🔍 What causes duplicate subscriptions?
A duplicate charge usually means two separate subscriptions or accounts are linked to your payment details. This can happen after a plan change, a failed payment retry, or when a second account was created with another login. Your agency account and the duplicate account may have different plans, billing dates, or invoices.
🧾 How to check your subscriptions
- Sign in to the Search Atlas account you normally use.
- Open the top-right avatar menu and select Billing → Plans & Top-ups.
- Review the active plan, payment method, and subscription details.
- Open Billing → Invoices to compare invoice dates, amounts, and account activity.
- Open Billing → Activity Log to look for plan changes, reactivations, or new subscriptions.
- Repeat these checks for any other Search Atlas login your team may use.
🛑 What to do when you find a duplicate
Keep the subscription that contains your projects and data. Do not cancel an account until you confirm it is not your primary agency account.
- Record the duplicate account login, plan name, charge dates, invoice numbers, and charged amounts.
- Open Billing → Plans & Top-ups → Manage Subscription on the duplicate account.
- Cancel the duplicate subscription to help prevent additional charges.
- Do not remove your payment method if it is still needed for your intended subscription.
If you cannot access the duplicate account, or if the subscription details do not match what you see, contact our team through the chat widget so we can investigate the account relationship.
💰 Requesting a refund or credit
After identifying the duplicate charges, provide the account usernames, invoice numbers, charge dates, amounts, and the date you canceled the duplicate subscription. Our team will review the billing history and determine whether a refund or account credit applies. Approval depends on the subscription status, billing records, and applicable refund terms.
A refund or credit is not automatic when two charges appear. The duplicate subscription must be verified first so we can avoid canceling or adjusting the wrong account.
✅ Prevent future duplicate charges
- Use one designated Search Atlas login for your agency billing.
- Ask administrators to check the existing account before creating a new workspace or subscription.
- Review Billing → Invoices after plan changes or payment retries.
- Keep team members informed about who can manage subscriptions.
- Check the Activity Log when a charge or plan change is unexpected.
💬 Need help reviewing a charge?
Share the relevant invoice details without posting full payment 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.