Seeing a charge you did not expect is stressful, especially if you thought your subscription was already paused or cancelled. This article explains why it can happen, how to confirm your cancellation status, and how to ask our team to review a charge and a possible refund.
â Why You Might See an Unexpected Charge
Most billing surprises come from one of these situations:
- The renewal date passed first. If a cancellation or pause was not completed before your renewal date, the next billing cycle may still be processed.
- The request was discussed but not completed. Asking about a pause or cancellation in a conversation is not always the same as the change being applied to your account. The change needs to be confirmed in your billing settings.
- Pause and cancel are different. A pause is meant to be temporary, while a cancellation ends the subscription. Check which one is shown on your account.
- Plan changes or add-ons. Upgrades, extra seats, or add-ons can change the amount of a charge.
- Annual or longer billing cycles. A yearly plan renews once a year, so the charge can be larger than a monthly one.
đ How to Cancel or Pause Your Subscription
- Log in to your Search Atlas account.
- Open your Account or Billing settings.
- Find your current plan and select the option to pause or cancel it.
- Follow the on-screen prompts to complete the request.
- Check that the plan status now shows your change, such as a cancellation date or a paused status.
Tip: Make the change at least a day or two before your renewal date so it is applied in time. If you cannot find the option, ask for help in the chat widget before your renewal date.
â How to Confirm Your Cancellation Went Through
- Check your billing page for a status such as cancelled, paused, or ending on a specific date.
- Look for a confirmation message in the platform after you submit the request.
- Take a screenshot of the status for your records.
If the billing page still shows an active renewal, the request may not have been completed. Contact our team before the renewal date.
đ What to Do If You Were Charged After Asking to Cancel or Pause
- Check the charge details. Note the date, the amount, and which plan or add-on it relates to.
- Compare it with your renewal date. See whether the charge happened on or after your scheduled renewal.
- Gather your evidence. This could include the date you asked to pause or cancel, any screenshots, and any messages from the conversation.
- Contact our team through the chat widget. Explain what happened and share the details above so we can review quickly.
Please contact us first, rather than waiting. Our team can review the charge, check your account history, and tell you what options are available.
đ° How to Request a Refund Review
When you contact us about a charge, please include:
- The email address or username on your Search Atlas account
- The date and amount of the charge (for example, the $201 charge you are asking about)
- The date you asked to pause or cancel, and how you made the request
- Whether you used the platform after the charge
- Whether you want a full refund, a cancellation going forward, or both
Our team will review your account and billing history. Refund decisions depend on the details of each case, such as when the request was made and whether the plan was used. We cannot promise a specific outcome before the review, but we will explain the result and the next steps clearly.
If a refund is approved, it is returned to the original payment method. The time it takes to appear can vary depending on your payment provider.
đĄī¸ How to Avoid Billing Surprises
- Make a note of your renewal date when you subscribe.
- Cancel or pause a few days before renewal, not on the day itself.
- Confirm the plan status on your billing page after every change.
- Keep screenshots of confirmations.
- Review your plan and add-ons regularly so you know what you are paying for.
đŦ Need Help Right Now?
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.