💳 Unexpected Charge After Cancelling Your Subscription

🔍 Why Was I Charged After Cancelling?

We understand how frustrating it is to see a charge after you believed your subscription was cancelled. There are a few common reasons this can happen:

• Cancellation timing: If your cancellation was processed after your billing renewal date, the charge for that billing cycle may have already been applied. Cancellations stop future renewals but do not automatically reverse a charge that was processed on or just before the cancellation date.
• Duplicate subscription: In rare cases, a technical issue may have created a duplicate subscription on your account — meaning a second subscription was active even after you cancelled the original one. Our engineering team has identified and resolved several instances of this, and affected customers are eligible for a refund.
• Add-on billing: Some add-ons (such as OTTO Google Ads) are billed separately from your main subscription. Cancelling your base plan does not automatically cancel active add-ons. If an add-on was still active, it may have generated a charge independently.
• Annual plan renewal: Annual subscriptions renew as a single lump-sum payment. If your cancellation request was submitted close to the renewal date, the payment may have already been captured before the cancellation took effect.

✅ What You Should Do First

Before reaching out to our team, take a moment to check the following inside your Search Atlas account:

1. Go to Avatar (top-right corner) → Billing → Services tab (Active Services) and confirm that your subscription status shows as Cancelled. You can filter by status to view cancelled/inactive services.
2. Check whether any add-ons (such as OTTO Google Ads or other extras) are still listed as active under the Services tab in Billing.
3. Review the charge date on your bank or card statement and compare it to your cancellation confirmation date.
4. Check your email inbox for a cancellation confirmation from Search Atlas. If you did not receive one, your cancellation may not have been completed successfully.

💡 Am I Eligible for a Refund?

Refund eligibility depends on the specific circumstances of your charge. Here is a general guide:

• Duplicate subscription charge: If our system created a second subscription after your cancellation due to a technical error, you are fully eligible for a refund. Please contact our support team so we can investigate and process this for you.
• Charge processed on the renewal date before cancellation: Depending on how close to the renewal date your cancellation was submitted, our team will review your case and work with you toward a fair resolution.
• Add-on charged after base plan cancellation: If an add-on continued billing after your main plan was cancelled and you were unaware it needed to be cancelled separately, please reach out so our team can review and assist.
• Intentional annual renewal: If your account renewed as expected under an active annual plan and you did not cancel before the renewal date, a refund may not apply — but our team is happy to review your situation.

🛠️ How to Request a Refund

Our support team can investigate your charge, confirm whether it was applied in error, and process a refund where applicable. To get the fastest resolution, please have the following information ready before you reach out:

• The exact charge amount and the date it appeared on your statement
• The email address associated with your Search Atlas account
• Any cancellation confirmation you received (email or screenshot)
• The last four digits of the card that was charged

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 Make Sure Your Cancellation Is Complete

To avoid unexpected future charges, follow these steps to confirm your cancellation was fully processed:

1. Log in to Search Atlas and go to Avatar (top-right corner) → Billing → Services tab (Active Services).
2. Confirm your subscription status displays as Cancelled or Inactive.
3. Check that all add-ons are also cancelled — each add-on must be cancelled individually.
4. Save or screenshot your cancellation confirmation page for your records.
5. Look for a cancellation confirmation email and save it in a safe place.

If your billing page still shows an active subscription after you have gone through the cancellation steps, do not wait — contact our support team right away so we can resolve this before your next billing date.