## **Overview**

If you purchased an annual Pro Plan but your account was downgraded to Growth before your renewal date, you may have experienced unexpected credit costs, incorrect billing amounts, or a confusing charge history. This article explains what to expect and how to get it resolved.

## **Common Signs You Are Affected**

- Your account shows a Growth plan even though you paid for an annual Pro Plan.
- Your plan renewal date does not match your original annual payment date.
- You were charged for credits at a higher per-unit rate due to the downgrade.
- Your billing history shows unexpected charges alongside your annual payment.
- You received no warning before the plan change took effect.

## **Why This Happens**

A small number of accounts have been affected by billing system issues that caused annual subscriptions to be incorrectly downgraded or re-billed. If your account was affected, your plan status and billing history may need manual correction by our team.

## **What to Have Ready When You Contact Support**

Because resolving this issue requires a manual review of your account, please gather the following before reaching out so our team can act quickly:

1. **Your current plan status:** Log in to Search Atlas and confirm whether your plan currently shows Pro or Growth, and note the listed renewal date.
2. **Your original payment receipt:** Locate the confirmation email or receipt for your annual Pro Plan payment. Note the exact payment date and amount charged.
3. **Your expected plan end date:** Your annual plan should be active for 12 full months from the date of that payment. For example, a payment made on August 27, 2025 means your Pro Plan should remain active until August 27, 2026.
4. **Any disputed credit charges:** If you were billed for credits at the Growth plan rate during the period your Pro Plan should have been active, record the specific dates and amounts so our team can review them for a potential credit or refund.

Our support team will review your account, restore your annual Pro Plan status if applicable, and investigate any disputed credit charges on your behalf.

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.