Cancel: Charged After Cancelling

🧊 OTTO Deployments & Deep Freeze After Cancellation

🔍 Overview When you use OTTO to deploy on-page SEO changes, one of the most common questions is: will those changes disappear if I cancel my subscription? The short answer is no — your deployed changes are not automatically reverted. This article explains what happens to your OTTO deployments after cancellation and how the Deep Freeze feature plays a role in protecting your site. ⚙️ What OTTO Does When It Deploys Changes OTTO (found in the left sidebar under OTTO SEO → All Sites (SEO Automation)) pushes optimisations directly to your website — things like title tags, meta descriptions, heading structures, schema markup, and more. Once OTTO deploys a change, it is live on your site just like any manual edit you would make yourself. - Changes are written directly to your website's content or code. - OTTO does not act as a proxy or intermediary layer sitting between your site and visitors. - Deployments are persistent by default — they do not rely on an active subscription to remain live. 🚫 What Happens If You Cancel Your Plan If you cancel your Search Atlas subscription, your OTTO-deployed changes remain on your website. There is no automatic rollback or reversion of the SEO improvements OTTO has made. Your site keeps all the optimisations that were successfully deployed before cancellation. However, there are important limitations to be aware of once your plan is cancelled: - No new deployments: OTTO will no longer push new changes or optimisations to your site. - No monitoring: OTTO will stop monitoring your site for new issues or opportunities. - Platform access is restricted: You will lose access to the OTTO dashboard and reporting features inside Search Atlas. - Deep Freeze mode activates: Your project enters a read-only "Deep Freeze" state (see below). 🧊 What Is Deep Freeze? Deep Freeze is a special project state that you can turn on (and Unfreeze) yourself from the OTTO project's menu, and it also activates when a Search Atlas account is cancelled or a plan lapses. It is designed to preserve the record of everything OTTO has done on your behalf, without allowing new actions to be taken. Here is what Deep Freeze means in practice: - Your deployment history is preserved: A record of all changes OTTO made is retained, so nothing is lost from a data perspective. - No new changes can be made: OTTO cannot deploy, edit, or roll back anything while a project is in Deep Freeze. - Your live site is unaffected: Changes already deployed remain live on your website — Deep Freeze does not touch your site. - Reactivation restores full access: If you resubscribe, your project exits Deep Freeze and you regain full OTTO functionality, including your history and previous configurations. ✅ Key Things to Remember 1. OTTO changes are not reverted when you cancel — they stay live on your site. 2. Deep Freeze is a data-preservation mode, not a rollback mechanism. 3. Your deployment history is safe and retrievable if you reactivate your plan. 4. To make new SEO deployments or access OTTO reporting, an active subscription is required. 🔄 How to Reactivate and Exit Deep Freeze If you want to resume using OTTO after a cancellation, simply reactivate your Search Atlas subscription. Once your plan is active again: - Your project automatically exits Deep Freeze. - All previous deployment history and project settings are restored. - OTTO can begin monitoring and deploying new optimisations immediately. To reactivate, log in to your Search Atlas account and navigate to your billing or plan settings. 💬 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. Additional Notes When the main subscription is cancelled, 24 hours after the account becomes unsubscribed all of its OTTO projects are automatically put into Deep Freeze (autopilot off, read-only). Projects are not deleted and stay engaged, so the OTTO pixel keeps serving the fixes that were already deployed. Deployed changes stop being served only if the pixel is removed, the project is disengaged, or the project is deleted. Only currently deployed changes are retained; undeployed suggestions are not preserved.

💡 What Happens to Your Data After Canceling

🔍 Overview Canceling your Search Atlas subscription raises an important question: will all the SEO work you have done disappear? The short answer is that on-site changes you have already implemented remain on your website, but your access to Search Atlas tools, reports, and saved data inside the platform will end. ✅ What Stays on Your Site Any optimizations you applied directly to your website while using Search Atlas are part of your site's code and content — not stored inside our platform. These changes persist after cancellation because they live on your own web server or CMS. Examples include: - Meta titles and descriptions you updated on your pages - Content you rewrote or added based on keyword recommendations - Schema markup or structured data you added to your site - Internal links you created between your pages - Technical fixes you implemented (e.g., fixing broken links, improving page speed settings) - Backlinks you built or earned — these remain part of the web In short, any change published to your live website is yours to keep, regardless of your subscription status. 🚫 What You Lose Access To When your subscription is canceled, your access to the Search Atlas platform ends. This means you will no longer be able to use or retrieve: - Keyword research data, saved keyword lists, and tracked rankings - Site audit reports and historical crawl data - Backlink analysis reports and link-building campaigns - Content plans, briefs, and AI-generated drafts saved in the platform - OTTO SEO configurations, recommendations, and automation settings - Performance dashboards and analytics reports - Any projects, workspaces, or saved searches within your account Important: Once your account is closed, this data cannot be recovered. If you plan to cancel, we strongly recommend exporting any reports or data you want to keep before your subscription ends. 📥 Export Your Data Before You Cancel To make sure you do not lose valuable research or reports, take these steps before canceling: 1. Log in to your Search Atlas account. 2. Navigate to each tool or report section you want to save (e.g., keyword lists, site audit results, backlink reports). 3. Use the Export or Download button available in each section to save data as a CSV or XLS file. 4. Download any content briefs or AI-generated documents from your Content Planner. 5. Save copies of your OTTO SEO recommendations so you can reference them later. Completing these steps ensures you retain a local copy of your most important insights and strategies. ⚙️ How Cancellation Works When you cancel your Search Atlas subscription: - Your account remains active until the end of your current billing period. - You retain full platform access up to that end date. - After the billing period ends, your account is deactivated and platform access is removed. - Your website and all published changes continue to function normally — Search Atlas has no connection to your live site's hosting or CMS. If you decide to return to Search Atlas in the future, you can resubscribe at any time. However, previously saved platform data from a canceled account may not be recoverable, so export everything you need before your access ends. 💬 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.

💳 Unexpected Charge After Cancelling Your Subscription

🔍 Why Was I Charged After Cancelling? We understand how frustrating it is to see a charge after you believed your subscription was cancelled. There are a few common reasons this can happen: - Cancellation timing: If your cancellation was processed after your billing renewal date, the charge for that billing cycle may have already been applied. Cancellations stop future renewals but do not automatically reverse a charge that was processed on or just before the cancellation date. - Duplicate subscription: In rare cases, a technical issue may have created a duplicate subscription on your account — meaning a second subscription was active even after you cancelled the original one. Our engineering team has identified and resolved several instances of this, and affected customers are eligible for a refund. - Add-on billing: Some add-ons (such as OTTO Google Ads) are billed separately from your main subscription. Cancelling your base plan does not automatically cancel active add-ons. If an add-on was still active, it may have generated a charge independently. - Annual plan renewal: Annual subscriptions renew as a single lump-sum payment. If your cancellation request was submitted close to the renewal date, the payment may have already been captured before the cancellation took effect. ✅ What You Should Do First Before reaching out to our team, take a moment to check the following inside your Search Atlas account: 1. Go to Avatar (top-right corner) → Billing → Services tab (Active Services) and confirm that your subscription status shows as Cancelled. You can filter by status to view cancelled/inactive services. 2. Check whether any add-ons (such as OTTO Google Ads or other extras) are still listed as active under the Services tab in Billing. 3. Review the charge date on your bank or card statement and compare it to your cancellation confirmation date. 4. Check your email inbox for a cancellation confirmation from Search Atlas. If you did not receive one, your cancellation may not have been completed successfully. 💡 Am I Eligible for a Refund? Refund eligibility depends on the specific circumstances of your charge. Here is a general guide: - Duplicate subscription charge: If our system created a second subscription after your cancellation due to a technical error, you are fully eligible for a refund. Please contact our support team so we can investigate and process this for you. - Charge processed on the renewal date before cancellation: Depending on how close to the renewal date your cancellation was submitted, our team will review your case and work with you toward a fair resolution. - Add-on charged after base plan cancellation: If an add-on continued billing after your main plan was cancelled and you were unaware it needed to be cancelled separately, please reach out so our team can review and assist. - Intentional annual renewal: If your account renewed as expected under an active annual plan and you did not cancel before the renewal date, a refund may not apply — but our team is happy to review your situation. 🛠️ How to Request a Refund Our support team can investigate your charge, confirm whether it was applied in error, and process a refund where applicable. To get the fastest resolution, please have the following information ready before you reach out: - The exact charge amount and the date it appeared on your statement - The email address associated with your Search Atlas account - Any cancellation confirmation you received (email or screenshot) - The last four digits of the card that was charged 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 Make Sure Your Cancellation Is Complete To avoid unexpected future charges, follow these steps to confirm your cancellation was fully processed: 1. Log in to Search Atlas and go to Avatar (top-right corner) → Billing → Services tab (Active Services). 2. Confirm your subscription status displays as Cancelled or Inactive. 3. Check that all add-ons are also cancelled — each add-on must be cancelled individually. 4. Save or screenshot your cancellation confirmation page for your records. 5. Look for a cancellation confirmation email and save it in a safe place. If your billing page still shows an active subscription after you have gone through the cancellation steps, do not wait — contact our support team right away so we can resolve this before your next billing date.

