If you've experienced persistent bugs that have affected your ability to use Search Atlas, you may be wondering whether you're eligible for a discount, credit, or other compensation before your subscription renews. This article explains how we handle these requests and the steps you should take to get a resolution quickly.
Search Atlas takes product quality seriously. When bugs meaningfully disrupt your workflow, our team reviews each case individually to determine the most appropriate resolution. Compensation decisions depend on several factors:
The nature and severity of the bug — whether it prevented core features from working as expected.
How long the issue persisted — and whether it was reported to our support team.
Your account history and plan type — including any existing discounts already applied to your subscription.
Current retention offers available — our billing system supports structured offers such as a 50% discount for 2 months that then reverts to the standard rate, rather than blanket annual discounts.
Because compensation is assessed case by case, we are not able to guarantee specific outcomes such as a free year or a flat 50% renewal discount. However, we encourage every affected customer to raise their concern directly with our team before their renewal date so we have time to review and respond.
Document the bugs you experienced. Note which features were affected, when the issues occurred, and how they impacted your work. Screenshots or screen recordings are helpful.
Check your billing details. Go to the top-right corner avatar → Billing → Plans & Top-ups tab to confirm your renewal date and current plan.
Redeem any existing promo codes. If you have a promo code, go to top-right corner avatar → Billing → Services tab and use the Redeem Promo Code option.
Contact our team as early as possible. The sooner you raise your concern before the renewal date, the more time our team has to review your case and apply any eligible offer before the charge processes.
Our engineering team has resolved several billing-related bugs that may have affected customers. These include:
A Stripe payment method sync failure that prevented some legacy accounts from updating their payment details correctly.
An issue where upgrading an agency annual plan caused existing plan discounts to be lost, resulting in customers being charged the full price — this has been corrected.
A bug where cancelling a child seat incorrectly deferred charges to the base plan — affected accounts have been remediated.
Improvements to our special offer and retention billing flows to ensure discount offers are applied accurately and fairly.
If any of these issues affected your account and you have not yet been contacted or compensated, please reach out to our team directly.
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.
When you start the conversation, include your account email, a brief description of the bugs you experienced, and your upcoming renewal date. This helps our team locate your account and assess your case without delay.