📋 Overview
This article covers the most common billing and account management questions for customers using Search Atlas with a white-label configuration. It explains unexpected charges, how to remove the white-label add-on, how to transfer account ownership, and how to downgrade your plan correctly before your next renewal date.
💰 Why Is My Bill Higher Than Expected?
If you are on the PRO plan at $399/month but see a charge of $537.60/month, the difference is caused by the White-Label add-on being active on your account. The White-Label add-on is a separate, billable feature that is added on top of your base plan price.
Common reasons the add-on may still be active:
- It was enabled by a previous account owner and was not removed before ownership changed.
- Downgrading your plan does not automatically remove the white-label configuration (this is a known limitation currently being addressed — see the note below).
- A white-label child account exists on your account, keeping the add-on in an active state.
Known platform behaviour: At this time, downgrading from a PRO or Agency plan to Growth or Starter does not automatically deactivate your white-label configuration. Our engineering team is actively working on auto-deactivation logic for this scenario. Until that change is live, you must manually remove the white-label setup before or alongside your downgrade.
🗑️ How to Remove the White-Label Add-On
To stop being charged for white-label, you must remove any active white-label child accounts and disable the white-label configuration on your account. Follow these steps:
- Log in to your Search Atlas account.
- Navigate to the White-Label Agency Hub from the left sidebar.
- Locate any existing white-label child accounts listed under your agency.
- If a child account cannot be deleted directly, contact support via the chat widget (details at the bottom of this article) — our team can manually detach or convert the child account on your behalf.
- Once all child accounts are removed, disable the white-label configuration from the same hub screen.
- Confirm that the add-on no longer appears on your billing summary.
Important: If the delete option is greyed out or unavailable for a child account, this is a known issue. Do not create a duplicate account or a second subscription to work around it — contact support instead.
🔄 How to Transfer Account Ownership
If the Search Atlas account login email and Stripe billing are registered under a previous owner's details, you will need to update both before you have full control of the account.
To transfer ownership:
- Go to the top-right corner of the platform and click your avatar.
- Select Team Members (or navigate directly to /settings).
- Invite the new owner's email address as a team member and assign them the Admin role.
- Once the new owner has accepted the invitation and can log in, contact support to request the following:
- Transfer of the primary login email to the new owner's address.
- Update of the Stripe billing contact to the new owner's email.
Note: Login email changes and Stripe contact transfers require manual action by our support team for security purposes. You cannot complete this step from the settings panel alone.
⬇️ How to Downgrade From PRO to Growth
You can downgrade your plan before your next renewal date to avoid being charged at the higher rate. Follow these steps carefully to avoid accidentally creating a second subscription:
- First, remove your white-label add-on and child accounts as described above. Attempting to downgrade while white-label is active may result in errors or incomplete plan changes.
- Go to your Billing & Subscription settings.
- Select the Growth plan and confirm the downgrade.
- Do not sign up for a new account or a new subscription — all changes must be made within your existing account.
- Verify that your new plan and updated billing amount are reflected in your account dashboard before your renewal date.
If you need to complete this before a specific renewal date (for example, September 26), we strongly recommend initiating the process at least 48 hours in advance and confirming with support that all changes are saved correctly.
⚠️ Common Mistakes to Avoid
- Do not create a second subscription to fix billing issues — this will result in double charges.
- Do not downgrade without removing white-label first — the add-on may remain active and continue to generate charges.
- Do not assume a plan downgrade cancels the white-label add-on — these are managed separately at this time.
🛠️ Still Need Help?
If you are unable to delete a child account, need a login or Stripe email transferred, or want our team to confirm your downgrade before your renewal date, we are here to help. 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.