🔍 Overview
Some customers have reported being charged the wrong amount after a plan change — for example, seeing a $399 charge instead of $199, or being prompted to pay again when switching to a lower-tier plan. This article explains why these issues happen, what to expect, and how to get them resolved quickly.
⚠️ Why Overcharges Happen
Billing discrepancies on Search Atlas accounts are usually caused by one of the following:
- Custom pricing not applied automatically: If you were quoted a special rate by a Search Atlas team member (such as a discounted plan price or promotional credits), that pricing sometimes needs to be manually applied to your account. If you check out through the standard self-serve flow before this is done, you may be charged the full list price.
- Duplicate subscription charges: In some cases, accounts that had a past-due status and re-entered checkout were inadvertently given a second base subscription on top of an existing one, resulting in a double charge.
- Downgrade flow triggering a new charge: Moving from a higher-tier plan (e.g., PRO) to a lower-tier plan (e.g., Growth) should not require an additional payment. If you were prompted to pay again during a downgrade, this is a known issue that our engineering team has addressed.
- Upgrade charge applied without plan activation: In rare situations, a customer was charged for an upgrade but the new plan did not activate correctly, leaving them on their old plan while paying the new rate.
✅ What You Are Entitled To
If you have been overcharged, you are entitled to the following:
- A full refund of the difference between what you were charged and what your agreed or correct plan price should be.
- Correct placement on the plan you intended to be on, without any additional charge to make that change.
- Promotional credits or discounts that were promised to you by a Search Atlas team member, such as credits referenced in a sales or support conversation, will be honoured. Please have the name of the team member and any relevant conversation details ready when you contact support.
🛠️ Steps to Resolve Your Billing Issue
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Do not attempt to cancel or re-subscribe on your own. This can trigger additional charges or create a second subscription. Wait until a support agent has reviewed your account.
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Gather your details before contacting support:
- The plan you expected to be on and the price you expected to pay
- The charge amount that appeared on your statement
- The name of any team member who promised you a specific price, credit, or discount (e.g., "Matt promised me X credits")
- Approximate date the charge occurred
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Contact support via the live chat widget (see below). Our team can view your subscription history, identify duplicate charges, apply correct pricing, process refunds, and move your account to the right plan — all in a single conversation.
⏱️ What to Expect After You Reach Out
Once a support agent reviews your account, here is the typical resolution process:
- Refund processing: The difference between the incorrect charge and your correct plan price will be refunded. Refunds typically appear on your original payment method within 5–10 business days, depending on your bank or card provider.
- Plan correction: Your account will be moved to the correct plan without requiring another payment from you.
- Credit application: Any credits that were promised by a Search Atlas team member will be applied directly to your account balance.
- Confirmation: You will receive confirmation in the chat once all changes have been made.
🚫 Common Mistakes to Avoid
- Do not click "Upgrade" or "Subscribe" again if you believe you have already been charged — this may create a second charge.
- Do not dispute the charge with your bank before contacting us. Chargebacks can freeze your account and delay resolution. Our team is able to process refunds directly and quickly.
- Do not share your full credit card number in chat. Support agents only need your account email and transaction details.
💬 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.