♻️ Reactivation

🎁 Claim Your Free Month After Cancellation

What Is This Issue? After cancelling a Search Atlas subscription, some users are offered an additional free month as a retention benefit. In some cases, this free month credit cannot be applied automatically — for example, if the account reached a fully cancelled state before the credit was processed. When this happens, the free month must be applied manually by the Search Atlas support team on the back end. Why This Happens The free month offer is tied to the cancellation flow. If there is a timing gap between accepting the offer and the system processing it, the platform may not be able to attach the credit automatically to an already-cancelled account. This is a known edge case the team is actively working to improve. What to Expect After the Credit Is Applied Because this requires a manual back-end action by the support team, the timeline and process work as follows: - Processing time: Once a support team member applies the credit manually, you should see your account access restored within 1 business day. If access is not restored within that window, follow up in the same chat conversation. - Confirmation: The support team will confirm in the chat conversation when the credit has been applied to your account. You do not need to take any further action after that confirmation. - Deadline to claim: The free month offer is tied to your cancellation event. Contact support as soon as possible after cancelling — do not wait more than a few days after cancellation, as the offer may no longer be retrievable once a significant amount of time has passed. - No new subscription needed: Do not attempt to purchase a new subscription to work around the issue. This is not required and may complicate the credit application when the support team reviews your account. Before You Contact Support — Gather These Details The support team will need the following information to locate your account and apply the credit in a single conversation. Have these ready before you reach out: 1. The email address on your cancelled account. 2. Confirmation that you accepted the free month offer during the cancellation flow. If you are unsure whether you accepted it, note this so the team can check on their end. 3. The approximate date you cancelled your subscription. 4. A brief description of what happened — for example, whether you accepted the offer but your account still shows as fully cancelled with no active access. How to Contact Support to Apply the Credit Once you have the details above, contact the Search Atlas support team so they can apply the credit manually on the back end. Share your email address, the cancellation date, confirmation that you accepted the free month offer, and a brief description of what happened. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔄 Fix an Unexpected Subscription Cancellation

🔍 What Is Happening? Some customers have reported seeing a cancellation notice on their account even though they never requested to cancel their plan. When they click the option to restart their subscription, they receive an error message stating they are not eligible for reactivation because their paid access period has expired. This is a known issue that our engineering team is actively investigating. It is not caused by anything you did, and your account can be fully restored. ⚠️ Why Self-Serve Reactivation May Fail The in-platform reactivation flow currently cannot complete the process in certain cases where a cancellation occurred unexpectedly. Specifically: - The system may flag your account as ineligible even though the cancellation was not initiated by you. - Attempting to reactivate may appear to go through but then revert to a cancelled state — this is a known bug being addressed by the engineering team. - Any sites or usage quotas tied to your plan may appear lost, but they can be restored once your subscription is reactivated by the team. ✅ How to Get Your Subscription Restored Because the self-serve flow cannot reliably complete reactivation in these cases, the resolution requires assistance from our specialized internal team. Here is what will happen once you contact support: 1. Verify your account details: A support agent will confirm the cancellation timestamp and that you did not initiate the cancellation. 2. Update your payment method if needed: You may be asked to confirm or provide an updated payment method so the reactivation can be processed correctly. 3. Escalation to the specialized team: Your case will be passed to a dedicated internal team who can manually reactivate your subscription and restore your access. 4. Confirmation: Once the team has resolved the issue, you will be notified and your plan, sites, and usage quotas will be back to normal. 💬 Contact Support to Resolve This Because this issue cannot be fixed through the reactivation button alone, please reach out as soon as possible so the specialized team can restore your account without further delay. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you connect, let the agent know that your subscription was cancelled unexpectedly and that the reactivation option is showing an eligibility error. This will help them prioritize and escalate your case quickly.

