Cancel: Account Closure & Data

🔧 How to Cancel Your Account

This article explains how to locate the cancellation controls, complete cancellation, and verify that your subscription will not renew. 🛠️ Step-by-Step 1. Sign in to the account you want to cancel. 2. Open your account or subscription settings. 3. Look for the billing, plan, subscription, or account management section. 4. Select the option to cancel your subscription or account, then follow each confirmation prompt. 5. Review the final confirmation carefully and confirm cancellation. A processed or invoiced payment does not require contacting your bank; cancellation stops future renewal and does not reverse an existing invoice. 6. If no cancellation option appears, confirm that you are signed in as the account owner or administrator and are viewing the correct account. ✅ How to Confirm It Worked Return to your subscription or billing settings and check that the status shows canceled or scheduled to end. Confirm that a future renewal date or upcoming charge is no longer shown, and save any cancellation confirmation displayed. 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.

🗂️ What Happens to Your Projects and Data When You Cancel?

🗂️ Does Cancelling Delete My Projects? No. Cancelling your subscription doesn't delete your projects or their data. Your projects, reports and settings stay in your account. 📅 When Does My Access End? You keep full access until the end of the billing period you've already paid for. After that, your paid features stop running, but your projects aren't removed. 🧊 What Happens to OTTO Sites? About 24 hours after your subscription ends, your OTTO sites move into Deep Freeze. Deep Freeze keeps the optimizations you already deployed, but OTTO stops making new changes. If you subscribe again, sites that were frozen this way are unfrozen automatically. 🔄 Can I Come Back Later? Yes. If you reactivate your subscription, you pick up with the projects that are still in your account. If your cancellation hasn't taken effect yet, you can reactivate before the end of your billing period and nothing changes. 🗑️ I Want My Data Deleted Cancelling doesn't delete your data. If you want your account data permanently deleted, ask our support team: open the chat widget and type human teammate.

🔄 Fix a Cancelled Account With Active Paid Plan

🧭 Overview If your account dashboard shows a cancelled status but you have already paid for an annual plan, you are experiencing a billing status discrepancy. This is a known issue that requires manual review by our team. This article explains what causes it, what to do immediately, and how your AI generation quota timing works once the issue is resolved. ⚠️ What a Billing Status Discrepancy Means A billing status discrepancy happens when your payment was successfully processed but your account status did not update correctly in the platform. Common signs include: - Your dashboard displays Cancelled or Inactive under your plan status - You received a payment confirmation email but your features appear restricted - Your AI generation quota shows zero or is unavailable - Your next billing date or plan cycle is missing or incorrect This does not mean your payment failed or that your subscription was actually cancelled. It is a synchronisation error between the payment processor and your account record, and our team can correct it quickly. 🛑 Do Not Purchase a New Plan Before taking any action, do not attempt to repurchase or upgrade your plan. Doing so while a payment is already on record may result in a duplicate charge. Wait until a member of our team has reviewed your account and confirmed the status. ✅ Steps to Resolve the Discrepancy 1. Gather your payment confirmation. Locate the payment receipt or confirmation email you received when you purchased your annual plan. Note the date of payment, the amount charged, and the email address used at checkout. 2. Check your account email. Make sure you are logged into the Search Atlas account that corresponds to the email address used during purchase. Status discrepancies sometimes occur when payments are made under a different email. 3. Contact support immediately. 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. Share your payment confirmation details so our team can manually verify the transaction and correct your account status without delay. 4. Wait for confirmation before using quota-heavy features. Once our team restores your correct plan status, your AI generation quota will reflect your full annual allocation. Using the platform heavily before the fix is applied may cause confusing quota readings. 📅 When Does the AI Generation Quota Reset? Your AI generation quota typically resets on a cycle tied to your billing/plan cycle rather than the calendar month, but the exact mechanics can vary by plan. Confirm your exact reset date in your account settings or with support rather than assuming it matches the calendar month. To find your exact reset date once your account status is corrected: - Click your Avatar - Go to Billing - Open Plans & Top-ups - Look for the text All recurring quotas reset on your next billing date followed by the date If this field is blank or shows an incorrect date after your account status has been fixed, let our support team know so they can manually verify the reset timestamp on the back end. 📆 What Is My Next Plan Cycle Date? For annual plans, your next plan cycle date is 12 months from the original purchase date. This is the date your subscription will renew and another annual payment will be processed, unless you cancel before that date. Your plan cycle date is separate from your monthly AI quota reset date. Both dates are visible under Avatar > Billing > Plans & Top-ups once your account status reflects the correct active state. 🔍 Why This Discrepancy Happens Billing status discrepancies are typically caused by one of the following: - A processing delay between the payment gateway and the Search Atlas platform at the moment of purchase - A previous cancellation request that was submitted and then a new payment was made, creating a conflict in the account record - An account upgrade or plan switch that did not complete fully due to a session timeout In all cases, your payment data is preserved and our team can reconcile the account without requiring a new purchase. 💬 Still Need 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.

