🔍 Overview
If you were charged for a Search Atlas subscription or service but were unable to log in or use the platform, you may be eligible for a refund. This article explains what information to gather, how to check your billing details, and how to contact our team to resolve the issue quickly.
⚠️ When a Refund May Apply
A refund request is typically valid when all of the following are true:
- You were successfully charged (a payment appears in your bank or card statement).
- You were unable to access the platform or a specific feature during the billing period.
- You reported the access issue within a reasonable timeframe.
- The access failure was caused by a platform error, not a local issue such as a forgotten password or browser problem.
🛠️ Step 1 — Verify the Charge in Your Billing History
Before contacting support, confirm the charge details inside Search Atlas so our team can locate it instantly.
- Click your avatar in the top-right corner of the platform.
- Select Billing from the dropdown menu.
- Open the Invoices tab to view all charges, dates, and amounts.
- Open the Activity Log tab to see a timeline of billing events.
- Note the invoice number, charge date, and amount — you will need these when speaking with our team.
🔎 Step 2 — Check Whether the Access Issue Is Resolved
Sometimes access problems are caused by temporary platform issues that are fixed quickly. Before requesting a refund, try the following:
- Clear your browser cache and cookies, then reload the platform.
- Try a different browser or an incognito/private window.
- Check that your subscription status shows as active under Billing → Plans & Top-ups.
- If you share access with team members, ask your account owner to verify your seat is still active under avatar → Team Members.
If the issue persists after these steps, proceed to contact our support team.
📋 Step 3 — Gather the Information Our Team Will Need
To process your refund request as fast as possible, have the following ready before opening the chat:
- The email address associated with your Search Atlas account.
- The invoice number or charge date from the Invoices tab.
- A brief description of the access problem you experienced (e.g., unable to log in, report tool not loading, feature returning an error).
- The dates and times when you tried to use the platform and were blocked.
- Any error messages you saw on screen, if applicable.
💬 Step 4 — Contact Our Team to Submit Your Request
Refunds cannot be processed through the billing settings panel — they must be reviewed and approved by our billing 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.
Our team will verify the charge, confirm the access failure on our end, and initiate the refund if it qualifies. Approved refunds are typically returned to your original payment method within 5–10 business days, depending on your bank or card provider.
💡 Tips to Avoid Future Billing Issues
- If you ever experience an access problem, report it immediately via the chat widget — do not wait until the next billing cycle.
- Enable billing notifications so you are alerted the moment a charge is processed.
- Bookmark the Billing → Activity Log tab to monitor charges in real time.
- If you need to pause usage, contact our team before your renewal date to discuss options.