If you've decided to move to another tool, you can request to cancel your Search Atlas subscription at any time. Before you cancel, it's important to understand how outstanding balances and past-due statuses affect the process — this article explains what to expect and how to get help.
A past-due status means a recent payment attempt on your account failed — for example, due to an expired card or insufficient funds. Search Atlas uses an automatic retry process (called dunning) to attempt to collect the outstanding payment over several days.
During this retry window, your account access is typically maintained. However, if all payment retries are exhausted and the balance remains unpaid, your subscription may be cancelled automatically by our billing system and platform access may be blocked.
If your account shows a past-due status, we strongly recommend settling any outstanding balance before submitting a cancellation request. This prevents complications such as:
Automatic account suspension before your intended end date.
Difficulty reactivating your account in the future.
Unexpected charges if retries succeed after cancellation is initiated.
To resolve a past-due balance or update your payment method, please contact our support team — a teammate can assist you directly and coordinate any backend steps needed to clear the balance on your account.
Because cancellations — especially those involving a past-due status — may require backend action on your account, please reach out to our support team to initiate your cancellation request rather than attempting to cancel unilaterally through billing settings. When you contact us, please have the following ready so we can process your request as quickly as possible:
The email address associated with your Search Atlas account.
Your account or project name.
Whether your account currently shows a past-due or payment-failed status.
The date you would like the cancellation to take effect, if applicable.
Access: A support teammate will confirm when your access period ends after the cancellation is processed.
Data: We recommend exporting any reports or data you need before your subscription expires.
Reactivation: If you change your mind, contact our support team and a teammate can help reactivate your account.
Refunds: Refund eligibility depends on your account status and billing cycle — our team can clarify this during your cancellation request.
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.