💰 Understanding Prorated Refunds After Cancellation

📋 Overview If you've recently cancelled your Search Atlas subscription and believe you're entitled to a refund for unused time, this article explains how our refund policy works, what to expect after cancellation, and how to get help if you need it. ❓ What Is a Prorated Refund? A prorated refund is a partial refund for the portion of your billing cycle you did not use after cancelling your subscription. For example, if you cancel halfway through a monthly billing period, a prorated refund would cover the remaining unused days. At Search Atlas, prorated refunds are evaluated on a case-by-case basis and are not automatically issued upon cancellation. Our team reviews each request individually to determine eligibility. ✅ Who May Be Eligible for a Refund? While we cannot guarantee refunds in all situations, the following factors are taken into account when reviewing a request: - Length of time since cancellation — Requests submitted promptly after cancellation are more likely to be reviewed favourably. - Usage during the billing period — Accounts with minimal usage may have stronger grounds for a partial refund. - Reason for cancellation — Technical issues, onboarding difficulties, or platform compatibility concerns are taken seriously by our team. - Subscription type and billing cycle — Monthly and annual plans are assessed differently. 🚫 What Is Typically Not Refundable? The following situations are generally not eligible for a prorated refund: - Accounts that have been actively used throughout the billing period. - Cancellations made after a significant portion of the billing cycle has passed with substantial usage. - Promotional or heavily discounted plan purchases, unless otherwise stated at the time of purchase. - Add-on products or one-time purchases such as Press Releases, which follow a separate refund process. 📝 How to Request a Prorated Refund 1. Cancel your subscription first — If you haven't already, cancel your plan through the Billing section of your Search Atlas account. Make sure you complete the cancellation flow fully so our system logs your cancellation reason. 2. Gather your account details — Have your registered email address, your plan name, and your cancellation date ready before reaching out. 3. Contact our support team — 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. Provide your account details and clearly explain the reason for your refund request. 4. Wait for a decision — Our billing team will review your request and respond with a decision. If a refund is approved, it is typically processed within 5–10 business days and returned to your original payment method. ⚠️ Important: Verify Charges After Cancellation In rare cases, a billing charge may occur after a cancellation has been processed. If you notice an unexpected charge following your cancellation, please contact our team immediately. We treat these situations as a high priority and will investigate and resolve them promptly. To report an unexpected post-cancellation charge, 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. 💡 Tips to Avoid Billing Issues - Always confirm that your cancellation was successful by checking for a cancellation confirmation message or email. - Take a screenshot of your cancellation confirmation for your records. - Monitor your payment method for any charges in the billing cycle following cancellation. - If you are unsure whether your subscription was fully cancelled, log back into Search Atlas and check your Billing settings before your next renewal date. 🙋 Still Need Help? If you have questions about your specific situation or need help with a refund request, our team is here to 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.

💳 Unexpected Charges After Canceling Your Account

🔍 Why You May See a Charge After Cancellation If you've noticed a charge from Search Atlas after canceling your account, we understand how frustrating this is. In rare cases, charges can appear after cancellation due to one of the following reasons: - Subscription reactivation: A new subscription was created on your account — sometimes triggered by a promotional offer, a team member action, or a platform event — after your original cancellation. - Add-on or top-up billing: Certain add-ons (such as OTTO top-ups) may have been set to bill separately and were not automatically removed at the time of cancellation. - Duplicate subscription: In some cases, a billing transfer or account migration may have generated a second active subscription alongside a canceled one. - Canceled invoice re-triggered: A known issue could cause a payment attempt to fire on an invoice that should have been voided at cancellation. ✅ What You Should Do First Before contacting support, take a few moments to review your account details. This will help our team resolve your case faster: 1. Log in to your Search Atlas account. 2. Navigate to your avatar in the top-right corner and go to Billing (tabs: Plans & Top-ups, Services, Invoices, Activity Log). 3. Check whether any active subscriptions or add-ons are listed under your billing section. 4. Note the date and amount of the unexpected charge from your bank or card statement. 5. Check your registered email for any subscription confirmation or reactivation emails around the charge date. 💡 Common Scenarios Explained Charged months or over a year after cancellation: This is most commonly caused by a duplicate subscription being created — often without the customer's awareness — during a platform migration or promotional period. Even though your original account was canceled, a second subscription may have become active independently. Charged for OTTO or an add-on only: Some add-on services (like OTTO top-ups) operate on a separate billing cycle. If the cancellation flag was not applied correctly to these services, they may continue to charge monthly even after your main subscription ends. Charged after a special offer or promotion: Promotional offers sometimes involve a new checkout flow. If you interacted with a promotional page — even to decline — a new subscription may have been initiated in error. 💰 Refund Policy for Erroneous Charges Search Atlas does not intend to charge customers for services they are not actively using. If a charge occurred on a genuinely canceled account with no active service, you are eligible to request a refund. Our billing team reviews each case individually and aims to resolve refund requests promptly. To make your refund request as smooth as possible, have the following ready when you contact us: - The email address associated with your Search Atlas account - The date(s) and amount(s) of the unexpected charge(s) - Confirmation of when you originally canceled (e.g., a cancellation confirmation email) 🛠️ How to Get This Resolved Our support team has direct access to your billing history and can identify exactly what triggered the charge, cancel any unintended active subscriptions, and process an eligible refund on your behalf. 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 Prevent This in the Future To make sure your account is fully closed and no future charges occur: - After canceling, request a written confirmation from our team that all subscriptions and add-ons have been deactivated. - Check your bank or card statement in the 30 days following cancellation to confirm no charges appear. - If you have multiple team members on your account, confirm that no one else has reactivated a plan under your organization. - If you receive any promotional emails after cancellation, do not click checkout links unless you intend to resubscribe.

