## **🔍 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**

1. Log in to your Search Atlas account and navigate to your billing settings.
2. Review your invoice history and match the charge amount and date to your bank statement.
3. Check the payment methods listed in your billing settings to confirm which card is currently active.
4. If you see a card you no longer use still listed, remove it to prevent future unintended charges.
5. 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:

1. **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.
2. **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.
3. **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.