🔍 Overview
If you experienced significant disruptions — such as billing errors, lost dashboard access, or bugs that required extensive troubleshooting — you may be eligible to request a discounted renewal as a goodwill gesture. This article explains what qualifies, what to expect, and how to submit your request.
⚠️ Common Issues That May Qualify
Search Atlas has identified and resolved several billing and platform reliability issues. If you were affected by any of the following, your account may be considered for a renewal discount:
- Loss of dashboard access immediately after cancelling, even though your paid period had not yet expired.
- Reactivation button not working when your subscription was in a pending cancellation state.
- OTTO quotas or base subscription showing incorrect cancellation status after a page refresh.
- Child subscription sync errors or quota resets that caused unexpected service interruptions.
- Excessive time spent troubleshooting bugs that have since been confirmed and fixed by our engineering team.
✅ What Has Been Fixed
Our engineering team has resolved the most critical billing and subscription bugs, including:
- Child subscription sync issues between parent and child accounts.
- The reactivation button failing for subscriptions in a pending cancellation state.
- Users losing dashboard access before the end of their paid billing period.
- OTTO quotas and subscription status not updating correctly after a page refresh.
These fixes are now live. If you are still experiencing any of the above issues, please report them immediately so our team can investigate.
📋 How to Request a Renewal Discount
Discount requests are handled on a case-by-case basis by our support and billing team. To submit a request, follow these steps:
- Open the live chat widget in the bottom-right corner of the Search Atlas platform.
- Type human teammate to be connected with a member of our team.
- Explain the specific issues you encountered, including approximate dates and how the problems affected your workflow.
- Mention any tickets, error messages, or screenshots you have available — these help our team verify the impact and process your request faster.
Our team will review your account history, confirm the impact of any known bugs on your subscription, and respond with an appropriate resolution, which may include a renewal discount, account credit, or an extended billing period.
💡 Tips for a Faster Resolution
- Be specific: Describe the exact features or workflows that were affected and for how long.
- Reference known bugs: If the issue matches one of the known problems listed above, mention it by name.
- Provide context: Let our team know if the disruption affected your team, client work, or business operations — this helps us assess the appropriate goodwill offer.
📌 Important Notes
Discount requests are not automatically applied. Each request is reviewed individually based on the nature and duration of the disruption. Submitting a request does not guarantee a discount, but our team is committed to finding a fair resolution for customers who were genuinely impacted by platform issues.
If your renewal date is approaching and you are concerned about timing, mention this when you contact support so our team can prioritize your case.
🙋 Need Further Help?
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.