🔍 Overview
When you upgrade your Search Atlas plan or make changes to your add-ons, your invoice should reflect only the correct prorated or new plan amount. In some cases, a billing error may result in a charge higher than expected after adjusting add-ons or changing your plan.
This article explains what to do if you believe you have been incorrectly charged following a plan upgrade, and what to have ready when contacting our team.
⚠️ Common Causes of Incorrect Charges After an Upgrade
Billing discrepancies during a plan upgrade can happen for a variety of reasons, including timing issues between plan changes and how charges are calculated. If the amount on your invoice does not match what you expected, it is worth reviewing your billing history and contacting our team for confirmation.
📋 What to Have Ready Before Contacting Support
Because resolving an incorrect charge requires our billing team to investigate your account directly, there are no self-serve steps to issue a refund. To help us resolve your case as quickly as possible, please have the following information ready when you reach out:
- Your account email address associated with your Search Atlas subscription.
- The amount you were charged and the amount you expected to be charged.
- The date the charge occurred and the date you upgraded your plan or made changes to your add-ons.
- Any relevant invoice or transaction reference numbers from your payment method or confirmation emails.
💡 What Happens When a Billing Error Is Confirmed
Once our billing team reviews your account and confirms that an error occurred, they will work to issue a refund for the difference between what was charged and what should have been charged. Refunds are returned to the original payment method used for the transaction.
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.