📋 Overview
This article explains how to request a billing audit across multiple accounts, understand when service credits apply, and how to cancel a subscription so it reflects correctly across your dashboard. Following these steps will help you resolve billing questions quickly and avoid common pitfalls.
🔍 Reviewing Your Charge History
If you need a summary of all charges over an extended period — for example, across two separate email accounts — there is no single self-serve export that consolidates billing from multiple accounts into one view. Here is what you can do:
- Locate invoices per account. Log in to each account separately and navigate to your billing section to download individual invoices. Invoices are available for every billing cycle and include the charge date, amount, and plan details.
- Note all relevant account emails. Before contacting support, write down every email address associated with your subscriptions. This speeds up the audit process significantly.
- Request a consolidated summary. If you need a multi-month, multi-account breakdown in spreadsheet format, open the chat widget in the bottom-right corner of the platform and type human teammate. Provide your account email addresses and the date range you need (for example, 13 months). A team member will compile the full charge history for you.
💡 Understanding Service Credits
Service credits may be issued when deliverables were produced but not fulfilled — for example, press releases that were written but never published, or cloud stacks that were created but not deployed. Credits are applied to your account balance and reduce future charges.
What qualifies for a credit review:
- Press releases written but not submitted or published
- Cloud stacks built but not made live
- Any other service unit delivered to Search Atlas but not completed on our end
What does not qualify:
- Deliverables that were published or deployed, even if results did not meet expectations
- Services cancelled after work had already begun
- Subscription fees for plan access (these are not refundable as credits)
To request a credit review, open the chat widget in the bottom-right corner of the platform and type human teammate. Be ready to share the specific deliverable names, approximate dates, and the account email the charges appeared under. Our team will verify the records and apply any eligible credits promptly.
🚫 Cancelling a Subscription or Publication
Cancelling a subscription — including individual publications or add-ons — must be processed correctly so the cancellation reflects across your dashboard, your billing record, and our internal systems.
- Identify what you want to cancel. Know the exact subscription name or publication you wish to stop. If you have multiple accounts, confirm which account email it is linked to.
- Submit the cancellation request. Open the chat widget in the bottom-right corner of the platform and type human teammate. State clearly: the account email, the subscription or publication name, and your requested cancellation date.
- Confirm the cancellation date. Once processed, you will receive confirmation including the cancellation date and the name of the team member who actioned it. Keep this for your records.
- Check your dashboard. After cancellation is confirmed, verify it shows correctly in your billing section. If the subscription still appears active, return to the chat widget and report it — our team will correct the status immediately.
Important: Do not assume a cancellation is complete until you receive written confirmation from a team member. Requests made outside the platform chat (for example, verbally during a call) may not be logged automatically.
⚠️ Common Billing Issues to Watch For
- Activity log shows wrong status. In some cases the activity log may display an active subscription as cancelled, or vice versa. This is a display issue — contact the team via the chat widget to confirm the true status.
- Charges appearing on the wrong account. If you manage more than one account under different emails, ensure you are reviewing the correct account before raising a billing query.
- Credits not yet visible. Credits are applied manually after verification. Allow up to one business day after confirmation before they appear in your account balance.
🛠️ Getting Further 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 team.