## **💡 Overview**

Seeing a charge from Search Atlas that you don't recognize can be stressful, especially if you don't remember using the platform. This article explains how to find which account the charge belongs to, how to cancel the subscription, and how to request a refund. Following these steps lets our team resolve your case faster.

## **🔎 Why You Might See a Charge You Don't Recognize**

Most unrecognized charges have a simple explanation. Common reasons include:

- A free trial or starter plan was started and converted to a paid plan.
- A colleague, team member, or agency signed up using your company card.
- An account was created with a different email address than the one you normally use.
- A monthly or annual subscription renewed automatically.
- The charge appears under a billing descriptor that doesn't clearly show the product name.

## **🧾 Step 1: Gather Your Charge Details**

Before you reach out, collect the details below from your card or bank statement. They help our team locate the charge quickly.

- The **date** of the charge
- The **amount** and currency
- The **last 4 digits** of the card used
- The name that appears on the statement
- Any email addresses that might have been used to sign up, including old, work, or shared addresses

Please **never** share your full card number, expiration date, or security code.

## **📬 Step 2: Look for a Receipt or Welcome Message**

Every paid subscription generates a receipt or invoice. Search your inbox, including spam and promotions folders, for messages from Search Atlas. Try keywords such as **Search Atlas**, **invoice**, **receipt**, or **subscription**. The message shows which email address owns the account.

If you find nothing, ask teammates, your agency, or your finance department whether someone signed up using a shared card.

## **🔑 Step 3: Try Logging In to the Account**

1. Go to the Search Atlas login page.
2. Enter the email address from the receipt, or one you think may have been used.
3. If you don't remember the password, use the password reset option.
4. Once you're in, open your account's billing or subscription settings to see the active plan, the next renewal date, and the payment history.

If you try several email addresses and none work, don't worry. Our team can trace the charge for you, as described below.

## **🛑 Step 4: Cancel the Subscription**

If you can log in, you can cancel the plan yourself:

1. Open your account's billing or subscription settings.
2. Select the option to cancel your plan.
3. Follow the on-screen prompts to confirm.
4. Check that the account shows the cancellation, and keep any confirmation message for your records.

Cancelling stops future charges. It doesn't automatically refund a charge that has already been made, so a refund must be requested separately.

## **💳 Step 5: Request a Refund**

If you were charged for a plan you didn't intend to keep or didn't use, you can ask for a refund. When you contact our team, include:

- The charge details from Step 1
- Any account email address you found
- A short explanation, for example: *I didn't use the platform and didn't intend to renew*
- Your request to cancel the subscription and review the charge for a refund

Refund requests are reviewed on a case-by-case basis, so we can't guarantee an outcome in advance. Once a refund is approved, it can take several business days to appear on your statement, depending on your card provider.

## **🤝 Step 6: Let Our Team Trace the Charge**

If you can't identify the account, our team can help trace the charge using the details you provide, such as the card's last 4 digits, the charge date, and the amount. We can then confirm which account it belongs to, cancel the subscription, and review your refund request.

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.

We recommend contacting us before starting a dispute with your card provider. This usually gets your issue resolved faster, and the subscription is cancelled at the same time.

## **🛡️ How to Avoid Unexpected Charges in the Future**

- Use a shared team inbox for account sign-ups so receipts don't get lost.
- Add a calendar reminder before any trial ends or plan renews.
- Review your billing settings regularly to see your plan and renewal date.
- Keep a list of who on your team has access to paid tools.
- Cancel any plan you no longer need before its renewal date.

## **❓ Quick Answers**

- **Does cancelling give me a refund automatically?** No. Cancellation stops future billing. Refunds are reviewed separately.
- **I never used the platform. Can I still get a refund?** You can request one. Our team will review your case, including the account's history and plan details.
- **I don't know which email was used. What do I do?** Share the charge date, amount, and the last 4 digits of the card in the chat, and our team will help find the account.
- **Is it safe to share charge details in chat?** Yes, as long as you only share the last 4 digits of your card, never the full number or security code.