🔍 About an Unrecognized Pending Charge
If you notice a Search Atlas charge on your bank or card statement that you don't recognize — especially one that is still pending — the path to resolving it is to have the charge identified, the subscription behind it canceled, and a refund requested. All three of these actions require assistance from our support team. To ensure the fastest resolution, gather the details listed below before reaching out.
🕵️ Step 1 — Identify the Charge
Search your email inboxes for Search Atlas messages, invoices, or renewal receipts to see which account the charge may be tied to. Check every email address and login method you may have used.
If you cannot locate the account, have the following details ready so our team can look up the charge on your behalf:
- The exact charge amount
- The charge date
- The last four digits of the payment method
- Whether the charge is still showing as pending
⚙️ Step 2 — Request Cancellation
To stop future charges, our team will cancel the subscription associated with the charge. Cancellation is handled by our support team and cannot be completed through a self-serve flow when the account owner is unknown. When you contact us, have ready:
- The account email address, if you know it
- The charge amount, date, and last four digits of the payment method
💰 Step 3 — Request a Refund
Once the subscription is identified, our team can process a refund request. Refunds are handled by our support team. To expedite the process, provide:
- The account email, if known
- The exact charge amount and date
- The last four digits of the payment method
- A note if the charge is still pending on your statement
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.