📌 Overview
Sometimes a subscription renews when you did not expect it. This often happens when the person who managed the account has left the company and the cancellation was never completed. This article explains what to do if you were charged for a renewal you did not intend, how to request a refund review, and how to avoid the same situation in future.
Please note: Refunds for renewal charges are reviewed on a case-by-case basis. Submitting a request does not guarantee a refund, but our team will look at your situation and explain the options available.
🔎 Why Unintended Renewals Happen
Search Atlas subscriptions renew automatically at the end of each billing period so your service continues without interruption. A renewal can come as a surprise in situations like these:
- A team member who set up the subscription left the company without cancelling it.
- The account owner changed, but nobody updated the billing contact.
- Renewal reminders went to an inbox that is no longer monitored.
- A cancellation was started but not completed.
- The account was shared and no one knew who was responsible for billing.
✅ Before You Request a Refund
Gathering a few details first helps our team review your request faster. Please check the following:
- Confirm the charge. Find the date and amount of the renewal on your bank or card statement.
- Identify the account. Note the email address the Search Atlas account is registered under, especially if it belongs to a former employee.
- Check your billing settings. Log in to the platform and open your account or billing settings to see your current plan, renewal date, and payment method.
- Check your usage. Note whether anyone on your team has used the platform since the renewal. This is useful context for the review.
- Write down what happened. A short explanation, such as the person responsible left the company and the cancellation was missed, helps our team understand your situation.
💬 How to Request a Refund Review
Refund requests are handled by our team directly through the platform. Follow these steps:
- Log in to your Search Atlas account. If the original account belongs to a former employee, use any available admin access or ask your company's account owner to help.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Tell the team you would like a refund review for an unintended renewal.
- Share the details you gathered: the account email, the charge date and amount, and a brief explanation of what happened.
Once the team has reviewed your details, they will tell you what can be done. Please reach out as soon as you notice the charge, because the sooner a request is made, the easier it is to review.
🛑 How to Cancel So You Are Not Charged Again
If you no longer want the subscription, cancel it now so it does not renew again. Requesting a refund does not automatically cancel your plan, so these are two separate steps.
- Log in to your Search Atlas account.
- Go to your account settings and open the billing or subscription section.
- Select the option to cancel your subscription and follow the on-screen prompts.
- Check that you receive a confirmation and that your plan shows as cancelled.
If you cannot log in because the account was set up by a former employee, open the chat widget and ask for help. Our team can guide you through verifying ownership and managing the subscription.
🔐 Regaining Access to an Account Set Up by a Former Employee
If the person who created the account has left, you may not be able to sign in or change billing details. To get back in control:
- Try the password reset option on the login page, if your company still controls the original email inbox.
- Ask your IT team whether the former employee's email is still active or forwarded to someone else.
- If you cannot access the email, open the chat widget and type human teammate. Our team will explain what verification is needed.
🛡️ How to Prevent Unexpected Renewals
A few simple habits can help you avoid surprise charges:
- Use a shared company email. Register the account with a team address such as a billing or admin mailbox instead of a personal one.
- Name a billing owner. Assign one person responsible for subscriptions and a backup in case they leave.
- Add subscriptions to your offboarding checklist. When someone leaves, confirm which tools they managed and transfer or cancel them.
- Note your renewal date. Add a calendar reminder a few days before each renewal so you can review your plan.
- Review your plan regularly. Check that your plan still fits your needs and that the right payment method is on file.
- Monitor reminder emails. Make sure billing notifications go to an inbox that someone actively checks.
❓ Frequently Asked Questions
Will I definitely get a refund?
Refunds are reviewed case by case. Our team will look at the details of your account and explain what is possible.
Does a refund request cancel my subscription?
No. You need to cancel separately to prevent future renewals. Our team can help you with both in the same conversation.
What if the former employee still has access to the account?
Change the password and update the account email as soon as you can. If you cannot, let our team know in chat so they can help you secure the account.
What if I do not know who set up the subscription?
Check your bank or card statement for the payment details, then share the charge date and amount with our team. This can help them locate the account.
How soon should I contact the team?
As soon as you notice the charge. Acting quickly gives the team the best chance to review your request.
🙋 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.