If you manage more than one Search Atlas account — for example, a personal account and a client account — a known linking glitch can cause a cancellation or refund action on one account to unexpectedly affect the other. This article explains what to look for and how to get it resolved.
Your account shows a cancellation status that you did not authorize.
You cancelled one account but were still charged.
A separate account entered a pending cancellation state after you requested cancellation of a different account.
A refund was requested but has not been reflected in your billing history.
Your account was deactivated unexpectedly after a cancellation or refund attempt.
Search Atlas accounts can become linked at the subscription level. When a cancellation or refund is triggered on one account, the system may incorrectly apply that action to a linked account as well. This is a known glitch that requires manual review and remediation by our support team.
Check your account status. Log in to Search Atlas and note whether your account appears active or shows any unexpected cancellation or deactivation state.
Do not submit duplicate cancellation requests. Submitting multiple cancellation or refund requests while the issue is under review can complicate resolution. Wait for confirmation before taking further action.
Gather key details before escalating. Have the following ready when you contact support:
The email addresses associated with each affected account
The date you submitted your cancellation or refund request
Any charge amounts and transaction dates in question
A description of which account you intended to cancel and which was affected unexpectedly
Escalate to our support team. Because this issue involves a backend account linking glitch, it cannot be self-resolved and requires a support agent to manually review and correct the affected accounts and billing records. Use the contact method in the paragraph below to connect with a team member 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.