📊 Citation Dashboard Access After Plan Cancellation

🔍 Overview If you have cancelled your Local Citation Builder subscription but still have time remaining in your paid billing period, you should retain full access to your citation dashboard until that period ends. This article explains how access works after cancellation, what to do if you are locked out unexpectedly, and how to request a refund for active citations if access cannot be restored. 📋 How Access Works After Cancellation When you cancel a Local Citation Builder plan, your subscription moves to a pending cancellation status. This means: - Your access remains active until the end of your current paid billing period. - You can continue to manage your citations, view your dashboard, and make updates during this time. - Once the billing period fully expires, your dashboard access is removed and citations can no longer be managed through Search Atlas. You should not be locked out immediately upon cancelling — only after your paid period has ended. ⚠️ What to Do If You Are Locked Out Early If you cancelled your plan but your paid period has not yet ended and you are now unable to access your citation dashboard, this is not expected behaviour. Follow these steps: 1. Navigate to Left sidebar → Local → Local Citations to confirm whether your citations and dashboard are visible. 2. Check whether you can access any other Local sub-pages, such as Left sidebar → Local → Overview, to determine if the issue is limited to citations or affects the entire Local section. 3. Try refreshing your browser and logging out, then logging back in to rule out a session issue. 4. If you are still locked out, contact our support team immediately using the live chat widget (see below) so we can investigate and restore your access for the remaining period. 💡 Requesting a Refund for Active Citations If your access cannot be restored for the remainder of your paid period, you may be entitled to a refund for any active citations that were included in your plan. When contacting support, please have the following information ready: - The email address associated with your Search Atlas account. - Your plan name and billing period start and end dates. - The number of active citations you had at the time of cancellation. - Any confirmation emails or receipts related to your purchase. Our team will review your case and advise on eligibility for a partial or full refund based on the remaining time and active citations on your account. 🛠️ Troubleshooting Citation Dashboard Errors After cancellation or during a pending cancellation period, you may occasionally see errors such as Refresh Failed on your Citations modal, or citation counts that do not display correctly. If this happens: - Ensure your business profile is fully completed, as incomplete profiles can prevent citation data from loading accurately. - Try navigating away from the page and returning via Left sidebar → Local → Local Citations. - If the error persists, reach out to support with a screenshot and a description of what you were doing when the error appeared. 💬 Need Further 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.

