🔍 Overview
Some customers who purchased the Summit Platinum plan through the special offer experienced one or more of the following issues:
- Their account was billed $199/month for a Growth plan instead of reflecting the Platinum upgrade
- The 30-day unlimited quota and associated Platinum benefits were not applied
- Promo codes or HDC (HyperDrive Credits) allocations were missing from their account
- Multiple active subscriptions appeared on their account simultaneously
- Duplicate or unexpected charges appeared on their billing statement
These issues were caused by a known technical conflict in how the Summit offer interacted with certain legacy and annual plan configurations during checkout. All related issues have been identified and resolved on our end. If your account is still affected, follow the steps below.
✅ What Was Causing This
The Summit Platinum offer used a dual-tier checkout system that stacked on top of existing subscriptions. For customers on White Label Legacy plans or annual billing cycles, this process could trigger unintended outcomes:
- Multiple active subscriptions were created instead of upgrading the existing one
- The migration add-on cleanup that runs after purchase fired incorrectly, causing billing events to be recorded as cancellations rather than upgrades
- Customers on an annual plan who purchased the same annual Summit offer were not handled correctly by the checkout flow, resulting in plan mismatches
- Promo codes and HDC allocations were not automatically applied when duplicate subscriptions were detected
Our engineering team has shipped fixes for all of the above scenarios. No further action is required on your part to prevent this from happening again.
🛠️ How to Check Your Account Status
Before contacting support, verify the following in your Search Atlas account:
- Go to account menu (person icon, top-right) → Billing and confirm your current active plan displays Platinum
- Check that your 30-day unlimited quota is reflected under account menu (person icon, top-right) → Billing → Plans & Top-ups (Total Quota values, with a 'Quota model details' button)
- Navigate to Billing → Plans & Top-ups to confirm any HDC allocations or promo credits have been applied
- Review your billing history to identify any duplicate or unexpected charges
If everything looks correct, no further action is needed. If you still see a mismatch or missing benefits, continue to the next section.
📋 What Information to Have Ready
To resolve your issue as quickly as possible, gather the following before reaching out:
- The email address associated with your Search Atlas account
- The date of your Summit Platinum purchase
- A screenshot of your current plan shown in account menu (person icon, top-right) → Billing
- A screenshot or description of any duplicate charges, including the amounts and dates
- Any promo codes you received but were unable to apply
⚡ What Our Team Will Do
When you contact support with the information above, a teammate will:
- Verify your purchase and confirm the correct Platinum entitlements
- Manually apply any missing HDC credits or promo code benefits to your account
- Remove any duplicate or incorrect subscriptions from your account
- Coordinate a refund for any duplicate charges if applicable, processed back to your original payment method
- Confirm your 30-day unlimited quota is active and correctly attributed
Refunds, when applicable, are typically processed within 5–10 business days depending on your payment provider.
💬 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 team.