🔍 Why a charge may be difficult to identify
An unfamiliar Search Atlas charge may belong to a different workspace, user account, subscription, or add-on. Billing records can also be incomplete when an older subscription or add-on is not correctly linked to an account.
Refunds are not automatic. Our team must verify the Stripe invoice, identify the related account, and confirm whether the charge meets refund eligibility requirements.
🧾 Gather the charge details
Before contacting us, collect the following information from your bank or card statement:
- Charge date and exact amount
- Currency and the descriptor shown on the statement
- Last four digits of the payment card, if available
- Any invoice number or transaction reference
- Email addresses or workspace names that may be linked to Search Atlas
Do not share your full card number, security code, password, or banking login details.
💬 Request a billing review
- Open the Search Atlas platform and open the chat widget in the bottom-right corner.
- Type human teammate to connect with a member of our team.
- Explain that you do not recognize a Search Atlas charge and provide the charge details listed above.
- Ask the team to trace the charge against the Stripe invoice and identify the related account or workspace.
Our team may need additional information to verify ownership and protect account privacy. We cannot disclose account details until verification is complete.
🛑 Cancel the related subscription
Once the charge is matched to an account, ask the team to confirm the subscription or add-on and cancel it if you no longer want it. Cancellation prevents future renewals but does not automatically refund a previous charge.
💰 Request a refund
Ask the team to review the charge for a refund and state that you are requesting a full refund. The team will check the invoice, payment history, account status, and applicable refund eligibility before confirming the outcome.
If the charge cannot be matched immediately, the review may take longer because stale or missing subscription and add-on mappings can make billing records incomplete. A refund is not guaranteed until the review is finished.
✅ What to expect after review
- The team may identify the account and explain the charge.
- The subscription or add-on may be canceled after verification.
- An eligible refund may be submitted through the original payment method.
- You may be asked for more details if the invoice cannot be matched.
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.