🔍 Why Did This Happen?
Search Atlas trials are available once per customer. If you previously held an account — even years ago — our billing system recognises your profile and treats any new subscription as a returning customer rather than a first-time trial. As a result, the 7-day free trial period is bypassed and your payment method is charged at the point of sign-up.
This is not a bug. It is an intentional safeguard to ensure trial access is fairly distributed. However, we understand this can come as a surprise, especially when a significant amount of time has passed since your last account.
📋 What Information You Should Have Ready
Before reaching out to our team, gather the following details so we can locate your account and process your request as quickly as possible:
- Email address associated with the current account
- Email address linked to any previous Search Atlas account, if different
- Date of the charge and the amount billed
- Invoice number, if available from your billing records or confirmation email
✅ How to Check Your Billing Details
You can review your charges and invoices directly inside the platform before contacting support. Navigate to the Billing section of your account settings to find any charges and invoices associated with your account.
💡 Are You Eligible for a Refund?
Refund eligibility is assessed on a case-by-case basis by our billing team. Our team will review the details of your account and the charge to determine whether a refund can be issued. Submitting your request as soon as possible after noticing the charge is recommended.
🛠️ How to Request a Refund
Our team handles all refund requests through support. Have the details listed in the What Information You Should Have Ready section above on hand when you reach out, so our team can locate your account and verify the charge promptly.
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.