🔍 Overview
If you were unexpectedly charged for an annual Search Atlas subscription, this article explains the most common reasons this happens, what information you will need, and how to get the issue resolved quickly. Acting promptly gives our team the best chance of processing a refund on your behalf.
⚠️ Common Reasons for an Unexpected Annual Charge
Understanding why the charge occurred helps our team resolve it faster. The most frequent causes include:
- Promotional offer accepted unintentionally: A limited-time annual plan offer (such as a seasonal special promotion) may have been checked out without realising it locked in an annual billing cycle.
- Automatic renewal: Annual plans renew automatically at the end of each billing period. If you did not cancel before the renewal date, the next annual payment is processed automatically.
- Plan upgrade or change: Switching plans mid-cycle can sometimes trigger a prorated or full annual charge, depending on how the change was processed.
- Duplicate subscription: In rare cases, a technical issue may cause a second subscription to be created alongside an existing one, resulting in an unexpected charge.
📋 What to Prepare Before Contacting Support
Having the following details ready will significantly speed up your refund review:
- The email address associated with your Search Atlas account.
- The exact charge amount and the date it appeared on your statement.
- Your payment method (credit card last four digits or PayPal).
- A brief description of what you were doing in the platform before the charge occurred — for example, viewing a promotional offer, changing your plan, or taking no action at all.
- Whether you would like a refund only, or a refund plus cancellation of the subscription.
🛠️ Known Billing Issues We Are Actively Fixing
Our engineering team is aware of several edge-case billing bugs that may have affected a small number of customers. These include:
- An issue where switching from a monthly add-on to an annual plan could trigger a duplicate full-year charge at the old monthly billing boundary.
- A promotional checkout flow where the protection against creating a duplicate annual subscription was not always applied correctly.
If your charge matches either of these scenarios, please contact support immediately. Our team can identify affected accounts and prioritise your refund.
💡 Refund Eligibility — What You Should Know
Refund eligibility is reviewed on a case-by-case basis. While we cannot guarantee a refund in every situation, our team considers the following factors:
- Time since charge: Refund requests made promptly (ideally within 7 days of the charge) are much easier to process.
- Intent: If you can demonstrate that the annual plan was not deliberately selected, this will be taken into account.
- Account activity: Significant usage of annual-plan features after the charge date may affect eligibility.
- Technical errors: Charges confirmed to be caused by a platform bug are prioritised for full refunds.
Please note: Some charge types — particularly those processed as one-time payments rather than recurring subscription charges — may require additional manual handling by our billing team. This means the resolution timeline could be slightly longer than a standard refund, but our team will keep you updated throughout the process.
🚀 How to Request a Refund
- Log in to your Search Atlas account.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Share the details listed in the What to Prepare section above.
- Our team will review your account, confirm the charge details, and advise you on next steps — including cancellation if requested.
❓ Frequently Asked Questions
Will my account be cancelled immediately if I request a refund?
Not automatically. Cancellation is a separate action. You can request a refund only, or a refund plus cancellation — let our team know your preference when you get in touch.
How long does a refund take to appear?
Once approved, refunds typically appear on your statement within 5–10 business days, depending on your bank or card provider.
What if I was charged twice for the same plan?
This is a known issue affecting a very small number of accounts. Contact support right away and our team will verify and refund the duplicate charge.
Can I switch back to a monthly plan after a refund?
Yes. If your annual subscription is cancelled as part of the refund, our team can help you re-subscribe on a monthly plan that suits your needs.
💬 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.