Retrieve Files From a Cancelled Account

📋 Overview If your Search Atlas account has been cancelled and you need to retrieve a file or piece of work stored inside the platform, you may be able to request a temporary reinstatement without paying the standard reactivation fee. This article explains what the process involves and how to get help quickly. ⚠️ Important: This Is Not a Self-Serve Process Temporary reinstatement for file retrieval requires approval from our specialized internal team. There is no automated way to restore access on your own after cancellation. However, our support team has successfully handled these requests and can escalate your case for review. 🛠️ What Happens When You Request Reinstatement When you contact support with this type of request, here is what takes place: 1. A support agent reviews your request and escalates it to our specialized team for management approval. 2. The specialized team restores your account access on a temporary basis. 3. You are able to log in, locate your file, and download or export it. 4. Your account is set up with a new payment date if reactivation is part of the resolution, or access is closed again once the retrieval is confirmed. 📁 Before You Reach Out To help our team process your request as quickly as possible, have the following information ready: - The email address associated with your cancelled account. - A description of the file or content you need to retrieve (for example, a report, a project, or an exported document). - The approximate date your account was cancelled. - Any urgency or deadline related to your retrieval need. 💡 What to Expect After Reinstatement Once our team restores your access, you should be able to log in to your account and navigate to the relevant section to locate and download your file. Act promptly — temporary reinstatements are time-limited and granted specifically for the purpose of file retrieval. If your account is being reactivated on a new billing cycle as part of the resolution, our team will confirm the details of your next payment date before closing the case. 🔍 A Note on Account and Subscription Fixes Our engineering team has resolved several underlying issues related to how cancelled and pending-cancellation accounts are handled on the platform, including improvements to how account status is managed after cancellation and refund events. If you previously encountered an error when trying to reactivate your account, these fixes may now allow the process to proceed correctly. 💬 How to Request Temporary Access To submit a temporary reinstatement request for file retrieval, follow these steps: 1. Gather your account details — have your registered email address, a description of the file you need, the approximate cancellation date, and any relevant deadline ready before reaching out. 2. Contact Search Atlas support via the chat widget in the bottom-right corner of any page at searchatlas.com, and type human teammate to be connected with a member of our team. 3. State your request clearly — tell the agent that your account is cancelled and that you need temporary reinstatement specifically to retrieve a file. Provide the details you gathered in step 1. 4. Wait for escalation confirmation — the agent will escalate your case to the specialized internal team. You will receive a confirmation once the escalation is submitted. 5. Log in as soon as access is restored — once the specialized team reinstates your account, navigate directly to the section where your file is stored, download or export it, and notify support that your retrieval is complete so the case can be closed promptly. If you do not receive a response within one business day, reply to your existing support thread to follow up — do not open a duplicate ticket, as this may delay processing. If you need help at any point, our support team is here to assist you.

🗂️ Recover Website Studio Files From a Canceled Account

🔍 Overview If your Search Atlas account has been canceled and you need to retrieve files from a Website Studio project, you can request a short-term free trial to regain access. This article explains how that process works and what to expect. ⚠️ Important: Act Before Your Trial Expires When a temporary trial is granted, it comes with a future billing date. You must cancel the trial before that date to avoid being charged. Make sure you download all the files you need as soon as access is restored, then cancel immediately if you do not intend to continue as a paying subscriber. 🛠️ How to Request Temporary Access 1. Contact our support team via the chat widget. Open the chat widget in the bottom-right corner of the platform — you may be able to do this even from the login or marketing page — and type human teammate to be connected with a member of our team. 2. Provide your canceled account email address and the name or URL of the Website Studio project you need to access (for example, the domain associated with the project). 3. Request a temporary free trial so you can log in and download your files. Our team will escalate the request to the appropriate internal team for approval. 4. Wait for confirmation. Once the trial is approved, you will receive details including the length of the trial period and the next billing date. 📂 Downloading Your Files After Access Is Restored 1. Log in to your Search Atlas account using your original credentials. 2. Navigate to Website Studio within the platform to find your projects. 3. Open the relevant project and download or export any files you need before your trial period ends. 4. Once you have everything you need, cancel your trial immediately to avoid being billed on the next billing date. 💡 Tips to Avoid This Situation in the Future - Before canceling your account, always export or back up any Website Studio project files you want to keep. - Check that all important assets are saved locally or in an external location before your cancellation takes effect. 💬 Need 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.

🔄 Reactivate Cancelled Account to Download Reports

📋 Overview If you cancelled your Search Atlas account and still need to download reports from your previous subscription period, you can request temporary reactivation. Our support team can restore access for 24 hours so you can retrieve your data. ⚡ Request Temporary Reactivation 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with our support team. 2. Inform the agent that you need to download reports from a specific month after cancelling your account. 3. The agent will escalate your request to the specialized team for temporary reactivation. ⏱️ Access Restored for 24 Hours Once approved, your account will be reactivated for 24 hours. During this window, you can access the platform and download all needed reports. Navigate to Left sidebar → Reports to reach the report builder and retrieve your data. ⚠️ Important: Cancel Again After Download After downloading your reports, you must cancel the subscription again before the 24-hour period ends. If you do not cancel, the system will automatically charge your payment method for the next billing cycle. 💡 Tips for a Smooth Process - Prepare a list of the specific reports and date ranges you need before requesting reactivation. - Download all reports in one session to avoid needing another reactivation. - Confirm with the agent the exact time your 24-hour window starts and ends. 🛟 Need 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.

