🔍 Why Did I Get Charged After Downgrading or Cancelling?
If you recently downgraded your plan or cancelled your subscription and still received a charge, a few known billing scenarios may explain what happened:
- Timing of the downgrade: If your downgrade was processed after your billing cycle had already renewed, the charge for the previous plan may have gone through before the change took effect.
- Duplicate subscription: In rare cases, a plan change can create a second active subscription in our billing system, resulting in an unexpected charge.
- Add-ons not cancelled separately: Some add-ons — such as OTTO top-up credits — may have a separate billing cycle from your main plan. Cancelling your core subscription does not always automatically cancel these add-ons.
- Cancellation not fully processed: Occasionally, a cancellation request may not reflect immediately across all parts of the platform. If your dashboard still shows an active plan after you cancelled, the change may not have completed successfully.
📧 About Cancellation Confirmation Emails
If you cancelled your plan and received a confusing confirmation email — for example, one with a subject line about a charge failure or unexpected wording about your plan status — this may be a display issue with the cancellation notification. The content of the email does not necessarily reflect the actual status of your account. To confirm your current plan and billing status, log in to your Search Atlas dashboard and check the Billing section.
✅ How to Verify Your Account Status
- Log in to your Search Atlas account.
- Click your avatar in the top-right corner and select Billing.
- Review your current plan, any active add-ons, and your next billing date.
- If you see an active plan or add-on that should have been cancelled, note the details before contacting support.
💰 How to Request a Refund
Search Atlas reviews refund requests on a case-by-case basis. If you were charged unexpectedly after a downgrade or cancellation, you may be eligible for a full or partial refund. To submit a refund request:
- Gather the details of the charge — the amount, the date it appeared, and the payment method used.
- Log in to Search Atlas and open the live chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Provide the charge details and explain what happened. Our team will investigate and confirm whether a refund is applicable.
Refunds, when approved, are typically returned to your original payment method within 5–10 business days depending on your bank or card provider.
🛑 How to Confirm Your Cancellation Went Through
To make sure your cancellation is fully processed and no future charges will occur:
- Check your Billing page in the dashboard — your plan should show as cancelled or downgraded to Free.
- Look for a cancellation confirmation email in your inbox. Keep in mind that the subject line or body of this email may occasionally contain incorrect wording; what matters is your in-dashboard status.
- If your dashboard still shows an active paid plan after cancelling, contact our support team immediately so we can manually verify and correct your subscription status in the billing system.
🛠️ Still Seeing Unexpected Charges?
If you continue to see charges after confirming your cancellation, or if you are unsure whether a specific add-on has been cancelled, do not wait for the next billing date — reach out right away so our team can stop any further charges and review your account.
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.