🔍 Why Charges Can Occur After Cancellation
When a subscription is cancelled, any open invoices tied to that subscription may still trigger automatic collection attempts through our payment processor, Stripe. This can result in charge attempts appearing on your bank or card statement even after your account has been cancelled. This is a known issue our engineering team has addressed, but if you are experiencing this, the steps below will help you resolve it immediately.
⚠️ Common Scenarios That Trigger This Issue
- Your subscription was cancelled but an outstanding invoice remained in an open or past due state.
- A top-up or add-on was not fully cancelled alongside the main subscription, leaving an active billing trigger.
- An automatic retry schedule in Stripe continued to attempt collection on an invoice that should have been voided.
- A manual Pay action was triggered on an invoice belonging to a cancelled account.
✅ What You Should Do Right Now
- Document the charge attempts. Note the invoice number (e.g., #123710), the dates of each attempt, and the amounts. You can find this information in your email receipts or your bank statement.
- Log in to Search Atlas and review your invoice history and current subscription status in your account's billing section.
- Check your subscription status. Confirm that your subscription shows as Cancelled and that no active plans or add-ons remain enabled.
- Contact our support team immediately using the chat widget (see below). Provide your invoice number(s) and the number of charge attempts so our team can disable automatic collection and void or reconcile the invoice on your behalf.
🛠️ What Our Team Will Do to Help
Once you reach a human teammate via the chat widget, our billing specialists can take the following actions on your account:
- Verify your cancellation date and confirm it is recorded correctly in our system.
- Disable automatic collection on any open invoices linked to your cancelled subscription.
- Void invoices that should not have been generated after cancellation.
- Coordinate with Stripe to stop any pending or scheduled retry attempts.
- Provide written confirmation that automatic collection has been disabled.
- Initiate a refund if any charge was successfully processed in error after your verified cancellation date.
💡 How to Prevent This in the Future
- Cancel all add-ons and top-ups first before cancelling your main subscription. Each add-on may have its own billing cycle and must be cancelled separately.
- Request written confirmation of your cancellation from our support team at the time you cancel. This creates a clear record.
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.