🧾 Retrieve Invoices and Receipts from Cancelled Accounts

📋 Overview If you need a copy of a past invoice or payment receipt — for example, for accounting, tax, or reimbursement purposes — our support team can retrieve it on your behalf. This is especially relevant for cancelled accounts or cases where invoices from before a billing system migration are not readily accessible. 🔑 Before You Begin Make sure you have the following ready before reaching out to our team: - The email address associated with the Search Atlas account that was billed. - The approximate date and amount of the invoice you need (e.g., July 25, 2026 for $184). This helps our team locate the correct record quickly. ⚠️ Why Some Invoices Require Support Assistance Retrieving historical invoices from cancelled accounts is handled by our support team as a backend action. You may need to contact us if: - Your account has been cancelled: Post-cancellation invoice retrieval may not be available through standard account access and requires our team to pull records directly. - Pre-migration invoices are missing: If your account existed before a recent billing system update, some older invoices may not appear through normal channels. Our team can retrieve these on your behalf. - Invoice details need verification: If amounts, invoice numbers, or payment status look incorrect, our team can cross-reference records in the billing system. 📥 What to Expect When You Contact Support When you reach out, our team will look up your account using your account email address and the billing details you provide. Once the invoice is located, we will share a copy with you through the support chat. To ensure a fast resolution, please have your account email, the approximate invoice date, and the approximate charge amount ready when you get in touch. 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 OTTO Issues Before Cancelling Your Account

🔍 Overview If you're experiencing issues with OTTO SEO and considering cancelling your account, please read this article first. Many OTTO installation problems have quick fixes, and our team can resolve most issues within minutes. This guide walks you through common troubleshooting steps and explains your options so you can make an informed decision. ⚙️ Common OTTO Installation Issues and Fixes Before cancelling, try the following steps to resolve the most frequently reported OTTO installation problems: 1. Verify your website is connected: Go to the left sidebar and select OTTO SEO, then open SEO Automation (or navigate to /seo-automation-v3). Confirm your site appears in the project list and shows an active connection status. 2. Re-activate OTTO: On the OTTO SEO V3 dashboard, locate your site and click the OTTO toggle. If OTTO shows as inactive or errored, toggle it off, wait 10 seconds, then toggle it back on. 3. Check your website platform: OTTO works via a script or plugin installed on your website. Confirm the Search Atlas script or plugin is correctly installed and not blocked by a caching plugin, firewall, or CDN setting. 4. Clear your site cache: After installing or re-installing OTTO, clear your website and CDN cache to ensure the latest script loads correctly. 5. Refresh the OTTO SEO V3 dashboard: Hard-refresh your browser (Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac) and check whether OTTO's status has updated. 🚀 How to Access the OTTO SEO V3 Dashboard To check OTTO's installation status and manage your settings: - Click OTTO SEO in the left sidebar of the Search Atlas platform, then open SEO Automation. - You can also navigate directly to /seo-automation-v3. - Select the relevant site project to view OTTO's current activation status and any error messages. 💡 Before You Decide to Cancel We understand that a technical issue can be frustrating, especially when it blocks you from getting results. Here's what we recommend before cancelling your account: - Contact support first: Our team can diagnose and fix most OTTO installation issues in real time. Many problems are caused by simple configuration conflicts that take only a few minutes to resolve. - Request a guided walkthrough: If you're unsure whether OTTO was set up correctly, a support teammate can share their screen and walk you through the process step by step. - Ask about a pause option: If you need time to sort out technical issues without losing your data or settings, ask our team whether a temporary pause is available for your plan. 🗂️ How to Cancel Your Account (If You Still Wish to Proceed) If you have already tried the troubleshooting steps above and still wish to cancel, please follow the steps below: 1. Click your avatar in the top-right corner of the platform to open the Account Menu. 2. Navigate to Settings (/settings) and open the Team Members tab to access your account settings; billing is separate at Billing (/billing). 3. Look for the subscription or billing section to manage or cancel your plan. 4. If you cannot locate the cancellation option or need assistance, contact our support team via the chat widget — see the section below. Important: Cancelling your account will remove access to all your projects, reports, and OTTO configurations. This action cannot be undone, so please ensure you have exported any data you need before proceeding. 📞 Still Need 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.

