## **💡 What this process covers**

You can stop future recurring top-ups without cancelling your main Search Atlas plan. Refund requests for previous charges, including a new charge added to an existing case, must be reviewed by our team.

## **🛑 Request recurring top-ups to be stopped**

1. Open the chat widget in the bottom-right corner of the platform.
2. Type **human teammate** to connect with a team member.
3. Clearly request that recurring top-ups be turned off while your main plan remains active.
4. Include the account details requested by the team so they can locate your billing records.

Ask the team to confirm when recurring top-ups have been disabled. Do not assume that cancelling a top-up also cancels your main plan.

## **💰 Request a refund**

In the same conversation, request a refund for the relevant charge or charges. If you already have an open case, ask the team to add any new charge to that existing case rather than opening a separate request.

Include the charge amount, transaction date, and any existing case reference you have. For example, you can state that you want a new $69 charge added to your existing refund case.

## **🔎 Check your refund status**

Ask the team to confirm whether your refund request was received, whether it is under review, and whether it has been approved or processed. Refund timing can vary after processing because your payment provider may need additional time to post the funds.

Keep the confirmation from the chat for your records, including the refund status and confirmation that future recurring top-ups are disabled.

## **✅ What to include in your request**

- Your Search Atlas account or workspace details
- The amount and date of each charge
- The existing case or conversation reference, if available
- A clear request to keep the main plan active
- A clear request to disable future recurring top-ups
- A request for the current refund status and written confirmation

## **🛠️ Need help?**

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.