🛠️ Resolve Failed Cancellation and Request Refund

✅ Verify Cancellation Status Check your account history to confirm the subscription was canceled. In the human-agent case, the account showed cancellations on June 22 and June 26. If you see a similar record, the cancellation was processed but a charge may still have occurred. 💰 Request a Refund If you were charged after a confirmed cancellation, contact support to submit a refund request to the billing team. Provide the charge amount, date, and any cancellation confirmation details. The agent in the real case refunded $199 to the original payment method with an expected 5–10 business day timeframe. 🗑️ Delete Your Account After the refund is processed, you can request full account deletion. The human agent completed both the refund and account deletion in the same interaction. 💬 Contact Support for Immediate 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 Recurring Service Add-Ons Yourself

🔍 Overview You can cancel any recurring service add-on yourself at any time directly from your account. No ticket, no waiting on the billing department, and no extra steps — the cancellation is fully self-service. If a previous representative told you that the billing department must handle this, that information was incorrect. This article walks you through exactly how to do it. 🛑 Before You Begin - Timing matters: Cancellations take effect going forward. If your billing cycle has already renewed and the charge has been processed, that payment is not automatically reversed — but cancelling now will prevent future charges. - What counts as a recurring service add-on: These are optional services added to your subscription that renew automatically on a set schedule, such as managed SEO services, content packages, or agency add-ons. ✅ How to Cancel a Recurring Service Add-On 1. Log in to your Search Atlas account. 2. Click on your profile or account menu, then navigate to the Billing tab. 3. Within the Billing tab, locate the area where your recurring service add-ons are listed. 4. Find the recurring service add-on you want to cancel. Active recurring add-ons will be listed here. 5. Select the cancellation option next to the relevant service. 6. Confirm the cancellation when prompted. You will see an on-screen confirmation that the recurring charge has been stopped. Once confirmed, the service will not renew at the next billing cycle. 💡 What If I Was Already Charged? If you were billed after attempting to cancel — for example, because you were incorrectly told the billing department had to process it — and you believe the charge was applied in error, please flag this immediately so our team can review it. 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. ❓ Frequently Asked Questions - Do I need to contact the billing department to cancel a recurring add-on? No. This is a fully self-service action available directly in your Billing tab. You do not need to submit a request or wait for a billing team response. - Will I get a refund after cancelling? Cancelling stops future charges. Refunds for already-processed billing cycles are reviewed on a case-by-case basis. Use the chat widget to speak with a teammate if you believe a charge was applied in error. - Can I reactivate a cancelled service add-on? For questions about reactivating a cancelled add-on, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with our team.

💳 Fix Billing Overcharge After Cancelling Add-On

🔍 Overview If you cancelled an add-on but your account is showing a charge higher than expected — or your account status shows Past Due — this article explains why this happens and what steps to take to resolve it quickly. ⚠️ Why Is the Charge Higher Than Expected? This issue typically occurs when an add-on subscription is cancelled through the Search Atlas dashboard, but the cancellation is not fully synchronised with our payment processor (Stripe) in time for the next billing cycle. As a result, Stripe may attempt to collect the full amount including the add-on fee, rather than the reduced plan-only amount. Common scenarios that can trigger this: - The add-on was cancelled close to the billing renewal date, leaving insufficient time for the cancellation to propagate to Stripe. - A known edge case in our billing system where add-on subscriptions were not always terminated in Stripe when the main subscription was cancelled or modified from the dashboard. - A billing migration or system update that affected how cancellations were processed during a specific window of time. For example, if your plan is $199/month and your add-on is also $199/month, you may see a charge attempt of approximately $398 even after cancelling the add-on. This is not intentional, and our team can correct it. 📋 What "Past Due" Means for Your Account When a payment attempt fails or an unexpected charge triggers a declined transaction, your account may be flagged as Past Due. This does not necessarily mean you owe the full disputed amount. It means our system detected an unsuccessful payment and is waiting for resolution. While your account is Past Due: - Access to certain features may be temporarily restricted. - Stripe may retry the charge automatically within a few days. - No additional late fees are applied by Search Atlas. ✅ Steps to Resolve the Overcharge 1. Confirm your cancellation is recorded in Search Atlas. Log into your account and navigate to Avatar (top-right corner) → Billing. Verify that the add-on no longer appears as an active subscription. 2. Check the charge amount in your payment history. Under Avatar (top-right corner) → Billing → Invoices, review the most recent invoice to confirm which line items were billed. 3. Do not attempt to re-cancel or modify your plan repeatedly. Multiple cancellation attempts in quick succession can sometimes create duplicate actions in Stripe. Leave the plan as-is while you contact support. 4. Contact our support team immediately. Our team can verify the cancellation on the Stripe side, cancel any pending retry attempts, and issue a refund for any overcharged amount. 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 Information to Have Ready To help our team resolve your case as quickly as possible, please have the following ready before opening the chat: - The date you cancelled the add-on - The expected charge amount vs. the amount attempted - A screenshot or reference number from your bank or Stripe receipt (if available) - Your account email address 🛡️ Our Commitment to Billing Accuracy Search Atlas has identified and resolved the underlying technical issues that caused add-on cancellations to not always sync correctly with Stripe. These fixes have been deployed as part of our billing system updates. However, if you were affected during the period when these edge cases were active, our team will make it right with a full review and refund where applicable. We do not charge customers for services they have cancelled, and any confirmed overcharge will be refunded promptly. 🔄 How to Prevent This in the Future - Cancel add-ons at least 3–5 days before your billing renewal date to allow time for the cancellation to fully process. - After cancelling, check your Top-right corner (avatar) → Billing the following day to confirm the add-on no longer appears as active. - If your account unexpectedly shows Past Due after a cancellation, contact support right away rather than waiting for the next billing cycle.

💰 Refund for Charge After Cancellation

🛑 Verify and Cancel Your Active Subscription First, confirm that all subscriptions are fully cancelled in the dashboard. An active subscription will continue to bill until it is explicitly cancelled. 1. Log in to your Search Atlas account. 2. Open the Billing page by clicking your Avatar (top-right) → Billing → Services (https://dashboard.searchatlas.com/billing). 3. Review the list under Active Services. 4. For each service you want to stop, click Cancel and confirm the cancellation. 5. After cancelling, the service should move to Cancelled Services and no further invoices will be generated. 🧾 Locate the Charge You Want Refunded Find the invoice for the charge that occurred after you cancelled. 1. In the Billing page, switch to the Invoices tab. 2. Identify the invoice date, amount, and invoice number (e.g., #76230). 3. Download or note the invoice details — you will need the invoice number when you contact support. 💬 Request a Refund via Live Chat Refunds are reviewed and processed by our specialized billing team. The fastest way to start the process is through the in‑app chat. 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. Provide the invoice number, the amount charged, and a brief explanation (e.g., "I cancelled on [date] but was charged on [date]"). 4. The agent will verify the cancellation timestamp and, if the charge was made after cancellation, submit a refund request on your behalf. ⏱️ Refund Timeline and Confirmation Once the refund is approved, you will receive a confirmation message in the chat with the following details: - Refund Amount — the full amount charged after cancellation. - Refund Method — original payment method (credit card, PayPal, etc.). - Expected Timeframe — refunds typically reflect within 5–10 business days depending on your bank or card issuer. The agent will also confirm that the subscription remains cancelled so no future charges occur. 🔍 Common Scenarios Covered - Charge appeared after you cancelled via the Billing > Services page. - Account showed as active even though you believed it was closed. - Trial ended and converted to a paid plan after you cancelled. - Top‑up or add‑on subscription was not cancelled along with the base plan. - Switching to a company account and the old personal subscription billed again. ✅ Quick Checklist Before You Chat - All services show as Cancelled in Active Services. - You have the invoice number and amount ready. - You know the date you cancelled and the date of the unwanted charge. Additional Notes If invoice status is Failed or Cancelled, no refund is needed — the pending authorization will drop off within 3–5 business days. A charge after cancellation is often a failed collection attempt, not a successful payment.

