🔍 Why This Happens
In rare cases, a charge attempt may occur after you cancel your Search Atlas subscription. This can happen for a few reasons:
- Billing cycle timing: If your cancellation was processed close to your renewal date, a charge may have already been queued before the cancellation took effect.
- Duplicate subscription: In some upgrade or trial conversion flows, a duplicate subscription record may have been created, triggering an additional charge.
- Invoice not closed properly: An open invoice from before your cancellation date may have remained active and triggered a retry attempt.
Our engineering team has identified these issues and has resolved the most common causes. We have also deployed a fix to prevent the Pay action from being available on invoices tied to canceled subscriptions, which eliminates duplicate charge attempts going forward.
✅ How to Check Your Cancellation Status
Before assuming an error, confirm your subscription was fully canceled:
- Log in to your Search Atlas account.
- Click your Profile avatar, then go to Billing and open the Services tab.
- Check your subscription status. It should display as Canceled or Inactive.
- Review your billing history to see if any charges were processed after the cancellation date.
If your status still shows Active, your cancellation may not have been completed successfully. In that case, cancel again from Billing > Services by clicking the ⋮ (three-dot) menu on the plan and selecting Cancel, then complete the confirmation/retention step. Take a screenshot of the final confirmation screen for your records. Note that after cancelling, access continues until the end of the current billing period, and a pending cancellation can be reversed from the same place using Activate.
💰 What to Do If You Were Charged After Canceling
If you see an unexpected charge on your bank or card statement after canceling, follow these steps:
- Check the charge date against your cancellation confirmation date. A charge on the same day as your renewal, but before cancellation was processed, may be a final billing-cycle charge rather than an error.
- Review your invoice history in Billing (via your Profile avatar) to match the charge to a specific invoice.
- Note the invoice number and charge amount before contacting support — this speeds up resolution.
- 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. Share the invoice number and charge date so we can investigate and process a refund if applicable.
⏱️ Refund Timeline
If our team confirms an erroneous charge, a refund will be initiated immediately. Refunds typically appear on your statement within 5–10 business days, depending on your card issuer or bank.
🛡️ What We Have Fixed
Our team has resolved several billing issues related to post-cancellation charges:
- Customers being charged despite a confirmed cancellation.
- Duplicate subscriptions created during certain upgrade or trial conversion flows.
- The Pay button remaining active on invoices belonging to canceled accounts, which could trigger unintended Stripe charge attempts.
These fixes are now live. If you are still experiencing an issue, it is important to report it so our team can investigate promptly.
🙋 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.