If a payment method was removed outside Search Atlas, our system may still show it as active — causing charge attempts to fail. Add a new default payment method in Search Atlas Billing Settings to stop further failures while our billing team resolves any affected charges on your account.
🔍 What's Happening
When you remove a payment method directly in Stripe — rather than through Search Atlas Billing Settings — our system may not receive the update right away. The removed payment method can remain listed as active in your Search Atlas account. When Search Atlas attempts to charge that method, Stripe rejects it because the payment method ID no longer exists.
Who is affected: You are affected if you removed a payment method through your Stripe account or another external tool, rather than through Search Atlas Billing Settings.
Symptoms you may see:
- Charge attempts fail with a payment error.
- A removed payment method still appears as active in your Search Atlas Billing Settings.
- Subscription or plan charges are not processing as expected.
If you recognize any of these symptoms, the workaround steps below will stop further charge failures.
🛠️ Workaround Steps
Follow these steps to add a valid payment method and stop further charge failures:
- Log in to your Search Atlas account. Go to Top-right corner (avatar) → Billing → Plans & Top-ups tab . Click Add Payment Method and enter your new card or payment details. Set the new payment method as your Default . Contact Search Atlas Support to confirm that any previously failed charges are retried against your new payment method.
Once your new default payment method is saved, future charges will use it automatically. A member of our billing team will follow up to confirm that any failed charges from the affected period are properly resolved.
📡 Engineering Status
Our engineering team is aware of this issue and is actively working on a fix. The update will ensure that when a payment method is removed in Stripe, Search Atlas automatically updates your billing records — removing the stale entry and preventing future charge failures.
This article will be updated as soon as the fix is deployed. No further action is required on your end beyond the workaround steps above.
📞 When to Contact Support
Reach out to our billing support team if any of the following apply:
- You completed the workaround steps but charges are still failing.
- A charge on your account was not applied correctly, or you need a previously failed charge retried.
- A stale payment method still appears in your Billing Settings after adding a new default.
- You want to confirm the status of a previously failed payment.
Important: Reviewing failed charge history and cleaning up stale billing records requires a human billing agent. Our team will verify your charge history and handle all necessary charge retries or reversals directly — these actions must go through our billing team, not automated tools.
Contact us via the live chat widget in the bottom-right corner of the platform (type human teammate to reach a member of the team).
🌀 Billing issues are stressful — our team is actively working to resolve this and prevent it from happening again. Once you've added your new default payment method, contact our billing support team and we'll take care of the rest.