🎁 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.

💳 Resolving Unexpected Recurring Charges After Cancellation

🔍 Overview Some customers have reported being charged after receiving confirmation that their billing had been cancelled or a refund had been issued. This article explains why this can happen, what steps to take, and how our team will resolve it for you. ⚠️ Why Charges May Continue After a Refund or Cancellation In most cases, unexpected recurring charges after a cancellation are caused by one or more of the following known issues: - Stacked recurring top-ups: Following a billing system migration, some accounts had multiple "Recurring Top-Up" charges bundled into their subscription incorrectly. These charges continued to fire each billing cycle even after a refund was issued. - Add-on charges not fully deactivated: Certain add-ons — such as OTTO top-ups or Google Ads integrations — were not fully removed from the subscription during migration, causing them to re-bill automatically. - Old payment method still active: For accounts migrated to our new billing system, the previous default card may still be on file and continue to be charged even after a new card was added or the account was updated. - Refund issued without subscription cancellation: In some cases, a refund was processed manually but the underlying subscription or add-on was not cancelled, allowing the charge to recur in the next billing period. 📋 What Information to Gather Before Contacting Support To help our team resolve your issue as quickly as possible, please have the following ready when you reach out: - Your account email address and account ID - The invoice numbers for all disputed charges (for example: LENSRESR-0004, LENSRESR-0005, LENSRESR-0006) - The dates and amounts of each unexpected charge - Any previous confirmation you received stating that billing would stop or a refund would be issued (for example, a chat transcript or reference number) - The name or last four digits of the card that was charged 🛠️ Steps Our Team Will Take to Resolve Your Case Once you contact support, here is what you can expect: 1. Verification: Our billing team will confirm your account history and cross-reference all disputed invoices against your subscription records. 2. Charge investigation: We will identify the root cause — whether it is a stacked top-up, an unremoved add-on, or a lingering payment method — and stop any future charges immediately. 3. Refund processing: All confirmed erroneous charges will be refunded. Refunds typically appear on your statement within 5–10 business days, depending on your card issuer. 4. Confirmation provided: You will receive written confirmation of each refund processed and confirmation that the recurring charge has been fully cancelled. 🚫 How to Prevent This From Happening Again While our engineering team is actively fixing the underlying billing issues, you can take the following steps to protect your account: - Request written confirmation: Any time a refund or cancellation is agreed upon, ask the support agent to confirm the specific invoices, amounts, and the cancellation of the underlying subscription or add-on. - Check your billing settings: After a cancellation, log in to your Search Atlas account and review the Billing section (Avatar in the top-right → Billing → Plans & Top-ups) to confirm that all add-ons and recurring top-ups show as inactive. - Monitor your next billing cycle: After a cancellation is confirmed, check your bank or card statement on your next expected billing date to ensure no new charge has appeared. - Update your default payment method: If you have changed your card details, verify in the Billing section that the new card is set as your default and the old card has been removed. 💬 Need Immediate Help With a Disputed Charge? If you have been charged after a cancellation or refund was confirmed, our billing team is ready to help you right away. 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. Please have your invoice numbers and account details ready so we can process your refunds without delay.

🛠️ Charges After Cancellation: What To Do

🔍 Overview In some cases, customers have reported being charged after submitting a cancellation request — including situations where emails were sent but the cancellation was not fully processed on the billing side. This article explains what happened, what the resolution looks like, and how to get it fixed quickly. ⚠️ Why This Happens Cancellation requests sent by email are not always linked directly to your billing system. For a cancellation to fully take effect — stopping future charges and deactivating your account — it must be submitted through the self-serve cancellation flow in your dashboard (Profile avatar → Billing → Services → ⋮ → Cancel). In some cases, a known billing issue caused subscriptions or add-ons to continue charging even after a cancellation was initiated. These issues have since been resolved, but if you are still seeing charges, your account may need a manual review. ✅ What a Successful Resolution Looks Like When this issue is escalated and resolved by the Search Atlas team, you can expect the following outcomes: - The most recent invoice that was incorrectly charged is voided - Your account is deactivated and the service cancellation is confirmed - No further charges are applied going forward You will receive confirmation once these steps have been completed by the internal team. 📋 Steps To Take If You Were Charged After Cancellation 1. Gather evidence of your cancellation request. Locate any emails, chat transcripts, or screenshots showing when and how you submitted your cancellation. Note the exact date so the support team can cross-reference it against your billing record. 2. Check your payment statements. Review your bank or credit card statement to identify the exact dates and amounts of any charges applied after your cancellation date. Have these details ready when you contact support. 3. Contact the Search Atlas support team directly. Share your cancellation evidence and charge details. Explicitly request that the support agent: (1) void any invoices charged after your cancellation date, and (2) confirm in writing that your account has been fully deactivated with no further charges pending. The agent can complete both actions during the same conversation. 4. Ask for written confirmation before ending the conversation. Do not close the conversation until you have received explicit confirmation that your account is deactivated and any incorrect invoices have been voided or refunded. 💡 Important: How To Submit a Cancellation Correctly To avoid this situation in the future, please note the following: - Do not rely on email alone to cancel your subscription or add-ons. Email requests may not be directly linked to your billing account. - The most reliable way to cancel is directly from your dashboard: click your Profile avatar → Billing → Services, then open the ⋮ (three-dot) menu on your plan and select Cancel. You'll see a confirmation/retention step before the final confirmation. After cancelling, your access continues until the end of the current billing period, and you can reverse a pending cancellation from the same place by clicking Activate. If you have any questions or need further assistance, please reach out to the Search Atlas support team and we will be happy to help.

🤖 OTTO AI Title Length and Billing After Cancellation

Overview This article covers two common questions from Search Atlas users: how to control the length of page titles and SEO titles generated by OTTO AI, and why you may receive billing notifications or see a charge after canceling your subscription. How to Generate Shorter Page Titles with OTTO AI OTTO AI generates page titles and SEO titles based on the instructions and context you provide. If the output is too long, you can guide OTTO to produce shorter results by adjusting your inputs before generating content. To shorten page title output in OTTO: 1. Navigate to the OTTO AI section of the platform and open the page or task where titles are being generated. 2. Before running or regenerating the title, include a specific character-limit instruction in your prompt. For example: "Keep the page title under 60 characters" or "Write an SEO title no longer than 55 characters." 3. Regenerate the title with the updated instruction in place. 4. Review the output. If it is still too long, tighten the instruction further — for example: "Maximum 50 characters, no exceptions." Best practices for concise OTTO titles: - Always specify a character limit in your prompt instructions. - Ask OTTO to prioritize the primary keyword at the beginning of the title to stay within limits naturally. - Avoid open-ended prompts — the more specific your instruction, the more predictable the output length. At this time, length control for OTTO-generated titles is managed through your prompt instructions. If you are unsure where to enter instructions for your specific workflow, see the final section of this article for how to connect with our team. Why You Received a Notification or Charge After Canceling Receiving a billing notification or seeing a charge after canceling your Search Atlas subscription is understandably confusing. Because billing behavior can vary depending on your specific account setup and timing, the best step is to connect with our team directly so we can review your account and clarify exactly what the notification or charge relates to. When reaching out, please have the following ready: - The date you canceled your subscription - The date of the charge or notification you received - The amount shown, if applicable - Any invoice or email reference numbers Having these details on hand will allow our team to look into your account quickly and provide a clear explanation. 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.

