## **🔍 Why This Happens**

In some cases, customers who began the Search Atlas free trial signup process but did not fully complete it have still been billed. This is caused by a known technical issue where a partial signup can create an active subscription record in our billing system — even if you never accessed the platform or confirmed your trial.

Our engineering team is actively working to resolve the underlying cause and cancel all affected trial subscriptions. If you have been charged and believe you did not complete your trial signup, this article explains what to do next.

## **⚠️ What Counts as an Incomplete Signup**

You may have been affected if any of the following apply to you:

- You entered payment details on the trial signup page but closed the browser or navigated away before finishing.
- You received a confirmation error or page timeout during checkout.
- You never received a welcome email or were never able to log in to the platform.
- You have been charged monthly but have no active account or have never used Search Atlas features.

## **🛠️ Steps to Stop Further Charges**

If you have an active account and can log in, cancel your plan immediately to prevent additional charges: click your **Profile avatar → Billing → Services**, then open the **⋮ (three-dot) menu** on your plan and choose **Cancel**. A confirmation/retention step will appear before the final confirmation. After cancelling, access continues until the end of the current billing period, and a pending cancellation can be reversed from the same place using **Activate**.

**Important:** After cancelling, confirm the cancellation has been applied. If your plan still shows as active, do not attempt to cancel again — contact our support team so they can resolve this manually.

## **💰 Requesting a Refund**

If you were charged for a trial you did not complete or a subscription you did not intentionally activate, you may be eligible for a full or partial refund. Our support team will review your account history and billing records to determine the appropriate resolution.

To help our team resolve this as quickly as possible, please have the following ready when you reach out:

- The email address associated with your account or signup attempt
- The date(s) and amount(s) of the unexpected charge(s)
- Any confirmation errors or screenshots you received during signup
- Your payment method's last four digits or a copy of the charge from your bank/card statement

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.