🤔 Why you have two bills
This happens when a customer signed up for Search Atlas in two different ways:
- Through the Shopify App Store — creates a Shopify-managed account; Shopify handles billing
- Directly on searchatlas.com — creates a separate Search Atlas account; Search Atlas handles billing
These are two independent accounts and you may be charged by both.
Two separate accounts each paying for their own plan is expected. However, being charged twice for the same plan and period — for example a Shopify charge and a Search Atlas credit-card charge that both cover the same subscription — is not expected and should be treated as a billing error. If you see this, contact Search Atlas support so it can be investigated and corrected.
⚠️ Important: Search Atlas cannot manage your Shopify billing
If you subscribed through Shopify, Search Atlas does not control or have access to your Shopify billing. Any refund, cancellation, or plan change for the Shopify subscription must be handled directly through your Shopify admin panel.
🔄 Charged through Shopify but can't access the app?
If your Shopify payment went through but Search Atlas keeps redirecting you to the pricing/subscribe page, your subscription may not have been provisioned on the Search Atlas side. A known issue caused some Shopify App Store purchases to be charged without activating the account; this has been fixed. If you're affected:
- Contact Search Atlas support so your subscription can be provisioned manually and your access restored.
- Have your Shopify store domain and a copy of the Shopify charge/invoice ready — support uses these to locate and reconcile the charge.
- If you were billed without ever receiving access, ask support about a refund for the affected Shopify charge(s).
✅ How to resolve duplicate billing
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Decide which account you want to keep
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Cancel the account you don't want:
- For Shopify: go to your Shopify admin > Apps > Search Atlas > Uninstall
- For direct Search Atlas: go to Billing > Services > Cancel
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Contact Search Atlas support if you need help migrating data before canceling
If Shopify keeps charging you after you uninstall the app, contact Search Atlas support. A recently fixed issue could leave a Shopify-sourced subscription active even after cancellation, and support can confirm the charge has actually stopped.