🛑 Stop Past-Due Billing After Trial Cancellation

🔍 Why This Happens When you cancel a free trial, the subscription may remain active in the billing system until the trial period ends. If a payment method is on file, the system can still attempt to charge it, resulting in past-due invoices and email notifications. ⚙️ What Our Team Does to Fix It Our billing specialists move any unpaid invoices to uncollectible status in Stripe and cancel the subscription there as well. This stops all future charge attempts immediately. 📋 Steps to Resolve It Yourself 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to connect with a billing specialist. 4. Provide your account email and mention that you cancelled a trial but are still receiving past-due notices. 5. The agent will update the invoice to uncollectible and cancel the subscription in Stripe, which prevents any further charges. ✅ What to Expect Afterward Once the agent confirms the changes, you will no longer receive past-due emails, and no further charges will be attempted on your payment method. 🛡️ Prevention Tips - Cancel trials at least 24 hours before the trial ends to allow full processing. - Remove payment methods from your account if you do not plan to continue after a trial. - Check your subscription status in the billing section after cancellation to confirm it shows as cancelled. 💬 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.

🔄 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.

💳 Fix a Failed Payment Method After Cancellation

🔍 Why This Happens If your subscription was cancelled due to a failed payment, Stripe (our payment processor) locks the cancelled subscription. In this state, the platform cannot attach a new payment method to the old subscription record — even if you click Add Payment Method multiple times, the change will not take effect on the cancelled plan. This is a known Stripe limitation: a cancelled subscription can only have its cancellation details or metadata updated, not its payment method. ⚠️ Signs You Are Affected - You added or selected a new card, but the old card still appears as the active method. - Your subscription shows a Cancelled or Past Due status in the Billing section. - You receive repeated failed-payment emails even after entering new card details. 🛠️ How to Fix It 1. Go to the top-right corner of the platform and click your avatar. 2. Select Billing from the dropdown menu. 3. Open the Plans & Top-ups tab. 4. Click Manage Subscription to view your current subscription status. 5. If your subscription is shown as Cancelled, do not attempt to update the payment method on that plan. Instead, click Change Plan to initiate a fresh subscription. 6. On the plan selection screen, click Add Payment Method and enter your new card details before confirming the plan. 7. Complete checkout — this creates a new active subscription with your updated payment method attached from the start. Once the new subscription is active, your account access will be restored and future charges will go to the newly added card. 💡 Tips to Avoid This Issue in the Future - Update your card before it expires. Go to avatar → Billing → Plans & Top-ups and click Add Payment Method at any time while your subscription is still active. - Check your email alerts. Search Atlas sends failed-payment notifications — acting on the first email prevents the subscription from reaching a cancelled state. - Keep only one primary card on file to avoid confusion about which card is being charged. ❓ Frequently Asked Questions Will I lose my data if my subscription is cancelled? Your projects and data are preserved. Resubscribing restores full access without data loss. Can I reuse my old plan's pricing after cancellation? Promotional or legacy pricing may not carry over to a new subscription. If you had a special rate, contact support before resubscribing so we can check your eligibility. Why does the new card appear saved but not active? Saving a card to your Stripe wallet and attaching it to an active subscription are two separate actions. A cancelled subscription cannot have a new card attached — you must start a new subscription for the card to be charged correctly. 🆘 Still Need Help? If you have followed the steps above and your payment method still does not update, or if you see an error message during checkout, our team can resolve it manually. 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.

💳 Still Charged After Canceling Your Account

🔍 Why This Happens When a subscription is canceled, a 30-day grace period is applied so you can continue accessing the platform while the cancellation is processed. In some cases, automatic payment collection or stored payment methods are not fully removed during this window, which can result in additional charge attempts even after cancellation is confirmed. Our engineering team has identified and resolved several related billing issues, including a fix to prevent the payment option from remaining active on canceled invoices and updates to ensure that canceled subscriptions correctly stop all automatic collections. If you are still seeing charges, the steps below will help you get this resolved quickly. ✅ What a Confirmed Cancellation Includes - Your subscription is marked as canceled in our system. - You retain access to the platform for up to 30 days from the cancellation date (grace period). - No further payments should be collected after cancellation is confirmed. - All stored payment methods and automatic invoice collections should be stopped. ⚠️ Signs Your Billing Was Not Fully Stopped - You received a charge or charge attempt after your cancellation was confirmed. - Your account still shows an active billing status in the platform. - You can see an unpaid or pending invoice that is still actionable. - A previous support representative confirmed your cancellation but the charges continued. 🛠️ How to Get This Resolved Because removing payment methods and stopping automatic collections requires action by our billing team on the backend, this issue cannot be self-resolved directly inside the platform. However, our support team can act on this quickly. Here is what to do: 1. Gather your cancellation confirmation. If a previous support representative confirmed your cancellation, note the date of that conversation and any reference details you have. This speeds up verification. 2. Note the charges in question. Check your bank or card statement for the amounts and dates of any charges that occurred after your confirmed cancellation date. 3. Contact support immediately via the chat widget. Our team will verify that your cancellation is valid, identify any remaining payment methods stored in the billing system, remove those payment methods, and stop all automatic collections on outstanding invoices. Once our billing team completes these steps, you will receive confirmation that all payment methods have been deleted and automatic collections have been stopped. If a charge was taken in error after a valid cancellation, raise this during the chat so the team can review eligibility for a refund. 💡 What Our Team Does on Your Behalf When our support agents handle this issue, they take the following backend actions that cannot be performed by customers directly: - Verify that the cancellation date and grace period are correctly recorded. - Identify any payment methods still stored in the billing system. - Delete all stored payment methods from the billing system. - Stop automatic collection attempts on all outstanding invoices tied to the canceled account. These actions are confirmed to you before and after they are completed. 📞 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.

💳 Stop Charge Attempts on Cancelled Subscription

🔍 Why Charges Can Occur After Cancellation When a subscription is cancelled, any open invoices tied to that subscription may still trigger automatic collection attempts through our payment processor, Stripe. This can result in charge attempts appearing on your bank or card statement even after your account has been cancelled. This is a known issue our engineering team has addressed, but if you are experiencing this, the steps below will help you resolve it immediately. ⚠️ Common Scenarios That Trigger This Issue - Your subscription was cancelled but an outstanding invoice remained in an open or past due state. - A top-up or add-on was not fully cancelled alongside the main subscription, leaving an active billing trigger. - An automatic retry schedule in Stripe continued to attempt collection on an invoice that should have been voided. - A manual Pay action was triggered on an invoice belonging to a cancelled account. ✅ What You Should Do Right Now 1. Document the charge attempts. Note the invoice number (e.g., #123710), the dates of each attempt, and the amounts. You can find this information in your email receipts or your bank statement. 2. Log in to Search Atlas and review your invoice history and current subscription status in your account's billing section. 3. Check your subscription status. Confirm that your subscription shows as Cancelled and that no active plans or add-ons remain enabled. 4. Contact our support team immediately using the chat widget (see below). Provide your invoice number(s) and the number of charge attempts so our team can disable automatic collection and void or reconcile the invoice on your behalf. 🛠️ What Our Team Will Do to Help Once you reach a human teammate via the chat widget, our billing specialists can take the following actions on your account: - Verify your cancellation date and confirm it is recorded correctly in our system. - Disable automatic collection on any open invoices linked to your cancelled subscription. - Void invoices that should not have been generated after cancellation. - Coordinate with Stripe to stop any pending or scheduled retry attempts. - Provide written confirmation that automatic collection has been disabled. - Initiate a refund if any charge was successfully processed in error after your verified cancellation date. 💡 How to Prevent This in the Future - Cancel all add-ons and top-ups first before cancelling your main subscription. Each add-on may have its own billing cycle and must be cancelled separately. - Request written confirmation of your cancellation from our support team at the time you cancel. This creates a clear record. 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 Subscription and Stop Recurring Charges

