🔐 When reset does not recognize your email
If you are using the email on your Search Atlas account and password reset says it does not recognize that email, you may still be billed. This article covers the steps a support agent used to restore access so the account could be managed and cancelled.
🚀 Try Google sign-in first
Before anything else, try signing in with Google if your account was created that way.
- On the sign-in page, choose the Google sign-in option.
- Use the Google account tied to this subscription, if you have one.
If this is not a Google email, or Google sign-in does not open the account, password reset alone will not get you in. A support agent has to set a temporary password on the account.
💬 Ask support for a temporary password
You cannot create that temporary password yourself. Open the chat widget in the bottom-right corner of the platform and send your message. A member of our support team will reply in the chat.
In the chat, explain that password reset does not recognize your email, that you are still being charged, and that you need to log in so you can manage or cancel the account. Have these ready so the agent can verify the account:
- The email address you believe is on the account.
- The last 4 digits of the card on file for the subscription.
The agent will check those details and, if the account is verified, set a temporary password and send it to you in the chat. Use only the password the agent gives you for your account. Do not reuse an example or a password from another conversation.
⚙️ Sign in and cancel
After the agent sends your temporary password:
- Sign in with the email on the account and the temporary password from the chat.
- Open account management and cancel the subscription so billing stops.
- If you plan to keep the account instead, change the temporary password to a private password only you know.
The agent cannot cancel for you from the steps above; the temporary password is so you can log in and manage the account yourself, including cancellation.
💡 If you still cannot get in
If Google sign-in does not work and you do not receive a temporary password, stay in the same chat and tell the agent what you already tried. If you need further assistance, open the chat widget in the bottom-right corner of the platform and send your message. A member of our support team will reply in the chat.