🔎 Why duplicate subscriptions happen
Duplicate subscriptions can appear when an Agency upgrade is completed from a different login, or when a second checkout creates another base subscription. In these cases, your account may still show a PRO Plan Subscription even though you paid for Agency.
Your Agency access and billing must be connected to the correct account email. For example, if your Agency account should use nate@localsearchspotlight.com, signing in with another email may display the wrong plan.
✅ Check the account you are using
- Sign out of Search Atlas.
- Sign back in using the email address that should own the Agency subscription.
- Open the area where your plan or subscription details are shown and confirm whether it displays Agency or PRO.
- Check whether the expected Agency features and account access are available.
If the account still shows PRO, do not purchase Agency again. A second checkout can create another subscription and make billing harder to correct.
🧾 Gather the details for review
Before contacting support, note the following information:
- The email address that should own the Agency account
- Any other email addresses used during signup or checkout
- The plan currently displayed in Search Atlas
- The approximate date of the Agency purchase
- Any duplicate charges or subscription records you can see
🛠️ Request account correction
Use the live chat widget inside the platform and explain that your Agency subscription appears on the wrong account or that a duplicate subscription was created. Include the correct account email and the details listed above.
Our team can review the subscription records, identify the valid Agency subscription, and determine whether the duplicate subscription or add-on needs to be canceled or corrected. Do not cancel a subscription yourself if you are unsure which record is connected to Agency access.
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.
📌 After the correction
Sign in again with the confirmed account email and verify that the Agency plan is displayed. If you manage client accounts, also confirm that the Agency account can access the expected account-management features and that any included add-ons are not billed separately.
If the plan still appears incorrect after the correction, return to the chat widget and reference the previous conversation so the team can continue the review.