If you were charged for a subscription period during which a platform outage prevented you from using Search Atlas, you may be eligible for a billing review or compensation. This article explains what to do if you believe you were incorrectly charged or that an outage impacted your account.
Consider reaching out to our support team if any of the following apply to your situation:
A platform outage or service disruption occurred during your subscription period
You believe your account was charged incorrectly
You experienced unexpected charges on your account
To help our team investigate your case as quickly as possible, please have the following information ready when you reach out:
Your account email address — the one used to log in to Search Atlas
The charge amount and date — visible in your billing history or bank statement
A description of the issue — for example, which features were inaccessible and for how long
Any error messages or screenshots — if you encountered specific errors during the affected period
The more detail you provide, the faster our team can investigate and process your request.
To open a billing dispute or request compensation related to a platform outage, reach out to our support team. Our team will review your account and work with you to determine an appropriate resolution based on the specifics of your case.
Please review the following before submitting a dispute:
Subscription charges are automatic. Billing occurs at the start of each renewal cycle. If you have concerns about a charge, please reach out so our team can review your account.
Provide as much context as possible. Including dates, affected features, and any supporting screenshots will help our team assess your request accurately.
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.