📅 Understanding Access After Subscription Cancellation

🔍 Overview If you decide to cancel your Search Atlas subscription, your account access does not end immediately. You will continue to have full access to all features included in your plan until the end of your current billing period. This article explains exactly what to expect after cancelling. ✅ What Happens When You Cancel Cancelling your subscription stops the automatic renewal of your plan — it does not cut off your access right away. Here is what you can expect: - Continued access until renewal date: Your account remains fully active and usable through the end of the billing cycle you have already paid for. - No charges after cancellation: Once cancelled, your payment method will not be billed again at the next renewal date. - Account expiry: On the day your current billing period ends, access to paid features will be removed. 📅 How to Find Your Renewal Date Not sure when your billing period ends? Log in to your Search Atlas account and navigate to your account's billing or subscription area to view your current plan details, including the renewal or expiry date. 💾 Saving Your Data Before Access Ends We recommend exporting or saving any important data before your billing period expires. Once your plan ends, you may lose access to reports, projects, and other content stored within your account. Take the time to: - Export keyword reports and ranking data. - Download any content created using the platform's tools. - Save project settings or configurations you may want to reference later. 🔄 Changed Your Mind? If you cancel but decide to continue using Search Atlas, you may be able to reactivate your subscription. Please reach out to our support team for assistance with reactivation to ensure there is no interruption to your access. ❓ 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 connected with a member of our team.

🔄 Fix Subscription Errors and Reactivate Your Plan

🔍 Overview If your billing page shows an active subscription but you're still seeing an error like "I do not have an active subscription" when trying to add an OTTO site or use a feature, your account may be in a pending-cancellation state. This guide explains what causes this, what it means for your quotas, and how to get your account fully active again. ⚠️ What Is a Pending-Cancellation State? A pending-cancellation state occurs when a subscription has been scheduled for cancellation but the cancellation date has not yet arrived. During this window: - Your billing page may still show an active plan with an upcoming renewal date. - Certain actions — such as adding a new OTTO site — may be blocked because the system recognises the subscription as no longer in good standing. - Child features or add-ons tied to your base plan may also be suspended or restricted. This is by design. When a base plan is marked for cancellation, dependent features are placed on hold to prevent new resources from being allocated to an account that is scheduled to close. 📊 How Quotas Are Affected Your usage quotas — including OTTO sites, credits, and any recurring top-ups — are managed alongside your subscription status. Here is what to expect: - Existing allocations: Quotas already granted before the cancellation was scheduled remain available until your billing period ends. - New allocations: Adding new sites, upgrading usage, or activating new features is blocked while your account is in a pending-cancellation state. - Unlimited allocations: If your plan includes unlimited access to any feature, those allocations are protected and will not be incorrectly removed during a plan change. - Recurring quota top-ups: Any active recurring top-ups may be paused while your subscription is pending cancellation. ✅ How to Reactivate Your Subscription To restore full access to your plan and remove the pending-cancellation state, follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right and select Billing. 3. Look for a banner or notice indicating your plan is scheduled for cancellation. 4. Click Reactivate Plan or Resume Subscription — the exact label may vary depending on your plan type. 5. Confirm the reactivation when prompted. Once reactivated, your account status will return to active, and you will be able to add OTTO sites, use your full quota, and access all features included in your plan. 💡 Common Questions My billing page shows an active subscription — why am I still blocked? A subscription can appear active on the billing page while still being in a pending-cancellation state. The renewal date shown reflects when the current paid period ends, not whether the subscription is set to continue. Reactivating the plan resolves this immediately. Will I lose any data or settings if I reactivate? No. Reactivating your subscription restores your access without affecting your existing OTTO sites, projects, or settings. What happens if I do nothing and the cancellation goes through? When the billing period ends, your subscription will fully cancel. Access to paid features — including OTTO sites beyond the free tier — will be removed. You can still resubscribe at any time, but you may need to reconfigure some settings. Can I cancel a recurring quota top-up separately from my main plan? The ability to cancel individual recurring quota top-ups independently is being reviewed as a future update. At this time, top-up management is tied to your base plan status. If you have specific questions about your top-ups, contact our team using the details below. 🛠️ Still Seeing the Error After Reactivating? If you have reactivated your plan but are still receiving the "I do not have an active subscription" error, try the following: - Clear your browser cache and reload the page. - Log out and log back in to refresh your account session. - Wait a few minutes, as subscription status changes may take a short time to propagate across the platform. If the issue persists, If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.