🔍 Why Am I Being Billed Twice?
Some customers who installed Search Atlas through the Shopify App Store and later signed up directly on the Search Atlas platform end up with two active billing sources:
- Shopify billing — charged automatically through your Shopify account when you installed the app.
- Search Atlas direct billing — charged to your credit card when you subscribed on the Search Atlas website.
This can happen when the Shopify app installation does not automatically link to your existing Search Atlas account, or when a plan is activated on both sides without the first being cancelled. The result is two charges for the same subscription period.
⚠️ Is This a Known Issue?
Yes. Our engineering team has identified and resolved several root causes of duplicate billing, including cases where Shopify app purchases were charged but not correctly provisioned, and where the cancellation flow did not properly close the Shopify subscription. If you have been affected, you are not alone and we will make it right.
✅ Steps to Stop Being Billed Twice
Follow these steps in order to prevent further duplicate charges:
- Identify your preferred billing method. Decide whether you want to be billed through Shopify or directly through Search Atlas. Most customers prefer direct Search Atlas billing for easier plan management.
- Cancel the Shopify subscription. In your Shopify admin panel, go to Apps, find Search Atlas, and uninstall or cancel the subscription. This stops future Shopify charges. If you encounter any issues cancelling through Shopify, contact our support team (see below) so we can cancel it on our end.
- Confirm your Search Atlas plan is active. Log in to your Search Atlas account and verify your subscription is active and your plan features are accessible. Your direct billing subscription should remain untouched.
- Monitor your next billing cycle. After cancelling the Shopify subscription, check that only one charge appears on your next statement — either from Shopify (if you kept that method) or from Search Atlas directly.
💰 How to Request a Refund for the Duplicate Charge
If you were charged by both Shopify and Search Atlas for the same period, you are entitled to a refund or credit for the duplicate payment. Here is what to do:
- Gather your billing evidence. Collect the charge dates and amounts from both your Shopify admin panel and your Search Atlas billing history. Screenshots or transaction IDs are helpful.
- Contact our support team immediately. Our team can review your account, confirm the duplicate, and process a refund or apply a credit to your Search Atlas account. Refunds for Shopify charges are processed back to the original payment method on file with Shopify.
- Allow processing time. Refunds to credit or debit cards typically take 5–10 business days to appear, depending on your bank or card provider.
📋 What Information to Have Ready
To help our team resolve your case as quickly as possible, please have the following details on hand before reaching out:
- Your Search Atlas account email address
- The Shopify store URL (e.g. yourstore.myshopify.com)
- The dates and amounts of both charges
- Whether you prefer a refund to your original payment method or a credit applied to your Search Atlas account
🛡️ Preventing This From Happening Again
Once the duplicate billing is resolved, keep these tips in mind:
- Only subscribe through one billing channel — either Shopify or Search Atlas directly, never both.
- If you install the Search Atlas Shopify app in the future, check your Search Atlas account to confirm no second plan has been created before completing the app setup.
- Review your billing statements each month to catch any unexpected charges early.
🤝 Need Help From Our Team?
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.