## 🔍 Overview

This article explains how to cancel your Search Atlas account, stop automatic renewal and top-up charges, and verify that your cancellation has been processed correctly. If you believe you have been charged after requesting cancellation, follow the steps below to resolve the issue quickly.



## ⚙️ How to Cancel Your Subscription

Follow these steps to cancel all active plans and add-ons from within the platform:

1. Log in to your Search Atlas account.
2. Click your **avatar** in the top-right corner of the screen.
3. Go to the **Billing** section.
4. Open **Services** and locate your active plan.
5. Click the **⋮ (three-dot) menu** on the plan and select **Cancel**.
6. Review the confirmation/retention step, then confirm the cancellation when prompted.
7. Repeat for each active add-on or top-up package (including OTTO AI top-ups) listed in **Services** — deleting an OTTO site project does not cancel its top-up; you must cancel the top-up here separately.

If you change your mind, you can reverse a pending cancellation from the same place by selecting **Activate**.

Once cancellation is confirmed, your plan will not renew at the next billing cycle. You will typically retain access to your current plan features until the end of the paid period.



## 💡 What Gets Cancelled

When you cancel through the billing settings, the following are stopped:

- **Annual or monthly subscription plan** — no further renewal charges.
- **Add-ons** — any additional features billed separately.
- **Top-up packages** — including OTTO AI credits and other usage-based top-ups. Note: OTTO top-ups are customer-level billing subscriptions — removing an OTTO site project or placing it in Deep Freeze does not cancel the top-up. When you cancel your main plan, its top-ups are cancelled automatically at the end of the billing period.

Make sure to cancel each item individually if you have more than one active charge on your account.



## 🛠️ If You Were Charged After Cancellation

Due to resolved platform issues, a small number of customers experienced charges after submitting a cancellation request. If this has happened to you:

1. Log in and confirm your subscription status in **Billing → Services**. If the plan still shows as active, cancel it now using the steps above.
2. Review your billing history to identify any charges that occurred after your cancellation request.
3. Contact our support team immediately using the live chat widget (see below) and provide the date of your original cancellation request and the charge details. Our team will investigate and process a refund if a charge occurred in error.

## 📊 How to Confirm Your Cancellation

After cancelling, verify the following to be sure all charges have been stopped:

- Your plan status in **Billing → Services** shows **Cancelled** or **Pending Cancellation**.
- No active add-ons or top-up packages appear as renewing.
- You receive a cancellation confirmation email from Search Atlas to your registered email address.

If you do not receive a confirmation email within a few hours or your billing page still shows an active status, contact support immediately so we can confirm the cancellation on our end.



## ⚠️ Important Notes

- Cancellation requests made outside the platform (for example, by replying to an email) may not be processed automatically. Always cancel directly through **Billing → Services** to ensure the request is recorded in our system.
- If your account has an annual plan, you will not be charged again after cancellation, but refunds for unused periods are subject to our refund policy. Contact support to discuss your specific situation.
- Top-up charges are triggered by usage thresholds. Cancelling your subscription does not automatically stop a top-up that was already triggered before cancellation. If you see an unexpected top-up charge, report it to support as described above.

## 💬 Need 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.

When you contact us, please have the following ready to help us resolve your case as quickly as possible:

- The date you originally requested cancellation.
- Details of any charges you believe were made in error (amount, date).
- Your account email address.