🔍 Common Causes
An unexpected charge after cancellation can occur for several reasons. Understanding the cause helps resolve it faster:
- Billing cycle timing: Your cancellation was processed after the next billing cycle had already been triggered, resulting in one final charge.
- Partial-month proration: Depending on your plan, a prorated charge may apply for usage during the final billing period before cancellation took effect.
- Add-on or seat charges: A standalone add-on (e.g., extra seats, OTTO credits, or API usage) billed separately from the main subscription was not canceled at the same time.
- Delayed cancellation processing: The cancellation request was submitted but not fully processed before the billing date, resulting in an unintended renewal charge.
- Multiple workspaces or accounts: You may have canceled one account while a separate active account or workspace continued billing.
🛠️ Step-by-Step Fix
- Confirm your cancellation date. Log in to your Search Atlas account (or attempt to log in if access has been revoked). Navigate to Settings → Billing and check the recorded cancellation date. Compare it to the charge date on your bank or card statement.
- Locate the charge details. In your email inbox, search for a Search Atlas receipt or invoice sent around the charge date. Note the invoice number, amount, and billing period shown on the receipt.
- Check for active add-ons or secondary workspaces. If you had multiple workspaces or standalone add-ons, verify whether any of those remained active after your main plan was canceled. These may have generated a separate charge.
- Gather your evidence. Before contacting support, collect the following: your registered email address, the cancellation confirmation email (if received), the charge amount and date, and the invoice or receipt number from the unexpected charge.
- Open the live chat widget. In the bottom-right corner of the Search Atlas platform, click the chat widget and type human teammate to connect with a support agent. Share the details you gathered in the previous step and request a refund review.
- Wait for refund processing. Once the support team confirms the charge was made in error, refunds are typically processed within 5–10 business days, depending on your payment provider and card issuer.
💬 If the Issue Persists
If the refund has not appeared after 10 business days, or if you are unable to locate the invoice or cancellation confirmation, please reach out again with your bank's transaction reference number so the support team can escalate the case with the payment processor.
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.