🔍 Understand ranking changes
Search rankings can change because of algorithm updates, competitor activity, technical issues, content changes, location, and search personalization. Using Search Atlas does not guarantee a specific ranking or traffic result. A decline alone does not automatically qualify an account for a refund.
🛠️ Check a failed project reset
Before requesting a refund, confirm that the reset completed and that you are viewing the correct project, domain, location, and date range. A reset may remove or restart project data and does not restore lost rankings or reverse changes already made on your website.
- Open Home from the left sidebar and select the relevant project.
- Review the project status, recent activity, and ranking dates.
- Compare rankings before and after the decline using the same keywords, search engine, device, and location.
- Save screenshots or exports showing the error, reset attempt, affected project, and relevant dates.
💳 Request a refund review
Refund requests are reviewed according to your agreement, billing terms, purchase type, usage, and the specific circumstances. Include the invoice numbers, project name, reset error, dates, affected features, and the resolution you are requesting. If the issue involves unused quota or a failed operation, mention that clearly so the team can check whether an adjustment or quota restoration applies.
Do not delete the project while an investigation is pending. Deleted projects may limit access to historical data and make troubleshooting more difficult.
📈 Provide ranking evidence
- Keyword, search engine, country, city, language, and device
- Dates and screenshots showing the change
- Project URL or domain and the affected campaign
- Recent website, content, technical, or backlink changes
- Details of any reset attempt, including error messages and timestamps
💬 Contact the support team
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.