📌 Overview
If you purchased credits or a plan and can no longer use them, you may want to cancel and ask for a refund. This article explains the difference between the two, how to cancel, what to prepare, and how to get your request in front of a person quickly.
🔎 Cancellation vs. Refund: What's the Difference?
These are two separate requests, and it helps to treat them that way.
- Cancellation stops future charges and renewals on your account.
- Refund request asks for a review of money already paid, such as a credit purchase that you cannot use.
Cancelling does not automatically return past payments. A refund is reviewed separately, and the outcome depends on the terms of your purchase and the details of your case.
🛑 Step 1: Cancel Your Plan or Stop Renewals
Cancel first so that you are not billed again while your refund request is reviewed.
- Log in to your Search Atlas account.
- Open your account or billing settings.
- Find your active plan or subscription.
- Select the option to cancel or turn off renewal.
- Confirm the cancellation and save any confirmation message you receive.
If you cannot find the cancel option, or the cancellation does not seem to go through, open the chat widget and ask for help (see the last section).
🧾 Step 2: Gather Your Purchase Details
Having the right information ready helps our team review your request without back-and-forth. Prepare the following:
- The account email or workspace name used for the purchase
- The date and amount of the credit purchase
- The type of credits you bought (for example, which tool or feature they apply to)
- The date you first asked to cancel or get a refund, if you did so before
- A short description of why the credits are unusable, including any error messages or screenshots
💬 Step 3: Submit Your Request Through Live Chat
The live chat widget inside the platform is the only support channel for billing, cancellation, and refund requests. Using it keeps your request tied to your account and lets a teammate see your details.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a person.
- State clearly that you want to cancel and request a refund review for unused credits.
- Share the details you gathered in Step 2.
- Ask for a reference or a summary of next steps before you close the chat.
⏱️ What to Expect After You Ask
- Confirmation of cancellation: A teammate can verify that your plan is cancelled and no further charges are scheduled.
- Review of your purchase: Your credit purchase and usage are checked against the terms that applied when you bought them.
- A clear outcome: You should be told whether a refund, partial refund, or another resolution is available, along with the reason.
Review times can vary depending on the details of your case. If you have already waited a long time, mention this in the chat and include the dates of your earlier requests so the team can look into them.
⚠️ Common Reasons Requests Get Delayed
- The request was made in a place that is not linked to your account, so it was never received by our team.
- The purchase cannot be matched because the account email or payment details are missing.
- The cancellation was never completed, so billing continued.
- The reason the credits are unusable was not described, so the team cannot check for a technical issue.
💡 Tips to Avoid Issues in the Future
- Review what a credit pack covers before you buy it.
- Test the feature with a small amount of credits first, especially for larger purchases.
- Keep your purchase confirmations and chat summaries in one place.
- If a feature does not work as expected, report it in chat right away rather than waiting.
- Cancel before your renewal date if you do not plan to continue.
🙋 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.