🔍 Overview
Some customers who purchased a VIP Summit package have reported not receiving access to recordings, as well as unexpected charges appearing on their account. This article explains how VIP Summit access works, what to do if your access is missing, and how to request a refund for unauthorized charges.
🎟️ How VIP Summit Access Works
When you purchase a VIP Summit package, your access is tied to the specific email address used at checkout. After a successful purchase, you should receive:
- A confirmation email with your access instructions and recording links
- VIP benefits applied to your Search Atlas account
If your VIP access was purchased under a different email than your Search Atlas login, your benefits may not appear automatically. This is a known issue — benefits must be manually transferred to your active account.
⚠️ Common Issues and What Causes Them
- Missing access or recordings: Your VIP benefits may be attached to a different email address (for example, a sales inbox or a previous account).
- Unexpected subscription charge: In some cases, a VIP Summit purchase may be followed by a subscription charge that was not clearly communicated to the customer.
- Plan price change: Some users have reported their plan price changing after activating VIP benefits. If you notice an unexpected change to your billing amount, contact support so it can be reviewed.
✅ Steps to Recover Your VIP Access
- Check your purchase confirmation email. Look in the inbox associated with your original purchase. Search for "VIP Summit" or "Search Atlas" to locate the confirmation.
- Confirm which email was used at checkout. If it differs from your Search Atlas login email, your benefits need to be transferred manually.
- Contact support to transfer your benefits. Our team can move your VIP access from one email to another and ensure your account is correctly configured.
💳 How to Request a Refund for Unauthorized Charges
If you were charged an amount without knowingly authorizing a subscription upgrade, you may be eligible for a refund. To start the process:
- Gather the following information before contacting support:
- The email address used at purchase
- The date and amount of the charge
- A screenshot of the charge from your bank or billing statement
- Reach out to our support team with this information so your case can be reviewed and escalated to the appropriate team.
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.