🔍 Overview If you need to cancel your Search Atlas subscription and stop future billing, you can usually complete this through the in-platform self-cancel flow. In rare cases, the cancellation may not register correctly. This article walks you through the self-serve steps and explains exactly what to do if they do not work. ⚙️ Step 1: Use the Self-Cancel Flow Follow these steps to cancel your subscription directly in the platform: 1. Click your Profile Icon in the top-right corner of the platform. 2. Go to Billing. 3. Open the Services tab. 4. Find the active service you want to cancel. 5. Click the three-dot menu next to that service. 6. Select Cancel. 7. Review the confirmation/retention step that appears, then click Confirm to complete the cancellation. After confirming, you should receive an on-screen acknowledgement that the service has been cancelled. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate. ⚠️ Step 2: If the Cancellation Does Not Register Some customers have reported completing the steps above multiple times without the cancellation taking effect. This is a known issue that our engineering team has addressed. If your cancellation does not appear to register, do not repeat the flow multiple times — contact our support team directly so a teammate can escalate to the billing team and deactivate your account in Stripe manually. When our billing team processes a manual deactivation, your account is fully deactivated and no future charges will be made. This has been confirmed to resolve the issue completely. 💡 What to Expect After Cancellation - Your subscription will be set to cancel, and access continues until the end of the current billing period — it does not end immediately. - If you were mid-cycle, you will retain access until the end of your current billing period (unless otherwise confirmed by support). - You will not be charged again after your account is fully deactivated. 🛠️ Still Having Trouble? If you have already attempted the self-cancel flow and charges are still appearing, or if the system is not confirming your cancellation, please reach out right away so our team can resolve it manually on your behalf. 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 Stop All Charges

🔍 Overview This article explains how to cancel your Search Atlas account, stop automatic renewal and top-up charges, and verify that your cancellation has been processed correctly. If you believe you have been charged after requesting cancellation, follow the steps below to resolve the issue quickly. ⚙️ How to Cancel Your Subscription Follow these steps to cancel all active plans and add-ons from within the platform: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner of the screen. 3. Go to the Billing section. 4. Open Services and locate your active plan. 5. Click the ⋮ (three-dot) menu on the plan and select Cancel. 6. Review the confirmation/retention step, then confirm the cancellation when prompted. 7. Repeat for each active add-on or top-up package (including OTTO AI top-ups) listed in Services — deleting an OTTO site project does not cancel its top-up; you must cancel the top-up here separately. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate. Once cancellation is confirmed, your plan will not renew at the next billing cycle. You will typically retain access to your current plan features until the end of the paid period. 💡 What Gets Cancelled When you cancel through the billing settings, the following are stopped: - Annual or monthly subscription plan — no further renewal charges. - Add-ons — any additional features billed separately. - Top-up packages — including OTTO AI credits and other usage-based top-ups. Note: OTTO top-ups are customer-level billing subscriptions — removing an OTTO site project or placing it in Deep Freeze does not cancel the top-up. When you cancel your main plan, its top-ups are cancelled automatically at the end of the billing period. Make sure to cancel each item individually if you have more than one active charge on your account. 🛠️ If You Were Charged After Cancellation Due to resolved platform issues, a small number of customers experienced charges after submitting a cancellation request. If this has happened to you: 1. Log in and confirm your subscription status in Billing → Services. If the plan still shows as active, cancel it now using the steps above. 2. Review your billing history to identify any charges that occurred after your cancellation request. 3. Contact our support team immediately using the live chat widget (see below) and provide the date of your original cancellation request and the charge details. Our team will investigate and process a refund if a charge occurred in error. 📊 How to Confirm Your Cancellation After cancelling, verify the following to be sure all charges have been stopped: - Your plan status in Billing → Services shows Cancelled or Pending Cancellation. - No active add-ons or top-up packages appear as renewing. - You receive a cancellation confirmation email from Search Atlas to your registered email address. If you do not receive a confirmation email within a few hours or your billing page still shows an active status, contact support immediately so we can confirm the cancellation on our end. ⚠️ Important Notes - Cancellation requests made outside the platform (for example, by replying to an email) may not be processed automatically. Always cancel directly through Billing → Services to ensure the request is recorded in our system. - If your account has an annual plan, you will not be charged again after cancellation, but refunds for unused periods are subject to our refund policy. Contact support to discuss your specific situation. - Top-up charges are triggered by usage thresholds. Cancelling your subscription does not automatically stop a top-up that was already triggered before cancellation. If you see an unexpected top-up charge, report it to support as described above. 💬 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. When you contact us, please have the following ready to help us resolve your case as quickly as possible: - The date you originally requested cancellation. - Details of any charges you believe were made in error (amount, date). - Your account email address.

💳 Resolving Unexpected Charges After Plan Cancellation

🔍 Why Did I Get Charged After Canceling? If you canceled your Search Atlas subscription but still see a charge on your statement, one of the following reasons is most likely responsible: - Billing cycle timing: Cancellations take effect at the end of your current billing period. If your cancellation was processed partway through a cycle, the final charge for that period may still apply before access ends. - Duplicate subscription: In rare cases, a technical issue may have created a second active subscription alongside your canceled one. Both subscriptions can generate separate charges even after you believed you had fully canceled. - OTTO add-on or top-up still active: OTTO top-up credits are billed as a separate customer-level subscription. Deleting an OTTO site project releases its slot but does not stop the top-up charge. The top-up continues billing until you cancel it separately (Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel), or until your main plan's cancellation takes effect at the end of the billing period, which cancels its top-ups automatically. Deep Freeze also does not cancel the top-up. - Confusing cancellation confirmation email: You may have received an email with a subject line referencing a charge failure or a downgrade to Free. This is a known labeling issue and does not mean your cancellation failed — your plan may still have been successfully canceled. 📋 What Information to Have Ready Before contacting our team, gather the following details so we can resolve your case as quickly as possible: - The email address associated with your Search Atlas account - The date you canceled your plan (check your email for a cancellation confirmation) - The exact charge amount and date it appeared on your statement - The last four digits of the card that was charged - Any screenshots of your billing history inside the platform, if available 🛠️ How to Check Your Billing Status You can review your current subscription status and billing history directly inside Search Atlas: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Navigate to the Plans & Top-ups tab. 4. Review your plan status, renewal date, and recent invoices. Check whether any add-ons such as OTTO top-ups are listed as active under the Plans & Top-ups tab. If your plan shows as Free or Canceled but a charge still appeared, this confirms a billing discrepancy that our team needs to investigate and correct on your behalf. 💡 What Happens When a Refund Is Approved Once our team verifies the charge was made in error, here is what you can expect: - A refund will be issued to the original payment method used at the time of the charge. - Refund processing times vary by card issuer but typically appear on your statement within 5–10 business days. - Our team will confirm the refund amount and timeline via the chat conversation. - If a duplicate subscription was the cause, our team will ensure all active subscriptions are fully closed so no further charges occur. 🚀 How to Get This Resolved Fast Our support team has full access to your billing records and can identify duplicate subscriptions, stuck add-ons, and unprocessed cancellations. The fastest way to get a refund issued is to contact us directly through the platform. 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. Please include the charge date, amount, and your account email in your first message so we can pull up your case immediately and begin the resolution process without delays.

