🔍 Overview
If you cancelled your Search Atlas subscription during the trial period and noticed two charges of the same amount on your statement, you may have been affected by a billing issue involving duplicate charges on the same account. This article explains why this can happen, how to confirm the charges, and how to get a refund approved.
⚠️ Why Does a Double Charge Happen?
In some cases, a technical issue in our billing system can result in more than one charge being applied to the same account. When a trial ends or a cancellation is processed, duplicate charges may appear before the error is detected. This is not intentional, and our team can fully reverse duplicate charges once confirmed.
- Root cause: A billing system error resulting in duplicate charges on the same account.
- Common trigger: Cancelling during the trial phase when a duplicate charge was generated.
- Typical impact: Two identical charges appearing on the same billing cycle.
📋 How to Confirm the Duplicate Charges
Before reaching out to support, verify the charges in your billing records so our team can resolve your case faster.
- Review your bank or card statement for charges associated with your Search Atlas account.
- Note the charge amounts and dates of all transactions from Search Atlas.
- Look for two charges of the same amount within the same billing period.
- Keep your account email address and any transaction reference numbers from your bank statement ready.
If you see two charges for the same amount within the same billing period, this confirms the duplicate charge. Keep this information ready when you contact support.
✅ What Qualifies for a Refund
You may be eligible for a refund of the duplicate charge if you cancelled your subscription during the active trial period and two separate charges appear on your account for the same plan amount. Our support team will review your account, confirm the duplicate charge, and determine the appropriate refund based on the details of your case.
⏱️ Refund Processing Time
Once our team reviews and approves your refund request, the credit will be returned to your original payment method. Our team will provide you with confirmation once the refund has been initiated.
📋 How to Request Your Refund
To escalate your case, please have the following information ready:
- Your account email address.
- The exact charge amounts and dates of both transactions as shown on your bank or card statement.
- Any transaction reference numbers provided by your bank.
- The date you cancelled your trial subscription.
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.