Cancel Your Account and Clean Up Connections

🧭 Overview Closing your Search Atlas account involves two separate actions: cancelling your subscription and removing any active website connections. This article explains what to do for each step so nothing is left behind after your account is closed. ❌ Step 1: Cancel Your Search Atlas Account To cancel your subscription, log in to your Search Atlas account and click your Profile avatar, then go to Billing → Services. On your active plan, open the ⋮ (three-dot) menu and choose Cancel. A confirmation/retention step will appear before the final confirmation. After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by choosing Activate. Contacting support is optional, not required, to cancel. If you'd like guidance, you can still reach out using the chat widget below. 🌐 Step 2: Delete Your Website Connection Cancelling your subscription does not automatically remove website connections you have set up. You should manually delete these connections before or immediately after closing your account. To remove a website connection, go to the website management area of the platform, locate the website connected to your account, open its settings or options, and select the option to remove or delete the connection. Confirm the action when prompted. Repeat this process for every website connected to your account. If you cannot locate the removal option, contact the support team using the chat widget below and they can assist you directly. ✅ Post-Closure Checklist Before you finish, confirm you have completed each of the following: - Subscription has been cancelled from your account settings. - All website connections have been removed from the website management area of the platform. - Any team members added to your account have been notified, as they will also lose access once the account is closed. - You have downloaded or exported any data or reports you want to keep, as data may not be recoverable after the account fully closes. 💬 Need 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.

📧 Billing and Emails After Account Cancellation

🔍 Overview If you have recently canceled your Search Atlas account, you may be wondering whether you are still being billed or why you continue to receive emails. This article explains exactly what happens to your billing and email notifications after cancellation. 💳 Will I Be Charged After Canceling? No. Once your account is canceled, Search Atlas does not charge you anything further. Your subscription ends at the close of your current billing period, and no future payments are collected after that date. - All recurring subscription charges stop after your current billing period ends, since access continues until then. - You will not be charged for the next billing cycle. - Any charges that appear after your cancellation date are likely a final invoice for usage already incurred before cancellation — not a new subscription charge. If you see an unexpected charge on your payment method after your cancellation date, please review your final invoice carefully before reaching out to us. Charges dated on or before your cancellation date are part of your final billing cycle, not new subscription fees. 📬 Why Am I Still Receiving Emails? Even after cancellation, you may continue to receive certain emails from Search Atlas. This is normal and does not mean your account is still active or that you are being billed. Post-cancellation emails typically fall into two categories: - Transactional emails: System-generated notifications such as final invoices, payment receipts, or account closure confirmations. These are sent automatically as part of closing out your account and stop once all account activity is fully processed. - Project or report emails: If you had scheduled reports, keyword tracking digests, or automated project updates configured in your account, some of these notifications may continue briefly until the underlying tasks expire or are fully terminated on our end. These emails are not a sign that your account has been reactivated or that billing has resumed. They are the tail end of activity that was already in progress when you canceled. 🛠️ How to Stop Receiving Post-Cancellation Emails If you no longer wish to receive these emails, you have a few options: 1. Wait for them to stop automatically. Transactional and project emails typically cease within a short period after your account is fully closed. No action is required on your part. 2. Mark the emails as spam or unwanted. In your email client (Gmail, Outlook, Apple Mail, etc.), you can mark Search Atlas emails as spam or move them to your junk folder. Your email provider will then filter future messages automatically. 3. Create an inbox filter or rule. Most email clients allow you to set up a rule that automatically archives, deletes, or moves emails from a specific sender. Filter by the Search Atlas sending domain to prevent future messages from reaching your inbox. 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.

How to Cancel Your Search Atlas Account

This article explains how to cancel your Search Atlas subscription. If you've already looked for a cancel option and couldn't find it, the guidance below will help you locate the cancellation option inside the Billing section of your account. 📍 Where to Find the Cancellation Option Cancellation is managed through the Billing section of your account. To get there: 1. Log in to your Search Atlas account. 2. Navigate to the Billing section of your account settings. 3. Look for a subscription management option within Billing, where you will be able to initiate a cancellation request. 🛠️ Completing Your Cancellation Once you have located the cancellation option in Billing, follow any on-screen prompts to confirm your cancellation. You may be asked to provide a reason before the cancellation is finalised. If you cannot locate the cancellation option within the Billing section, please contact our team directly using the instructions below and have the following ready: - Your account email address - The name on the subscription or organisation - The date you would like the cancellation to take effect - Any error message or screenshot if the cancellation option is not appearing for you ✅ How to Confirm It Worked After completing the cancellation steps, verify the following to be certain your subscription has been cancelled: - Return to the Billing section and confirm that your plan status now shows as cancelled or displays a clear end date rather than an active renewal date. - Check the email address associated with your account — you should receive a cancellation confirmation email shortly after the request is processed. 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.

