🔍 Overview
If you attempted to cancel your Search Atlas trial but encountered a blank or frozen cancellation screen, you were not able to complete the cancellation through normal means. This is a known issue that can prevent the cancellation from registering in our system, resulting in an unexpected charge. If this happened to you, you may be eligible for a refund exception.
⚠️ What Happened
A bug in the cancellation flow caused the cancellation screen to go black and become unresponsive for some users. Because the cancellation did not complete successfully, the system continued to process the subscription charge at the end of the trial period as scheduled. This was not intentional, and we understand how frustrating this experience is.
✅ Am I Eligible for a Refund?
You may qualify for a refund exception if all of the following apply:
- You were on a trial subscription with Search Atlas.
- You attempted to cancel before your trial ended.
- The cancellation screen went blank, froze, or did not confirm your cancellation.
- You did not intend to continue with a paid subscription.
Refund exceptions are reviewed on a case-by-case basis. Our team will verify the cancellation attempt against your account activity before approving a refund.
🛠️ How to Request a Refund Exception
- Open the Search Atlas platform and log in to your account.
- Click the chat widget in the bottom-right corner of the screen.
- Type human teammate to be connected with a member of our support team.
- Explain that your trial cancellation screen went blank and you were unable to complete the cancellation.
- Provide any details you remember, such as the date and time you attempted to cancel, the device or browser you were using, and any error messages you saw.
- Our team will review your account and let you know if your refund exception is approved.
⏱️ How Long Does It Take?
Once our team receives your request, we aim to review and respond as quickly as possible. Refund processing times after approval depend on your payment provider but typically take 5–10 business days to appear on your original payment method.
🛡️ How to Avoid This Issue in the Future
If you ever attempt to cancel and the screen does not respond or confirm your cancellation, take these steps before your trial period ends:
- Refresh the page and try again in a different browser such as Chrome or Firefox.
- Clear your browser cache and cookies, then retry the cancellation.
- If the issue persists, contact our support team immediately using the chat widget so we can cancel on your behalf before a charge occurs.
Always look for a written confirmation message or email confirming your cancellation was successful. If you do not receive one, your cancellation may not have gone through.
💬 Still Need 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.