to renew or continue your subscription at that time

## 🧾 How to Check Your Billing Activity

You can review your recent charges before reaching out to confirm the details:

1. Log in to your Search Atlas account and navigate to your account billing or subscription settings.
2. Locate your recent charge history or invoice records to identify the auto-renewal charge.
3. Note the charge amount and the date it was applied.

If you see an unexpected auto-renewal charge, proceed to request a refund using the steps below.



## 📩 How to Request Your Refund

Refunds for unintended auto-renewal charges cannot be self-processed through the platform. You need to contact our support team directly so the request can be submitted to the billing team and approved. Once you reach out, here is what will happen:

1. Open the **chat widget** in the bottom-right corner of the platform and type **human teammate** to connect with a support agent.
2. Provide the agent with: your account email address, the charge amount, the date of the charge, and a brief explanation of why the renewal was unintentional (e.g., you only reactivated to download a file).
3. The agent will review your case and submit a refund request to the billing team on your behalf.
4. You will receive confirmation once the refund request has been approved by the billing team.

To give yourself the best chance of a quick approval, include all the details listed in the **Before You Request a Refund** section above when you first message the agent — this avoids back-and-forth and allows the billing team to process your case without delays.



## ⏱️ Refund Timeline

Once a refund is approved by the billing team, the amount is returned to your **original payment method**. Please allow **5–10 business days** for the funds to appear, depending on your bank or card provider.



## 💡 How to Avoid Unintended Renewals

If you only need temporary access to your account — for example, to download a file or retrieve data — consider the following precautions:

- Before reactivating, confirm with support whether a short-term reactivation will trigger an auto-renewal charge.
- After completing your task, ask the support team to confirm your subscription status so you are not left on an active plan you do not need.
- If you no longer need an active subscription, you can cancel it yourself from your dashboard: click your profile avatar → **Billing** → **Services**, then open the ⋮ (three-dot) menu on your plan and choose **Cancel**. Access continues until the end of your current billing period, and you can reverse a pending cancellation from the same place with **Activate**.

## 🛠️ Still Need Help?

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our support team.