💳 What an unexpected white-label charge means
A white-label billing charge is a percentage of each active client account’s plan price, billed to your agency or parent account. The default is 70% of the client’s monthly plan price, shown as one Whitelabel Subscription Increase or Child Customers Billing line. An amount such as $208.60 can appear without you manually adding a plan, because billing updates when an active client plan is added or changed. Trial and affiliate client accounts are not included, and staying inside the parent quota does not remove the charge.
📊 Why the amount can appear even if you did not edit clients
Client work can stay inside the parent account quota, but that does not waive the white-label charge. The parent is still billed a percentage of each active, non-trial, non-affiliate client plan. A charge posts when one or more of the following happens:
- A client account has an active paid plan. Trial plans are not counted, and affiliate client accounts are excluded because they pay Search Atlas directly.
- A client account became separately billable after a status, plan, or white-label setting changed, including a change made by a teammate.
- The updated monthly amount applies on the next billing date. A change does not create a separate partial-period proration charge.
- An earlier service issue did not automatically pause billing, so the invoice still included that period.
The charge line is the invoice record. It is not, by itself, proof that you intended to buy extra client capacity.
🛠️ How to check the charge on your account
- Open billing or invoices in your Search Atlas account and locate the charge date and amount.
- Note the description, quantity, and billing period.
- Compare active white-label client accounts with the parent quota for that same period.
- Check whether any client was activated, reactivated, or moved off the shared quota.
- Save screenshots of the invoice line and the client list. Do not change client settings only to investigate.
🚀 How to request a refund or credit
Search Atlas reviews unexpected white-label charges case by case. A refund or account credit is not automatic, but you can ask for both the disputed amount and credit related to a prior service disruption.
- Confirm the exact amount, date, and invoice or charge reference.
- List the client accounts you believe should have remained on the parent quota.
- Describe what did not change on your side and the dates of any service disruption.
- Send that information in the platform live chat so billing can match it to the charge.
Ask clearly for a refund of the unexpected white-label charge and for service credit covering the disruption window. The team will confirm what the invoice represents and whether an adjustment applies.
💡 What to include so the review stays short
- Account name and the user who received the charge.
- Amount, currency, and charge date.
- Invoice or transaction reference if shown.
- Which client accounts you believe were wrongly billed.
- Dates and a short description of the earlier service disruption.
- Screenshots of the invoice and the client list.
⚙️ What to expect after you write in
Support reviews the parent quota, client account status, and invoice line for the billed period. If the clients were still covered and no billable change occurred, the team can correct the charge. If usage moved beyond the included quota, they will explain the calculation. Service credit for downtime is considered separately from the white-label line, using the dates you provide.
While the review is open, avoid deleting client accounts if you still need their history. Canceling or changing plans during the review can create a second prorated line.
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.