## **🔍 Overview**

If you purchased VIP access to a Search Atlas summit or challenge event but cannot view the recordings inside your account, or if you are unsure what a charge on your statement covers, this article explains the most common causes and how to get your access restored quickly.

## **🎟️ Why You May Not See Your VIP Recordings**

VIP recording access is tied to an **entitlement** — a behind-the-scenes link between your purchase and your Search Atlas account. Access can appear missing for the following reasons:

- **Email mismatch:** The email used at checkout differs from the email on your Search Atlas login, even by one character.
- **Multiple accounts:** You may have created a second Search Atlas account at a different point in time, and the entitlement was assigned to the older or inactive account.
- **Cancelled account transfer:** If a previous account was cancelled, VIP benefits need to be manually moved to your active account.
- **Reconciliation delay:** Add-ons, top-ups, and plan changes occasionally require a background reconciliation process to re-apply entitlements. This process is actively being improved.

## **💳 What Was the $197 Charge?**

A charge of **$197** typically corresponds to a one-time VIP upgrade purchased during a Search Atlas summit or challenge event (for example, the July 2025 or October 2025 events). This upgrade grants lifetime access to all session recordings, bonus materials, and any stated VIP bonuses from that specific event. It is a separate, one-time purchase and does not automatically renew. If you see this amount more than once on your statement, it may reflect purchases made across two separate events.

## **✅ Steps to Restore Your VIP Access**

1. **Confirm your login email.** Log in to Search Atlas and check the email address shown in your account settings. Compare it exactly with the email address you used when purchasing VIP access.
2. **Check for a second account.** If you have ever signed up with a different email, search your inbox for any earlier Search Atlas welcome or confirmation emails. Multiple accounts are a common cause of missing entitlements.
3. **Look for a VIP upgrade prompt.** If you see a banner or pop-up inside the platform prompting you to upgrade to VIP, this may be a display error. Do not purchase again — contact support first so the team can verify your existing entitlement.
4. **Gather your purchase confirmation emails.** Locate the order confirmation emails for each VIP purchase (July 2025, October 2025, or any other event). Having the order numbers and purchase email addresses ready will speed up the resolution.
5. **Contact support via live chat.** If the above steps do not resolve access, reach out directly — see the contact section below.

## **🛡️ VIP Benefits Transferred Between Accounts**

If your original purchase was made under a now-cancelled or inactive Search Atlas account, your VIP entitlements can be transferred to your active account. This is a manual process carried out by the support team. To request a transfer, you will need to provide the original purchase email, the order confirmation, and the email address of your current active account.

## **📋 What Information to Have Ready**

To resolve your case as quickly as possible, please gather the following before contacting support:

- The email address(es) used at the time of each VIP purchase
- Order confirmation numbers or receipts for the $197 charge(s)
- The email address you currently use to log in to Search Atlas
- The event name and approximate date of each purchase (e.g. July 2025 Summit, October 2025 Challenge)

## **💬 Contact Support**

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.