If you removed a payment card from your Search Atlas account but are still seeing charges from it, this guide will help you stop the charges, remove the card permanently, and request a refund for any amounts billed in error. Follow the steps below in order for the fastest resolution.

#### **🤔 Why a Removed Card May Still Be Charged**

In most cases, a card continues to be charged for one of these reasons:

- The card was removed, but it was still set as your **default (primary) payment method**, so the system continued to use it for renewals.
- A second card was never added, so the platform fell back to the only card on file.
- The card was removed from one workspace or account but remains active on another account you manage.
- A subscription renewed during the same billing cycle in which the card was removed.
- A card was deleted from your dashboard but was not fully removed from our billing records on the backend. In this state the card can keep being billed even though it no longer appears in your account, and you may be unable to re-add the same card. This was a known issue that has been fixed, but if you still encounter it, contact support so we can clear the leftover record (see Step 4).
- For one-off purchases such as backlink or Authority Building orders (which use a separate payment flow from monthly subscriptions), a billing bug could previously cause the wrong card to be charged due to a payment-method ID mismatch between our legacy and current billing systems. This has been resolved; if you believe a charge went to the wrong card, report it so we can verify and refund.

Identifying the cause helps ensure the charges stop permanently rather than recurring.

#### **➕ Step 1: Add and Confirm a New Default Payment Method**

Before removing a card, make sure another valid payment method is in place. A subscription must always have at least one active card, so removing the only card on file can fail silently.

1. Log in to your Search Atlas account.
2. Go to your **top-right avatar → Billing** (Plans & Top-ups tab).
3. Select **Add Payment Method** on the Plans & Top-ups tab and enter the new card details.
4. Set the new card as your **default** payment method.

#### **🗑️ Step 2: Permanently Remove the Old Card**

1. On the **Plans & Top-ups** tab under **Billing**, locate the card you want to delete.
2. Confirm it is **not** marked as default. If it is, set your new card as default first.
3. Select **Remove** next to the old card and confirm.
4. Refresh the page and verify the card no longer appears in the list.

If the card reappears, cannot be removed, or you are unable to re-add a card you previously deleted, do not retry repeatedly. In some cases a deleted card is not fully cleared from our billing records, which can block re-adding the same card. Contact support using Step 4 below so we can remove it on the backend.

#### **🔍 Step 3: Check All Accounts and Subscriptions**

If you manage more than one account, workspace, or product subscription, the same card may be stored in multiple places.

- Review each account you have access to under **top-right avatar → Billing**.
- Confirm the old card is removed from every active subscription.
- Cancel or pause any subscriptions you no longer use to prevent future renewals.
- Pay particular attention to add-ons and top-ups (for example, OTTO quota top-ups). After canceling a recurring top-up, confirm on your next billing date that it is no longer charging. If a canceled top-up continues to bill, report it to support so the recurring charge can be stopped and refunded.

#### **💰 Step 4: Request a Refund for Unauthorized Charges**

If you were charged on a card after removing it, you are entitled to request a refund. To help us process it quickly, please gather the following details before reaching out:

- The **date and amount** of each charge.
- The **last 4 digits** of the card that was charged.
- The **account or workspace** associated with the charge.
- A screenshot of the charge from your bank or card statement (optional but helpful).

#### **✉️ How to Submit Your Refund Request**

1. Contact our support team through the in-app chat (type "Human Teammate").
2. Include the details above and note that the charge was made on a removed card.
3. Request both a **refund** and **permanent removal** of the card from billing. If you have contacted us about the same card before, mention that so we can fully clear it at the system level and prevent it recurring.

Refunds are typically reviewed within a few business days. Once approved, the funds are returned to the original card and may take additional time to appear, depending on your bank.

#### **🛡️ Preventing Future Charges**

To avoid repeat charges on a card you no longer use:

- Always add and set a new default card **before** removing an old one.
- After removing a card, refresh the billing page to confirm it is gone.
- Review your **Billing** page after each renewal date to confirm the correct card was used.
- If a removed card reappears, report it to support immediately rather than removing it again.

#### **🆘 Still Being Charged?**

If charges continue after following these steps, contact our support team and reference this issue directly. We can remove the card at the system level and ensure no further renewals are processed against it.