🔍 What happened to my account?
Your account may become unavailable when an annual subscription is cancelled, refunded, credited, or deactivated. In some cases, the subscription status and account access do not update at the same time. This can make a paid account appear to be missing.
Deactivation does not automatically confirm that a refund or credit has been completed. Your payment and subscription records must be reviewed together.
💰 What happens to my annual payment?
Search Atlas reviews the original payment, cancellation or refund request, subscription status, and any applicable annual-plan offer. Depending on the outcome, the resolution may be:
- A full or partial refund to the original payment method
- An account credit
- Restored access for the remaining paid term
- Another correction based on the payment records and plan terms
Refunds are sent to the original payment method when approved. The time required for the funds to appear depends on the payment provider and your bank. Do not submit a second payment or purchase a replacement plan while the issue is being reviewed.
🔐 How can I regain access?
- Confirm that you are using the email address associated with the original annual purchase.
- Try signing in through the usual Search Atlas login page.
- If you cannot sign in or the account shows no active plan, open the chat widget in the bottom-right corner of the platform and type human teammate.
Include the account email, approximate purchase date, amount paid, and any payment or invoice reference you have. Never share your password or complete payment-card details.
🧾 What information will be reviewed?
A team member may verify:
- The annual subscription and its payment status
- Whether a cancellation, refund, or credit was requested
- The refund or credit amount and processing status
- Whether account access was removed before the billing record was updated
- Whether any recurring charge was created after cancellation
This review helps prevent duplicate refunds, incorrect credits, and accidental reactivation of a cancelled subscription.
⏳ How long does resolution take?
Access restoration and payment reconciliation may require separate checks. If a refund has already been submitted, your payment provider may need additional time to post it. Keep any confirmation notices and monitor the original payment method.
If your account disappeared after an annual payment, contact the team through the platform chat rather than creating a new account. This allows the original subscription and payment history to be matched correctly.
💬 Need 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.