💳 Unauthorized Charge After Cancellation

🔍 Why You Might See a Charge If you cancelled your subscription but still see a pending or posted charge on your payment method, it usually means the billing system attempted to collect payment for the final invoice before the cancellation was fully processed. In many cases, that collection attempt fails and no money is actually taken from your account. ✅ Steps to Resolve 1. Check the transaction status on your bank or card statement. Look for labels like pending, failed, declined, or reversed. 2. Log in to your Search Atlas account and go to Billing > Invoices. Confirm whether the latest invoice shows Paid, Failed, or Cancelled. 3. If the invoice status is Failed or Cancelled, the charge was not collected and no refund is needed. The pending authorization on your card will typically drop off within 3–5 business days. 4. If the invoice shows Paid but you believe the subscription was already cancelled, take a screenshot of the invoice and your cancellation confirmation (email or in-app notice). 5. 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 the screenshots so we can verify and, if appropriate, issue a refund. 🛡️ Prevention Tips - Always wait for the on-screen confirmation message after clicking Cancel Subscription. - Save or screenshot the cancellation confirmation email for your records. - Review your billing page once a month to catch any unexpected invoices early. 📌 Key Takeaway A charge that appears after cancellation is often a failed collection attempt, not a successful payment. If the invoice shows Failed, no action is needed — the pending hold will disappear automatically. If it shows Paid, contact support with proof of cancellation for a quick resolution.

💳 Charged After Cancellation? Request a Refund

🔍 Overview If you see a charge on your account after cancelling your Search Atlas subscription, you may be entitled to a refund. This article walks you through how to confirm your cancellation is active, what information to gather, and how to escalate a refund request to our billing team — exactly as our support agents handle it. ⚠️ Why This Can Happen In some cases, a billing cycle may process shortly after a cancellation request if the cancellation was not completed before the renewal date. Our engineering team is actively working to prevent charges from occurring after cancellation. If you have been affected, our billing team can review your case and issue a refund where applicable. ✅ Step 1 — Confirm Your Cancellation Is Active Before requesting a refund, verify that your subscription has been successfully cancelled: 1. Log in to your Search Atlas account. 2. Click your Avatar (top-right) → Billing → Services in your dashboard, or navigate directly to: https://dashboard.searchatlas.com/billing (Services tab) 3. Under Active Services, check whether your plan still shows as active or whether it reflects a cancelled status. 4. If your plan is still active, cancel it now by following the cancellation steps shown on that page before proceeding. 📋 Step 2 — Gather Your Billing Details To help the billing team process your refund quickly, collect the following information before reaching out: - The invoice number for the charge you are disputing (found in your billing history) - The date of the charge - The amount charged - Confirmation of when you originally cancelled your subscription You can find your invoice history in the Billing section of your dashboard. 💬 Step 3 — Submit Your Refund Request Our billing team reviews refund requests on a case-by-case basis. Refunds are not processed automatically — you must contact support to initiate the review. 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, share your invoice number, charge amount, and cancellation date so the agent can escalate your case to the billing team without delay. ⏱️ What to Expect After You Submit Once your request is escalated to our billing team: - The team will review your account and the charge in question. - If a refund is approved, it will be processed and you will receive confirmation via the chat conversation. - Refund processing times may vary depending on your payment provider, but you will be notified as soon as the refund is issued. 🛡️ Preventing Future Unexpected Charges To avoid being billed unexpectedly in the future: - Cancel your subscription before your next renewal date, not on the same day. - After cancelling, return to Active Services to confirm the cancellation is reflected in your account. - Take a screenshot or note the date of your cancellation confirmation as a record. Additional Notes Check your cancellation confirmation: Look in your inbox for a confirmation email from Search Atlas. A successful cancellation always generates a confirmation message. If you did not receive one, the cancellation may not have gone through. Also note: cancellation may have been applied to a service add-on rather than the base subscription.

🚫 Cancel a Duplicate Account and Stop Charges

🔍 What Is a Duplicate Account? A duplicate account is created when a new Search Atlas account is registered using a different email address, often by accident during a sign-up or billing retry. Even if the account appears inactive, it may still generate charges through an active Stripe subscription tied to that email. ⚠️ Why Charges May Continue After Cancellation In some cases, customers report being charged again after requesting a cancellation. This can happen because: - The cancellation request was not fully processed in our billing system. - The duplicate account has its own independent subscription in Stripe that was not linked to the original account. - A payment was retried on a previously issued invoice before the account was fully disabled. Our team is actively working to prevent these scenarios, but if you have been charged after a cancellation request, it is important to contact us immediately so we can investigate and issue a refund where applicable. 🛠️ How to Identify If You Have a Duplicate Account 1. Check your email inbox for any Search Atlas welcome emails or billing receipts sent to a different email address than the one you normally use. 2. Review your bank or card statements for more than one charge from Search Atlas or Stripe within the same billing period. 3. Log in to your primary Search Atlas account, click your avatar in the top-right corner, and go to Team Members (or visit /settings) to confirm only your intended accounts and users are listed. 📋 Steps to Request Cancellation of a Duplicate Account 1. Gather the details — note the email address associated with the duplicate account and the approximate date it was created or first charged. 2. Open the live chat widget in the bottom-right corner of the platform from your primary account. 3. Type human teammate to be connected with a member of our support team. 4. Provide the duplicate account's email address, the charge amounts, and the dates you were billed. 5. Request written confirmation that the duplicate account has been cancelled and that no further charges will be made. ✅ What to Expect After Submitting Your Request - Our team will locate the duplicate subscription in Stripe and cancel it immediately. - If a charge occurred after a previous cancellation request, our team will review it for a refund. - You will receive confirmation once the account is fully deactivated and billing has stopped. - No further invoices or payment attempts will be made against the cancelled account. 🛡️ How to Prevent Duplicate Accounts in the Future - Always use the same email address when logging in or restarting a subscription. - If you need to add team members, use the Team Members section under your account settings rather than creating a new account. - If you encounter an error during checkout or sign-up, do not retry with a different email — contact support first to resolve the issue. 💬 Need Immediate Help? If you have been charged on a duplicate account or need to confirm a cancellation, do not wait. 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.

💳 Unexpected Charges After Cancellation Explained

🔍 Why This Happens If you are seeing charges on your bank statement after cancelling your Search Atlas subscription, this is almost always caused by one of the following situations: - Multiple active subscriptions on your account: In some cases, more than one subscription may have been created under the same account — for example, if a plan was restarted or upgraded before the previous one was fully cancelled. Each subscription bills independently, so cancelling one may leave another active. - Cancellation did not process fully: A cancellation request may appear confirmed on your end but fail to complete in our billing system. This is rare but can happen due to a technical error during the cancellation flow. - Billing cycle timing: If a charge occurs within hours of your cancellation, it may have been triggered at the start of a new billing cycle before the cancellation was processed. Charges that fall in this window are sometimes unavoidable and are typically eligible for a refund. ✅ What You Should Do First 1. Check your subscription status: Log in to Search Atlas, click your Avatar in the top-right corner, then navigate to Billing. Look carefully for more than one active subscription listed. If you see multiple entries, note them down. 2. Verify your cancellation confirmation: Check your email inbox for a cancellation confirmation message from Search Atlas. If you did not receive one, your cancellation may not have completed successfully. 3. Review your charge history: In the Billing section, review the list of recent charges. Compare the amounts and dates with your bank statement to identify which subscription or billing cycle each charge belongs to. 🛠️ How We Can Fix It Once you have gathered the information above, our team can take the following actions on your behalf: - Identify and cancel any duplicate or unintended active subscriptions linked to your account. - Confirm whether your original cancellation was processed correctly in our billing system. - Review any charges that occurred after your cancellation date and process a refund where applicable. We handle each billing dispute individually and aim to resolve them as quickly as possible. Having your charge dates and amounts ready when you contact us will help speed up the process. ⚠️ Important: Do Not Cancel Multiple Times Without Confirmation Attempting to cancel your subscription multiple times without waiting for confirmation can sometimes create additional entries in our billing system, which may lead to further unexpected charges. Always wait for a confirmation email before submitting another cancellation request. If you do not receive a confirmation within a few minutes, contact our team directly rather than repeating the cancellation steps. 💡 How to Prevent This in Future - Always save or screenshot your cancellation confirmation screen and email. - Check your Billing page after cancelling to confirm your subscription status shows as Cancelled or Inactive. - If you plan to switch plans or pause your account, contact our team first so we can guide you through the process without creating duplicate subscriptions. 🤝 Need Help Resolving a Charge? If you believe you have been charged incorrectly after cancelling, our billing team is ready to investigate and make it right. 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.

