🔍 Overview
If you started a Search Atlas free trial but did not complete the signup process, you may still see charges on your payment statement. This article explains why this can happen, what steps to take immediately, and how our team can help you resolve any unauthorized billing.
⚠️ Why Charges Can Occur After an Incomplete Signup
In some cases, a partial free trial signup is enough to create a billing record in our payment system — even if you never fully activated your account or used the platform. This can happen due to the following reasons:
- Payment details submitted early: If you entered your card information before completing the final signup steps, a billing relationship may have been created in the background.
- Incomplete trial activation: A known issue affected a batch of trial signups where subscriptions were created in our billing system but never properly activated on the platform side. Affected accounts continued to generate charges without the customer gaining platform access.
If any of these situations apply to you, the charges you are seeing are not intentional, and our team is equipped to investigate and resolve them.
🛠️ Steps to Take Right Now
- Log in to your Search Atlas account (or attempt to do so). Even if your account appears incomplete or inaccessible, try logging in so our team can locate your record.
- Check your billing history. If you are able to access your account, review any charges associated with it.
- Contact our support team immediately (see below) so we can investigate the charges and process a refund where applicable.
💡 What Information to Have Ready
To help our team resolve your case as quickly as possible, please gather the following before reaching out:
- The email address you used during the free trial signup
- The approximate date you attempted to sign up
- The total number of charges and the amounts shown on your bank or card statement
- Any confirmation emails you received from Search Atlas or our payment processor
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.