🔍 Overview
If you've noticed a charge on your account that doesn't match your current plan, you're not alone. Billing discrepancies can occur during plan changes, downgrades, upgrades, or account migrations. This article explains the most common reasons for unexpected charges and what to do next.
⚠️ Common Reasons for an Unexpected Charge
- Charged for a previous plan after downgrading: If you recently switched from a higher-tier plan (e.g., Pro at $399) to a lower-tier plan (e.g., Growth at $199), the timing of your billing cycle may mean your old plan rate was applied one final time before the change took effect.
- Charged at the wrong plan rate: In some cases, a system error during a plan upgrade or downgrade can apply an incorrect price. For example, a Pro Plan upgrade may occasionally process at an unexpected amount.
- Add-ons not carried over after migration: If your account was moved to a new billing system, certain add-ons (such as the OTTO Business add-on) may have been dropped or re-billed incorrectly.
- Seat top-up overcharge: If your account uses seat-based billing, an error in how used versus purchased seats are counted can result in being charged for more seats than you actually use.
- Charged after cancellation: In rare cases, a charge may process after a cancellation request was submitted if the request was not fully completed before the next billing date.
✅ What to Check First
- Log in to your Search Atlas account and navigate to the top-right avatar (Account Menu) > Billing.
- Confirm which plan is currently active on your account and the date your last payment was processed.
- Review your billing history to identify whether the charge matches a previous plan, an add-on, or a seat top-up.
- Check your email for any confirmation messages related to plan changes, cancellations, or upgrades around the time of the charge.
🛠️ How to Get a Billing Correction
If you've confirmed the charge is incorrect, our support team can investigate and process a correction or refund where applicable. Here's how to escalate quickly:
- Take a screenshot of the incorrect charge from your billing history or bank statement.
- Note the date of the charge, the amount, and the plan you believe you should have been billed for.
- Open the chat widget in the platform and connect with the support team (see below).
Having this information ready will help our team resolve your case as fast as possible.
💡 Tips to Avoid Future Billing Issues
- When downgrading or upgrading your plan, confirm the change is reflected immediately in the top-right avatar (Account Menu) > Billing before your next billing date.
- If you cancel your subscription, save the cancellation confirmation for your records.
- After any account migration or plan change, review your next invoice to verify the correct amount was charged.
- If you manage multiple seats, periodically review your seat usage under Avatar (top-right) > Settings > Team Members to ensure you are not being billed for unused seats.
💬 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.