## 🔍 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

1. **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.
2. **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
3. **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.