🔍 Overview
Some customers experience login failures even when their Search Atlas subscription is active and payments are processing correctly. This is most commonly caused by duplicate accounts linked to the same email address — a known issue that can affect password resets, Google SSO (Single Sign-On), and billing synchronisation. This article explains what to do if you are locked out of your account despite an active subscription.
⚠️ Common Symptoms
- You cannot log in despite a recent successful payment.
- Password reset codes arrive but are marked as invalid when entered.
- After attempting to log in, you are redirected to the pricing page instead of your dashboard.
- You see a generic error such as "Something went wrong. Try again later."
- Google SSO login fails with a server error.
- Your billing history exists but your account appears inactive or unrecognised.
🧩 Why This Happens
Duplicate accounts occur when the same email address is associated with more than one account record in our system. This can happen if you previously signed up via Google SSO and later created a separate account with a password, or vice versa. When our system detects more than one account for a single email, it cannot determine which record to authenticate, causing the login process to fail. Additionally, if your billing record (Stripe) is linked to one account and your login credentials belong to another, the system may not recognise your subscription — resulting in a redirect to the pricing page.
🛠️ Steps to Try Before Contacting Support
- Try your other login method. If you normally sign in with Google, try using your email and password instead — or the reverse. Your active subscription may be attached to a different account record than the one you usually use.
- Clear your browser cache and cookies, then attempt to log in again. Cached session data can interfere with authentication.
- Try an incognito or private browsing window. This rules out browser extensions or saved sessions causing the redirect.
- Try a different browser or device. This helps confirm whether the issue is environment-specific.
- Request a new password reset email. If a previous reset code was invalid, request a fresh one and use it immediately — reset links expire quickly. Do not request multiple codes in quick succession, as only the most recent link will be valid.
- Check your spam or junk folder for the password reset email if it does not appear in your inbox within a few minutes.
📊 What Our Team Will Do
If the steps above do not resolve the issue, our support team can investigate and fix the following on your behalf:
- Merge or remove duplicate account records linked to your email address so that a single, correct account record remains.
- Relink your Stripe billing record to the correct account so your subscription is properly recognised.
- Manually trigger a session reset if cached or corrupted session data is preventing login.
When reaching out, please have the following ready: your account email address, the approximate date and time of the login failure, and any error messages you encountered.
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.