🔍 Overview
Some customers experienced incorrect charges during May and June 2024 due to a billing system migration. Known issues included duplicate charges, top-up fees bundled incorrectly into subscription payments, add-on fees applied after migration, and custom pricing not reflected on self-serve plans. If you believe you were overcharged, this article explains what happened and how to get it resolved quickly.
⚠️ Known Billing Issues (May–June 2024)
The following billing errors have been identified and confirmed by our team:
- Duplicate charges: Some accounts were charged twice for the same billing period due to a Stripe account duplication issue during migration.
- Top-up fees bundled into subscriptions: Top-up charges were incorrectly included inside the main subscription payment instead of being processed separately.
- OTTO Google Ads add-on charged after migration: A small number of accounts were billed for the OTTO Google Ads add-on on or around May 24, even though the charge should not have applied post-migration.
- Incorrect OTTO site pricing: Legacy billing accounts with custom OTTO site pricing were charged at incorrect rates.
- Custom pricing not applied: Accounts with negotiated custom pricing were billed at standard self-serve rates, resulting in overcharges.
🧾 How to Check Your Charges
Before submitting a refund request, confirm the discrepancy by reviewing your billing history:
- Log in to your Search Atlas account.
- Click your avatar in the top-right (Account Menu) and select Billing.
- Review your invoices for May and June. Look for duplicate line items, unexpected add-on charges, or amounts that do not match your agreed plan pricing.
- Take a screenshot or note the invoice date, amount, and charge description — you will need this when speaking with our team.
💰 How to Request a Refund
If you have identified an incorrect charge, our billing team can investigate and process a refund. Follow these steps:
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Open the chat widget in the bottom-right corner of the platform.
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Type human teammate to be connected with a member of our team.
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Provide the following details so we can resolve your case as quickly as possible:
- Your account name or customer ID
- The charge amount and date
- A brief description of why you believe the charge is incorrect
- Whether you have submitted a previous refund request (include any reference details if available)
Our team will confirm the error, initiate the refund through Stripe, and follow up with a confirmation. Refunds typically appear on your statement within 5–10 business days, depending on your bank or card issuer.
📋 If You Already Submitted a Refund Request
If you submitted a refund request for May and did not receive a response, we apologise for the delay. Please reach out again through the chat widget with your original request details. Our team will prioritise any open or unanswered refund cases and ensure they are resolved promptly.
🛡️ What We Have Done to Prevent This
Our engineering and billing teams have investigated all known discrepancies and implemented fixes to prevent recurrence. These include correcting Stripe account sync issues, separating top-up processing from subscription billing, and ensuring custom pricing agreements are applied correctly across both legacy and self-serve accounts.
🙋 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.