🔍 Why You May See an Unexpected Charge
If you were charged by Search Atlas but cannot access your account — or the platform is asking you to pay for a trial again — this is usually caused by one of the following reasons:
- Multiple accounts exist under your email or payment method. A duplicate account may have been created during sign-up, and the charge is linked to an account you are not actively using.
- A billing sync issue occurred. In some cases, a payment is processed successfully in our billing system but the account status does not update correctly, leaving the account locked or prompting a new payment.
- A legacy or inactive account was charged. If you previously had a Search Atlas account that was paused or cancelled, a recurring charge may have continued on that account without your knowledge.
- A trial charge was applied incorrectly. If you signed up for a free trial and were charged before the trial period ended, or if the trial did not convert correctly to a paid plan, your account may appear unpaid even though a charge went through.
🛠️ Steps to Take Right Now
- Check your email for all Search Atlas accounts. Search your inbox for emails from Search Atlas or noreply@searchatlas.com. You may have more than one account registered under different email addresses or login methods.
- Try logging in at app.searchatlas.com. Attempt to log in using every email address associated with your payment method. If you are prompted to start a trial or make a payment, do not pay again — contact support first.
- Note the charge details. Before reaching out to support, gather the following: the date of the charge, the amount charged, the last four digits of the card used, and any transaction or receipt ID from your bank or email.
- Do not submit a second payment. If you are being prompted to pay while already having an active charge, do not pay again. This can result in a double charge that requires a refund.
💡 What Happens After You Contact Support
Once you reach our support team, they will:
- Look up all accounts associated with your payment method or email address
- Identify which account the charge belongs to
- Restore access to the correct account or process a refund if the charge was made in error
- Ensure no future duplicate charges occur on your account
Refund and reactivation requests are handled on a case-by-case basis. Our team will review your billing history and work with you to reach the correct resolution as quickly as possible.
🔑 How to Check Which Account You Are Logged Into
Once you are able to log in, you can confirm your account details by clicking your avatar in the top-right corner and selecting Team Members. This page shows the account name, your role, and associated users. If the account shown does not match your expectations, you may be logged into the wrong account.
⚠️ Common Mistakes to Avoid
- Do not create a new account while trying to resolve a billing issue — this can result in additional charges and make the investigation more complex.
- Do not dispute the charge with your bank before contacting Search Atlas support. Chargebacks can delay refunds and may result in your account being flagged. Our team can resolve most billing issues quickly and directly.
- Do not ignore the charge. Even if the amount seems small, unresolved billing issues can repeat monthly.
📞 Get Help From Our Team
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.
Please have the following ready when you connect: the charge date, the charged amount, and the email address you believe is associated with the account. This will help our team locate your account and resolve the issue as fast as possible.