💳 Disputing a Charge and Cancelling Your Account

🔍 Overview Some customers have noticed an unexpected $199 charge on their credit card or payment method, sometimes alongside a separate Shopify billing charge. This can happen due to a billing migration issue, a duplicate subscription, or a re-checkout on an account that was already active. This article explains what may have caused the charge, how to get a refund, and how to cancel your account(s) if needed. ⚠️ Common Reasons for an Unexpected $199 Charge - Duplicate billing during migration: If your billing was recently migrated between payment methods (e.g., from Shopify to credit card), a charge may have been applied twice — once on each payment method. - Re-checkout on an existing account: Attempting to reactivate or re-subscribe to a plan that was in a past-due or pending-cancellation state can trigger a second charge without cancelling the original subscription. - Add-on billing error: In some cases, an add-on (such as OTTO Google Ads) triggered an unintended charge after a billing system update. - Two separate accounts: If you or a team member created a second account, both accounts may have been charged independently. ✅ Steps to Take If You Were Charged Incorrectly 1. Check for duplicate accounts. Go to your avatar in the top-right corner of the platform, then navigate to Settings → Team Members (URL: /settings). Confirm whether you have more than one active account or subscription linked to your organisation. 2. Review your billing history. Check both your credit card statement and any Shopify billing to identify whether charges appear on more than one payment method for the same billing period. 3. Note the charge date and amount. Have the exact charge date, amount ($199), and the last four digits of the card ready. This speeds up the investigation significantly. 4. Contact support immediately. Our team can locate the duplicate or erroneous charge in our billing system and process a refund directly. Refunds are typically returned to your original payment method within 5–10 business days, depending on your bank. 🚫 How to Cancel One or Both Accounts You can cancel your subscription yourself from the dashboard: click your Profile avatar → Billing → Services, then open the ⋮ (three-dot) menu on the plan and choose Cancel. A confirmation/retention step will appear before the final confirmation. After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. If you'd prefer, our support team can also action the cancellation on your behalf, but contacting support is optional. If you do reach out, please have ready: - The email address(es) associated with each account you want cancelled - Any reference to the unexpected charge so the team can link the refund and cancellation in one step Important: Cancelling your account does not automatically trigger a refund. You must explicitly request the refund at the same time so both actions are processed together. ⏱️ What to Expect After You Request a Refund - Our team will investigate the charge in our billing system (Stripe and/or Shopify) to confirm it was applied in error. - Once confirmed, the refund is issued immediately on our end. - Your bank or card provider may take 5–10 business days to reflect the credit on your statement. - You will receive confirmation once the refund has been processed. 🛡️ How We're Preventing This from Happening Again Our engineering team has identified and resolved the root causes behind duplicate billing during payment migration and re-checkout flows. Hotfixes have been applied to prevent new occurrences. If you believe you are still being affected, please reach out right away so we can investigate your specific account. 💬 Need Help Now? 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.

