## **💡 What this issue means**

A subscription payment may remain pending while your bank or payment provider completes processing. During this time, your Search Atlas access or accounts may not appear correctly.

Do not submit the payment again while the original transaction is pending. A second attempt could create a duplicate charge.

## **🔍 Check your billing status**

1. Open the account menu from your avatar in the top-right corner.
2. Select **Billing**, then open the **Invoices** tab.
3. Review the payment status and look for a recent invoice.
4. Check the **Activity Log** tab for recent billing updates.

## **👤 Check your account access**

If your payment shows as completed but your accounts are missing, confirm that you are signed in to the correct Search Atlas workspace and user profile.

You can also open the account menu and select **Team Members** to confirm that your user is still active and has the expected role.

## **⏳ If the payment is still pending**

- Wait for the payment provider to finish processing.
- Refresh Search Atlas after the payment status changes.
- Do not cancel or retry the payment unless instructed by a team member.
- Keep your payment confirmation and invoice details available if the issue continues.

## **💰 Requesting a refund**

If you paid today and want a refund, first check whether the payment is pending or completed. A pending payment may not be eligible for processing until it settles. If the charge is completed, submit your refund request through the platform so the team can review the transaction and account status.

Refund eligibility and processing time can vary based on the transaction and subscription status. Do not start a payment dispute with your bank while a platform review is in progress.

## **🛠️ Get help with missing accounts**

When contacting support, include the workspace name, the email used to sign in, payment date, invoice or transaction reference, and a screenshot of the billing status. Do not share full card numbers or security codes.

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.