🔍 Review the Charge
To investigate an unexpected or post-cancellation charge, review the billing information available in your account and compare the charge date with the date your cancellation was submitted or became effective.
🛠️ Step-by-Step Fix
- Find your billing details: Log in to Search Atlas and navigate to your account's billing section. Here you will see a list of past invoices and charges, including the amount, date, and billing cycle for each transaction.
- Locate your cancellation confirmation: Check the email address associated with your Search Atlas account for a cancellation confirmation email from Search Atlas. This email will show the date your cancellation request was submitted and the date it became effective. If you cannot find the email, check your spam or promotions folder.
- Compare the charge date to your cancellation date: In your billing history, note the exact date of the unexpected charge. Compare it against the effective cancellation date in your confirmation email. If the charge date falls after the cancellation effective date, this is the key information to flag when escalating.
- Assess whether the charge may be legitimate: In some cases, a charge after a cancellation request is a scheduled payment for a billing cycle that was already in progress when the cancellation was submitted — not an erroneous charge. Confirm whether the charge amount matches your previous subscription price, which may indicate a scheduled end-of-cycle payment. If you are unsure whether the charge is legitimate, the support team can clarify the billing policy and confirm the status of your account.
- Understand what to expect from escalation: When you contact the support team with the documentation below, the team will review your account, verify the charge against your cancellation record, and advise whether a refund or credit is applicable based on your account history. Having complete information ready allows the team to resolve your case without delays.
- Document everything before escalating: Gather the following so the support team can investigate your case immediately:
- The exact charge amount and date (from your billing history)
- Your cancellation confirmation email, including the submitted and effective dates
- Your account email address and workspace/project name
- A screenshot of the charge in your billing history
💬 If the Issue Persists
If the charge still appears incorrect after completing the steps above, share the documented information listed in step 6 when you contact support. Having this information ready allows the team to locate your account and investigate the charge without delays.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.