🔍 Why You May See an Unrecognized Charge
If you noticed a charge on your credit card statement that doesn't match your Search Atlas invoices, you're not alone. Unexpected or unrecognized charges can happen for a variety of billing-related reasons. This article explains what to do if you believe you've been charged incorrectly and how to escalate the issue to our team for resolution.
⚠️ Common Reasons for an Unexpected Charge
- A previously used card was still billed: A card you no longer intended to use may have processed a charge depending on when your payment method was last updated relative to your billing cycle.
- Timing of a payment method update: If you updated your payment method shortly before a billing cycle, the charge may have processed on your previous card depending on the exact timing of the update.
- Charge amount doesn't match your invoice: Your invoice may reflect a different amount or date than what appears on your bank statement due to currency conversion, processing fees applied by your bank, or a slight delay in statement reporting.
- Other billing discrepancies: In some cases, a charge may appear for reasons specific to your account configuration. Our team can investigate the root cause directly.
📋 How to Identify the Charge
- Log in to your Search Atlas account and navigate to your billing settings.
- Review your invoice history and match the charge amount and date to your bank statement.
- Check the payment methods listed in your billing settings to confirm which card is currently active.
- If you see a card you no longer use still listed, remove it to prevent future unintended charges.
- Note the exact charge amount, date, and the last four digits of the card that was billed — you'll need these details if you escalate to our team.
🛠️ What to Do If the Charge Is Incorrect
If you've reviewed your billing history and believe you were charged in error, take the following steps:
- Do not file a chargeback immediately. Filing a dispute with your bank before contacting us can delay your resolution and may temporarily affect your account access. Reach out to our team first so we can investigate and issue a refund directly if warranted.
- Gather the following details before escalating: the exact charge amount, the date it appeared on your statement, the last four digits of the card that was billed, and your account email address.
- Contact our support team using the chat widget described below with these details so we can look into your billing history and work toward a resolution.
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.