🗑️ Cancel Your Trial, Remove Card, or Delete Account

🔍 Overview If you are on a free trial or paid plan and want to cancel, remove your payment method, or have your account and data deleted from our servers, this article explains what to expect and how to get it done quickly. You can cancel your subscription yourself from the dashboard, or contact support if you prefer. ⚙️ What Happens When You Cancel a Trial When you cancel, the cancellation is scheduled for the end of your current billing (or trial) period. You will not be charged again after cancellation. You can cancel yourself from your dashboard: Profile avatar → Billing → Services → ⋮ menu on the plan → Cancel. A confirmation/retention step will appear before the final confirmation. If you change your mind, a pending cancellation can be reversed from the same place using Activate. - No further charges are applied after cancellation. - Your access continues until the end of the current billing period. - A pending cancellation can be reversed with Activate from the same menu. 💳 Removing Your Payment Method If you have more than one saved card, you can remove one yourself: Profile avatar → Billing → Plans & Top-ups tab → payment method section, open your payment methods, click Remove on the card, and confirm Yes, remove card. You can also use Set as primary to choose your default card. The Remove button only appears when you have more than one card saved — the last/only card on file cannot be removed this way. To replace your only card, add a new one using Add Payment Method, set it as primary, and then remove the old card. Alternatively, contact our support team to remove the only card on file. Once processed, you will receive confirmation that your payment method has been successfully removed. 🗑️ Deleting Your Account and Data If you want your account and all associated data permanently deleted from our servers, our support team can action this for you directly. This includes: - Your account profile and settings. - Any associated payment methods on file. - All data stored under your account. Please note: account deletion is permanent and cannot be undone. Make sure you have saved or exported any data you need before making this request. 📋 How to Cancel, or Request Card Removal or Account Deletion To cancel your subscription yourself: 1. Click your profile avatar and go to Billing. 2. Open the Services tab. 3. Click the ⋮ (three-dot) menu on your plan and choose Cancel. 4. Complete the confirmation/retention step to finalise the cancellation. For card removal or account deletion (or if you'd prefer support to cancel for you): 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Let the agent know whether you want to: cancel your subscription, remove your card, delete your account, or all of the above. 4. The agent will process your request and confirm once it is complete. For billing-related removals, the request may be escalated to the billing team, who will send you a confirmation. ✅ What to Expect After Your Request - Cancellation: You will be confirmed that no further charges will apply and access will continue until the end of the current billing period. - Card removal: The billing team will confirm that your payment method has been deleted. - Account deletion: You will receive confirmation that your account and all associated data have been permanently removed from our servers. 💡 Still Have Questions? 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.

🚫 How to Cancel an Incomplete Account

📋 Overview If you created a Search Atlas account but never finished setting it up, you may find that you cannot fully log in. Instead of reaching your dashboard, you are sent to the plan selection page. This usually means your account was started but a subscription was never activated. The good news is that an account in this state has no active billing, and you can request cancellation quickly. This article explains why this happens and exactly what to do. 🔎 Why You Are Redirected to Plan Selection Search Atlas sends you to the plan selection page when your account exists but has not completed the activation process. Common reasons include: - Signup was not finished: The registration began but a plan was never selected or confirmed. - No active subscription: Without a chosen plan, there is no dashboard to load, so the platform prompts you to pick one. - Payment was not completed: The checkout step was started but never finalized. Because the account is incomplete, there is normally no charge associated with it. You do not need to select a plan in order to cancel. ✅ Before You Request Cancellation Take a moment to confirm the details so the team can locate your account quickly: - Account email: The exact email address used at signup (for example, the address shown on the plan selection screen). - Account status: Note that you are being redirected to plan selection and cannot reach the dashboard. - Billing: Check whether you were ever charged. Incomplete accounts typically have no active subscription. 🛠️ How to Cancel an Incomplete Account Since you cannot reach the account settings without an active plan, the fastest way to cancel is to contact our team directly. Follow these steps: 1. Do not select a plan. You do not need to choose or pay for a plan in order to cancel an incomplete account. 2. Gather your details. Have the signup email address ready so we can find your account. 3. Start a live chat. Click the chat icon in the bottom-right corner of the platform to start a live chat with a member of our team. 4. Request cancellation. Let the team know you want to cancel the incomplete account and share the associated email address. 5. Confirm closure. Our team will verify the account status and confirm that it has been cancelled or removed. 💳 What Happens to Billing Because an incomplete account has no active subscription, there is usually nothing to refund and no recurring charges to stop. If you believe you were charged in error, mention this during your chat. The team can review your account and address any unexpected billing right away. If deactivation reports no active subscription: Accounts with no active subscription are now deactivated and have their cancellation status recorded correctly. A previously reported issue, where a cancellation attempt on an account with no active subscription could fail to complete, has been resolved. If you ever see an error indicating your account cannot be deactivated because no active subscription was found, let our team know in chat and we will complete the removal for you. 💡 Helpful Tips - Use the correct email: Always reference the email shown at signup or on the plan selection page, as this is how we identify your account. - Avoid creating duplicate accounts: If you only want to cancel, there is no need to register again with a new email. - Keep confirmation: After cancellation is confirmed in chat, you can be confident no further action is needed.