## **🔍 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**

1. Confirm the email address associated with the account you are currently using.
2. Sign out and sign back in with the email used during the Agency purchase.
3. Check whether the Agency features and plan are available under that account.
4. 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.