We understand how frustrating it is when a tool you rely on doesn't perform as expected. If you've experienced repeated issues with a Search Atlas feature — such as Atlas Agent — and are wondering whether you qualify for a discount or credit on your subscription, this article explains exactly what options are available and how to request them.
Search Atlas does not offer blanket free-year or fixed-percentage discounts as a standard policy for reliability complaints. However, we take product performance concerns seriously, and there are legitimate pathways to receive a meaningful offer depending on your situation:
Cancellation flow discount: If you are considering cancelling your subscription, a retention offer may be presented to you during the cancellation process. This is one way to access a reduced rate if you feel the product has not met your expectations.
Case-by-case review: Our team can review documented reliability issues and, where appropriate, discuss account credits or adjusted renewal terms. These decisions are made by our support and billing team on an individual basis.
Renewal timing: If your renewal is approaching and you have outstanding concerns, it's important to raise them before your renewal date so the team has time to review your account and apply any eligible adjustments.
Before requesting a discount, we recommend reporting the specific reliability issue so our team can investigate and resolve it. This helps us improve the product and may also support your case for account credit. Here's how to document and report the problem:
Note the specific actions that cause the issue — for example, which task you were running in Atlas Agent, the time it occurred, and how often it fails.
Take screenshots or screen recordings if possible. Visual evidence speeds up our investigation significantly.
Connect with our support team to report the issue directly. Provide your account email, a description of the problem, and any screenshots you have.
If you believe a discount or credit is warranted due to ongoing reliability problems, having the following details ready will help our team process your request more efficiently:
Your renewal date — so we can act before the charge is processed if needed.
Specific feature or workflow affected — a clear description of what isn't working as expected.
Duration and frequency of the issue — how long it has been occurring and how often.
Any supporting evidence — screenshots, screen recordings, or error messages you have collected.
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.