🔍 Why this happens
An Agency subscription may appear as a PRO Plan when the purchase was completed under a different Search Atlas account. This can happen if you used another email address, created a second account during checkout, or signed in through a different login.
Do not purchase the Agency plan again while investigating. A second checkout can create duplicate subscriptions or additional charges.
✅ Check the signed-in account
- Confirm the email address associated with the account you are currently using.
- Sign out and sign back in with the email used during the Agency purchase.
- Check whether the Agency features and plan are available under that account.
- If you manage multiple accounts, identify which account should be the primary Agency account.
🧾 Review the subscription
Compare the account email, plan name, and billing details with your purchase confirmation or billing record. A PRO Plan shown in the platform usually means you are viewing a different account from the one that received the Agency subscription.
Also check whether more than one account has an active or past-due subscription. Do not retry payment or start another upgrade until the account mismatch is resolved.
🛠️ Request account correction
If the Agency subscription is attached to the wrong account, provide the following information through the platform chat:
- The email address that should own the Agency subscription
- The email address currently showing the PRO Plan, if different
- The approximate purchase date
- The plan or add-ons shown on each account
- Any duplicate or unexpected billing details
Our team can review the duplicate records, confirm the correct account, and determine whether the extra subscription or add-on should be canceled or corrected. Account changes may require verification before they are completed.
🚫 Avoid future duplicate subscriptions
- Use one designated account for all Agency purchases and workspace activity.
- Confirm the signed-in email before starting checkout.
- Wait for the plan change to appear before attempting another purchase.
- Do not create a new account to fix a plan that is missing from an existing account.
💬 Get help
If the Agency plan is still missing, the wrong account is provisioned, or you see duplicate charges, 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.