Payment questions come in many forms, from a charge you don't recognize to a card that was declined. This article covers the most common payment topics, steps you can try on your own, and what to share with our team so we can resolve your question quickly.
💡 What Counts as a Payment Inquiry?
A payment inquiry is any question about how you are billed for your Search Atlas subscription. Common examples include:
- Questions about a charge on your statement
- A payment that failed or was declined
- Updating or changing your payment method
- Understanding your plan price or renewal date
- Requesting a receipt or invoice
- Questions about upgrading, downgrading, or canceling a plan
- Questions about a possible duplicate charge
🔍 Check Your Billing Details First
Many payment questions can be answered by reviewing your account. Here is what to look for:
- Log in to your Search Atlas account.
- Open your account or billing settings.
- Review your current plan, billing cycle, and next renewal date.
- Check your payment method to confirm the card on file is correct and has not expired.
- Look through your billing history for past charges and receipts.
Comparing your billing history to your bank or card statement often explains an unexpected charge, such as a renewal or a plan change.
⚠️ If a Payment Failed or Was Declined
Payments can fail for reasons that have nothing to do with your account. Try these steps first:
- Confirm that the card number, expiration date, and security code are correct.
- Make sure the card has enough available funds or credit.
- Check that the billing address matches the one your card issuer has on file.
- Ask your card issuer whether they blocked the charge as a security precaution.
- Try a different payment method if the problem continues.
After you update your payment details, retry the payment from your billing settings.
🧾 If You Don't Recognize a Charge
Before reaching out, take a moment to check the following:
- Whether your plan renewed on its scheduled billing date
- Whether you or a teammate changed or upgraded the plan recently
- Whether another account or workspace under a different login is also subscribed
- Whether the charge appears in your billing history
If the charge still doesn't make sense, our team can look into it with you.
🔄 Managing Your Plan and Payment Method
You can usually manage the following from your account settings:
- Update your card before it expires to avoid a missed payment.
- Review your plan to confirm it matches how you use the platform.
- Download receipts from your billing history when you need them for your records.
If an option you need isn't available in your settings, our team can help.
📝 What to Share When You Need Help
The more detail you give us, the faster we can solve your question. When you contact us, please include:
- Your question or issue, such as a failed payment, an unknown charge, or a plan change.
- The date and amount of the charge or payment attempt.
- The last four digits of the card used. Never share your full card number or security code.
- Any error message you saw, or a screenshot of it.
- What you've already tried, so we don't repeat steps.
✅ Tips to Avoid Payment Issues
- Keep your payment method up to date.
- Note your renewal date so charges are never a surprise.
- Review your billing history regularly.
- Make sure your billing details match what your card issuer has on file.
💬 Need More 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.