Some customers notice unexpected charges on their invoices after downgrading their plan or after canceling a site top-up. This article explains what information to gather and how to escalate efficiently so our team can review and resolve the dispute.
Plan downgrade not fully processed: A downgrade may not have applied correctly, causing the system to bill you at your previous plan rate.
Top-up charge after cancellation: A top-up canceled close to a billing cycle may have already been queued before the cancellation was registered.
Because resolving billing disputes requires our team to review your account directly, please gather the following information before escalating:
Account email address used for your Search Atlas subscription
Invoice number of the affected invoice
Exact charge amount and date of the transaction you are disputing
The plan change or cancellation you requested (e.g., which plan you downgraded from and to, or which top-up you canceled) and the approximate date you made that request
Any screenshots or documentation showing the charge you believe is incorrect
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.