🔍 What This Article Covers
Some customers reactivate a Search Atlas account expecting a free trial, then see a charge at the full subscription rate. This article explains why that can happen, how to check what you were billed for, and how to ask for a refund.
❓ Why Was I Charged Instead of Getting a Free Trial?
A free trial and a reactivation are not the same thing. The most common reasons for the mix-up are:
- Reactivating an existing account: If you already had a Search Atlas account or subscription, restarting it usually bills your plan right away. Trial offers are often meant for new accounts only.
- Choosing a paid plan at checkout: Selecting a plan and confirming payment starts a paid subscription, even if you saw a trial offer earlier.
- Similar-looking buttons: Buttons such as Reactivate, Resume, or Upgrade can look like a trial sign-up but start billing.
- Saved payment details: If a card is already on file, a reactivation can go through without a new payment screen, so the charge may be unexpected.
🧾 Step 1: Check What You Were Charged For
Before you request a refund, confirm what happened. This also helps our team resolve your request faster.
- Log in to your Search Atlas account.
- Open your account or billing settings.
- Review your current plan, the charge amount, and the charge date.
- Check your inbox for a payment receipt or confirmation. It should show the plan name and the amount.
- Note whether the account was new or a previously cancelled one.
🛑 Step 2: Stop Further Charges
If you do not want to keep the subscription, cancel it right away so you are not billed again at the next renewal.
- Go to your billing or subscription settings.
- Select the option to cancel your plan.
- Confirm the cancellation and check that the plan now shows as cancelled or set to end.
Cancelling stops future billing. It does not automatically refund a charge that has already been made, so please also complete the next step.
💬 Step 3: Request Your Refund
Refund requests are handled by our team through live chat. Each request is reviewed individually, so we cannot promise a particular outcome in advance. The sooner you reach out after the charge, the easier it is to review.
To request a refund:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Explain that you were charged after reactivating and expected a free trial.
- Share the details listed in the next section.
📋 What to Include in Your Message
- The email address on your Search Atlas account
- The date and amount of the charge
- The plan you were charged for
- Where you saw the trial offer (for example, a page, an email, or an ad)
- Whether you have used the platform since the charge
A message such as this works well: I reactivated my account expecting a 7-day free trial, but I was charged the subscription rate. Can you review my charge for a refund?
⏱️ What Happens After You Ask
- A team member reviews your account, the charge, and the offer you saw.
- They may ask a few follow-up questions.
- If a refund is approved, it goes back to your original payment method. Your bank or card provider sets how long it takes to appear, which is often several business days.
- If a refund is not possible, the team will explain why and discuss other options, such as switching to a different plan.
💡 How to Avoid This in the Future
- Read the checkout summary carefully. It should show the plan name, price, and any trial length before you confirm.
- Look for wording such as Start Free Trial versus Reactivate or Subscribe.
- If you are a returning customer, ask in live chat whether a trial is available for your account before you reactivate.
- Check your email for the payment receipt right after you confirm.
- Cancel before the renewal date if you only want to try the platform briefly.
🙋 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.