🔍 What Is Happening?
Some customers receive repeated emails warning of a failed payment or an upcoming account cancellation — even after successfully updating their payment method. In some cases, the subscription status inside the platform may also appear as Canceled despite the account being active or the card having been refreshed.
These messages are caused by a known issue in our billing email system. Two specific problems have been identified and resolved:
- Incorrect email subject lines: Voluntary cancellations were mistakenly sent an email with the subject "Subscription Charge Failure" instead of a standard cancellation confirmation.
- Repeated failed-payment emails on active accounts: Some customers on active, paid plans received daily failed-payment warning emails even though their billing was fully up to date.
Both issues have been fixed on our end. However, if you are still seeing these emails or an incorrect subscription status, the steps below will help you confirm your account is in good standing.
✅ Steps to Confirm Your Account Status
- Log in to your Search Atlas account.
- Click your avatar in the top-right, select Billing, then go to Plans & Top-ups.
- Check the Current Plan section. It should show your active subscription name and the next renewal date.
- Confirm your saved payment method is listed correctly — cardholder name, last four digits, and expiry date should all match your updated card.
- If the plan status shows Canceled or Free but you believe you should be on a paid plan, do not attempt to re-subscribe yet — contact support first (see below).
💳 Will I Be Charged Twice or Incorrectly?
If your card update was processed successfully and your billing page shows an active plan, you will only be charged the standard amount for your subscription tier on your normal renewal date. No duplicate charges or catch-up payments are applied automatically.
If you are unsure what amount you should be charged, your current plan price is displayed on the Billing page next to your subscription details. A full breakdown of plan pricing is also available on the Search Atlas pricing page.
📬 Why Am I Still Getting These Emails?
Even though the underlying billing system issues have been resolved, a small number of customers may still receive stale automated emails that were queued before the fix was deployed. If you receive a warning email but your Billing page confirms your account is active and your card is saved correctly, you can safely disregard that message.
If the emails continue for more than a few days after confirming your account is in good standing, please reach out to our team so we can remove you from any incorrect email sequences.
⚠️ My Subscription Shows Canceled — What Now?
If your subscription status genuinely shows as Canceled or your account has been downgraded to the Free plan unexpectedly, take the following steps:
- Do not re-subscribe through the pricing page without speaking to support first — doing so could create a duplicate subscription or charge you incorrectly.
- Take a screenshot of your Billing page showing the current status.
- Contact our support team immediately via the chat widget (see below). A teammate can restore your subscription, confirm any charges, and ensure your data and settings are preserved.
🛠️ 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.