🔍 Overview
Some customers experience two related issues when changing their Search Atlas subscription plan: the Change Plan button keeps spinning without completing the action, or a plan downgrade unexpectedly ends an active free trial early. This article explains why these issues occur and the steps you can take right now to resolve them.
⚠️ Issue 1: The Change Plan Button Keeps Spinning
If you click the Change Plan button and it spins indefinitely without confirming your change, this is typically caused by one of the following:
- A temporary browser or session conflict
- A slow or interrupted network connection
- A cached page state that is out of sync with your account
Follow these steps to resolve the issue:
- Do not click the button multiple times. Multiple clicks can queue duplicate requests and make the problem worse.
- Hard-refresh the page. Press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac to reload without cache.
- Check your current plan. Before retrying, go to your billing or account settings to confirm whether the plan change was actually processed despite the spinner.
- Try a different browser. If the spinner persists, open Search Atlas in a fresh browser window or an incognito/private tab and attempt the change again.
- Clear your browser cache and cookies for the Search Atlas domain, then log back in and retry.
If none of the above steps resolve the spinning button, contact our support team immediately so we can process the change manually and ensure no duplicate charges occur.
💳 Issue 2: Free Trial Ended After Downgrading Your Plan
If you switched plans during an active 7-day free trial and believe you were charged or lost your remaining trial days, please reach out so we can review your account. Switching plans in the dashboard during the trial should keep your original trial end date, with billing starting only when the trial ends.
Here is what you should know:
- You are entitled to the full 7-day free trial regardless of which plan you choose during that period.
- Any charges applied during an active trial period due to this issue are eligible for review and correction.
- Our team can restore your remaining trial days or issue an appropriate adjustment to your account.
To get this corrected, reach out to our support team as described in the Next Steps section below. Please have the following information ready to speed up the resolution:
- The date you started your free trial
- The plan you downgraded from and the plan you downgraded to
- Any charge amounts and dates visible in your billing history
🛠️ How to Check Your Current Plan and Billing Status
Before contacting support, take a moment to verify your account status:
- Log in to your Search Atlas dashboard.
- Click your account name or avatar in the top-right corner.
- Select Billing or Subscription from the dropdown menu.
- Review your current plan, next billing date, and any recent charges.
- Take a screenshot of this page to share with the support team if needed.
✅ What to Expect After Resolution
Once our team has reviewed your case, you can expect one or more of the following outcomes:
- Your remaining trial days restored to your account
- A credit or refund applied for any charge made during the trial period
- Confirmation that your plan change has been correctly processed
- A success notification on your dashboard confirming the free plan switch if applicable
💬 Contact Support
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.