🔍 Why You May See a Charge After Cancellation
If you've noticed a charge from Search Atlas after canceling your account, we understand how frustrating this is. In rare cases, charges can appear after cancellation due to one of the following reasons:
- Subscription reactivation: A new subscription was created on your account — sometimes triggered by a promotional offer, a team member action, or a platform event — after your original cancellation.
- Add-on or top-up billing: Certain add-ons (such as OTTO top-ups) may have been set to bill separately and were not automatically removed at the time of cancellation.
- Duplicate subscription: In some cases, a billing transfer or account migration may have generated a second active subscription alongside a canceled one.
- Canceled invoice re-triggered: A known issue could cause a payment attempt to fire on an invoice that should have been voided at cancellation.
✅ What You Should Do First
Before contacting support, take a few moments to review your account details. This will help our team resolve your case faster:
- Log in to your Search Atlas account.
- Navigate to your avatar in the top-right corner and go to Billing (tabs: Plans & Top-ups, Services, Invoices, Activity Log).
- Check whether any active subscriptions or add-ons are listed under your billing section.
- Note the date and amount of the unexpected charge from your bank or card statement.
- Check your registered email for any subscription confirmation or reactivation emails around the charge date.
💡 Common Scenarios Explained
Charged months or over a year after cancellation: This is most commonly caused by a duplicate subscription being created — often without the customer's awareness — during a platform migration or promotional period. Even though your original account was canceled, a second subscription may have become active independently.
Charged for OTTO or an add-on only: Some add-on services (like OTTO top-ups) operate on a separate billing cycle. If the cancellation flag was not applied correctly to these services, they may continue to charge monthly even after your main subscription ends.
Charged after a special offer or promotion: Promotional offers sometimes involve a new checkout flow. If you interacted with a promotional page — even to decline — a new subscription may have been initiated in error.
💰 Refund Policy for Erroneous Charges
Search Atlas does not intend to charge customers for services they are not actively using. If a charge occurred on a genuinely canceled account with no active service, you are eligible to request a refund. Our billing team reviews each case individually and aims to resolve refund requests promptly.
To make your refund request as smooth as possible, have the following ready when you contact us:
- The email address associated with your Search Atlas account
- The date(s) and amount(s) of the unexpected charge(s)
- Confirmation of when you originally canceled (e.g., a cancellation confirmation email)
🛠️ How to Get This Resolved
Our support team has direct access to your billing history and can identify exactly what triggered the charge, cancel any unintended active subscriptions, and process an eligible refund on your behalf.
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.
🚫 How to Prevent This in the Future
To make sure your account is fully closed and no future charges occur:
- After canceling, request a written confirmation from our team that all subscriptions and add-ons have been deactivated.
- Check your bank or card statement in the 30 days following cancellation to confirm no charges appear.
- If you have multiple team members on your account, confirm that no one else has reactivated a plan under your organization.
- If you receive any promotional emails after cancellation, do not click checkout links unless you intend to resubscribe.