🔍 Login Redirects to Plan Selection and Duplicate Charges

📌 Overview

Some customers who log in are taken to the Choose Your Plan page because the account they signed in with has no paid plan. This can happen with a new or unfinished account, or an account that was never given a paid plan. This article explains the common causes and what to do next.

These two issues are often connected, so it helps to check them together.

🔁 Why Login Sends You to Plan Selection

The Choose Your Plan page appears when the account you logged in with has no paid plan. Common reasons include:

• A different login method or email: Logging in with a different email address, or with Google instead of email and password, can open a separate, empty account.
• An expired or cancelled subscription: While a cancellation is still pending, you keep access until the end of the paid period. Once the account is deactivated, login shows an account-deactivated page rather than asking you to pick a plan.
• A failed renewal: If a renewal payment did not go through, you see a payment-failed notice and can open Billing to update your payment method. This does not send you to plan selection.
• A new account created by mistake: Starting a sign-up flow instead of logging in can create a second account.

Important: Do not select a plan or enter payment details on this screen if you only want to cancel. Doing so may start a new subscription.

🔑 How to Confirm You Are in the Right Account

1. Log out completely and close the login page.
2. Open the login page and use Log In, not Create an account, Start free trial, or Start your free trial.
3. Try each email address you may have used with Search Atlas.
4. If you originally signed up with Google, use the Google sign-in option.
5. Check your inbox and spam folder for your original welcome or receipt emails. The address that received them is usually your main account email.

If you reach a dashboard with your projects and data, you are in the correct account.

🛑 How to Cancel Your Subscription

After you are in the correct account, follow these steps:

1. Open the account menu and select Billing.
2. On the Billing page, open the Services tab.
3. On the plan row, open the menu and select Cancel, then follow the prompts.
4. Look for a confirmation message or email once the cancellation is complete.

Keep the confirmation. On screen it shows when your access ends. The email confirms the cancellation, but it does not state when access ends.

If you cannot reach the billing section because you are stuck on plan selection, use the chat widget described at the end of this article. Our team can help with cancellation.

💳 Why You May See Two Charges Close Together

Two charges in a short period can look like a duplicate, but there are several possible causes:

• Two accounts or subscriptions: A second account created with another email or login method may have its own subscription and payment.
• A new sign-up after a lapse: Choosing a plan on the plan selection screen can create a new charge in addition to an earlier renewal.
• A plan change or upgrade: Changing plans or adding features can create an additional charge.
• A retried payment: If a payment failed at first, it may have been retried and processed later.
• A temporary authorization hold: Some banks show a pending hold alongside the final charge. The hold usually drops off after a few days.

🧾 How to Review Your Charges

1. Open the Billing section of your account and look at your invoice history.
2. Check your email for receipts and match each one to a charge on your statement.
3. Note the date, amount, and last four digits of the card used for each charge.
4. Check whether you have more than one Search Atlas account under different email addresses.
5. Ask your bank whether either charge is listed as pending or completed.

Having this information ready helps our team review your charges faster.

💡 Tips to Avoid This Issue

• Use the same email and login method each time you log in.
• Do not choose a plan unless you want to start or renew a subscription.
• Cancel before your renewal date. Renewals are processed automatically.
• Save cancellation confirmations and receipts.
• Check your statement after any plan change or failed payment.

💬 Need Help With a Charge?

If you are stuck on the plan selection screen, cannot find your subscription, or think you were charged in error, our team can review your account and billing history. Please have the email addresses you may have used, the dates and amounts of the charges, and the last four digits of your card ready.

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.