## 🔍 Overview

Some Search Atlas customers who signed up or upgraded through the **Shopify App Store** have reported being charged twice for the same subscription — once through Shopify (or PayPal) and again directly on a credit or debit card (such as an Amex). In some cases, this has also caused accounts to appear locked or inactive despite payments being made.

This article explains why this happens, what to do immediately, and how our team resolves it.



## ⚠️ Why Duplicate Charges Happen

Duplicate billing can occur for a few known reasons:

- **Shopify and Stripe both activated:** When a subscription is started through the Shopify App Store, Shopify handles billing separately from our internal payment system (Stripe). If both billing paths activate simultaneously, two charges are created for one subscription.
- **Shopify provisioning errors:** In some cases, a Shopify purchase completes on Shopify's side but fails to correctly register inside Search Atlas — triggering a second billing attempt through Stripe.
- **Upgrade or plan-change timing:** Changing plans while a Shopify billing cycle is mid-process can occasionally create overlapping subscription records, resulting in charges from both systems.
- **No custom deal applied:** If a discounted or custom pricing deal was arranged manually but not correctly applied in the billing system, the standard rate may charge in parallel.

## 🔒 Why Your Account May Appear Locked

If our system detects a billing conflict or a failed provisioning event — even when payment has been collected — it may place the account in a restricted state as a safeguard. **This does not mean your payment was declined.** It means the subscription record did not complete correctly on our end. Your money was received; the issue is on the provisioning side, not with your payment method.



## ✅ What to Do Right Away

1. **Do not cancel either subscription manually** before speaking with our team. Cancelling the wrong subscription could remove access entirely or complicate the refund process.
2. **Gather the following details** before contacting support:

   - Your Search Atlas account email address
   - The date(s) of the duplicate charges
   - The amount charged on each payment method
   - Screenshots or statements showing both charges (if available)
   - Whether you signed up or upgraded via the Shopify App Store
3. **Contact our team immediately** using the live chat widget (see below). Our billing team can identify which subscription record is valid, cancel the duplicate, and initiate a credit or refund for the erroneous charge.

## 🛠️ How Our Team Resolves It

Once you reach our support team, here is what happens behind the scenes:

- We identify whether your account has two active subscription records (one in Shopify, one in Stripe).
- We cancel the duplicate subscription and ensure your primary subscription remains active and correctly provisioned.
- We confirm your account is fully unlocked and all features are accessible.
- We process a refund or credit for the duplicate charge. Refund timelines vary by payment method — Shopify refunds typically appear within **5–10 business days**, and credit card refunds within **3–7 business days** depending on your bank.
- We verify that no further double-billing will occur on your account going forward.

## 🛡️ How to Prevent This in the Future

- **Use one billing method consistently.** If you manage your Search Atlas subscription through the Shopify App Store, avoid entering separate credit card details in the Search Atlas billing settings unless instructed by our team.
- **Confirm provisioning after signup.** After subscribing through Shopify, log in to Search Atlas and verify your plan is active under **Avatar (top-right) → Billing → Plans & Top-ups (Billing)**. If your plan shows as free or inactive within 10 minutes of purchase, contact support immediately.
- **Reach out before upgrading or downgrading** if your account was originally set up through Shopify. Our team can ensure the plan change routes through the correct billing system.

## 💬 Need Help Now?

If you are currently experiencing duplicate charges or your account is locked, please do not wait. 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.

Our billing specialists can locate your account, confirm the duplicate subscription, process the cancellation, and arrange your refund — usually within one business day.