🛠️ Duplicate Account Charged After Cancellation

🔍 Overview In some cases, a duplicate account created under a different email address may continue to generate charges even after an agent has cancelled it. This happens when the cancellation is not fully synchronised between Search Atlas and the underlying payment processor, leaving the billing record in an inconsistent state. This article explains what causes the issue, what to expect in terms of resolution, and how to get it fixed quickly. ⚠️ Signs You May Be Affected - You received a charge for a plan (for example, a Growth Plan fee) after you were told the duplicate account was cancelled. - The charge appears on your statement under an email address that is different from your primary Search Atlas login. - A previous support interaction resulted in a cancellation confirmation, but the charge still appeared. 💡 Why This Happens A duplicate subscription can be created in the payment processor when a cancellation is not fully propagated to the billing backend. Engineering has identified and resolved several root causes related to this class of issue, including cases where past-due accounts triggered a re-checkout flow that generated a second active subscription, and situations where a cancelled invoice remained actionable in the payment system. Fixes addressing these scenarios have already been released or are currently in release. Because the fix requires a backend synchronisation between Search Atlas and the payment processor, this issue cannot be resolved through self-service steps alone — it requires a member of our team to refresh your billing record on the backend. ✅ What Our Team Does to Fix It When this issue is escalated, a support specialist performs the following actions on the backend: 1. Identifies the duplicate account and its associated subscription record in the payment processor. 2. Performs a payment system refresh that removes any active or pending charge attempts tied to the cancelled account. 3. Confirms that the cancellation is fully synchronised so no future charges can be attempted against the duplicate account. Once this is complete, you will receive confirmation that your account ID has been synced and that no further charges will be attempted. 📋 Information to Have Ready To help our team resolve this as quickly as possible, please gather the following before reaching out: - The email address associated with the duplicate account that was charged. - The email address associated with your primary (active) account. - The date and amount of the unexpected charge. - The name of the agent who previously cancelled the duplicate account, if known. - Any confirmation messages or ticket references from the original cancellation. 🚀 How to Get This Resolved Because a backend fix is required, please contact our support team as soon as you notice an unexpected charge. The sooner we are notified, the sooner we can prevent any additional charge attempts. 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. 🔒 Preventing This in the Future - After any account cancellation, ask your support agent to confirm that the cancellation has been fully synchronised with the payment processor — not just marked as cancelled in the platform. - Monitor your billing statement for one full billing cycle after a cancellation to catch any residual charges early. - If you ever receive a charge from an email address that is not your primary account, report it immediately using the chat widget.

💳 Fix Unexpected Charges After Cancellation

🔍 Why You May Still Be Getting Charged If you are seeing charges after you believed you cancelled your subscription, one of the following is likely the cause: - The cancellation was not fully completed — some steps require confirmation before taking effect. - Your cancellation was submitted after the next billing cycle had already been triggered. - A second or additional workspace on your account remains active with its own subscription. - Your request was submitted through an unofficial channel (e.g. a chat message) rather than through the billing settings, which does not automatically cancel a subscription. The sections below walk you through how to verify your subscription status and take the right steps to stop recurring charges. ⚙️ How to Cancel Your Subscription Correctly 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner of the platform. 3. Select Billing from the dropdown menu, then go to Plans & Top-ups. 4. Under your active plan, use Manage Subscription. 5. Follow the on-screen prompts and confirm the cancellation when asked. You should receive a confirmation message on screen and a confirmation email to your registered address. Important: Your cancellation is only complete when you see a confirmation message. If you did not receive this confirmation, your subscription is still active. If you are unsure whether your cancellation went through, or if you do not see a clear indication that it was completed, contact our support team so we can confirm and assist. 📅 Understanding Billing Timing Search Atlas subscriptions renew automatically at the start of each billing cycle. Here is what you need to know: - Cancellations take effect at the end of your current billing period. You will retain access to the platform until that date. - If a new billing cycle begins before you cancel, the charge for that cycle is generally non-refundable as you have already been granted access for that period. - To avoid being charged for the next cycle, cancel at least 24 hours before your renewal date. 🛠️ How to Check Your Current Subscription Status Not sure whether your subscription is still active? Follow these steps: 1. Go to Billing → Plans & Top-ups in your account settings. 2. Review the Plan Status field. It will show either Active, Cancelled, or Pending Cancellation. 3. If the status shows Active and you intended to cancel, proceed with the cancellation steps above. 4. If the status shows Pending Cancellation, your cancellation is confirmed and no future charges will be made after the current period ends. 5. If you are still unable to cancel or continue to see unexpected charges after completing the cancellation, contact our support team for direct assistance. 💡 Requesting a Review of a Charge If you believe you were charged in error — for example, you have proof of a completed cancellation before the billing date — our team can review your case. To request a charge review: - Gather any confirmation emails or screenshots showing your cancellation was completed. - Note the date the charge appeared and the amount. - Have your account email address ready so our team can locate your account quickly. - Contact our team through the live chat widget (see below) and provide these details so we can investigate promptly. Please note: Charge reviews are assessed on a case-by-case basis. Having documentation of your cancellation confirmation significantly speeds up the resolution process. 🚀 Preventing Future Billing Issues Keep these best practices in mind to avoid unexpected charges in the future: - Always cancel through the Billing → Plans & Top-ups settings — not via chat or email requests. - Save or screenshot the cancellation confirmation page for your records. - Check your registered email for a cancellation confirmation message after completing the process. - If you manage multiple workspaces, verify the subscription status of each workspace separately, as each one has its own billing. 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.

💳 Unexpected $199 Charge After Cancellation Explained

🔍 Why This Happens In some cases, customers who canceled their Search Atlas subscription have reported seeing a $199 charge appear on their billing statement shortly after cancellation. This is not intentional. The charge is typically caused by a billing system timing issue — specifically, a duplicate or delayed subscription event that triggers a payment even after your account has been marked as canceled. Our engineering team has identified and resolved the root cause of this bug. However, if you were affected before the fix was deployed, the charge may still appear on your statement. 📋 Common Reasons for the Charge - Billing timing gap: Your cancellation was processed, but a scheduled billing cycle had already been queued and could not be stopped in time. - Duplicate subscription event: A known bug caused some accounts to generate a second base subscription charge during checkout or account status changes. - Account status conflict: In rare cases, an account flagged as past due triggered a re-billing attempt even after cancellation was confirmed. ✅ What You Should Do 1. Check your cancellation confirmation: Look for a cancellation email or in-platform notification confirming your subscription was ended before the charge date. 2. Note the charge date and amount: Find the exact date and amount on your bank or credit card statement. A screenshot is helpful. 3. Contact our support team immediately: Our team can verify your account history, confirm the charge was an error, and process your refund. 💰 Refund Policy for Erroneous Charges If the $199 charge occurred after a confirmed cancellation, you are entitled to a full refund. Search Atlas does not charge customers for periods following a valid cancellation. Once our team verifies the charge against your account history, the refund is processed promptly. Refund timelines depend on your payment provider but typically appear within 5–10 business days. You will receive confirmation of the refund once it has been issued. Please keep this confirmation for your records. 🛡️ How We Prevent This Going Forward Our engineering team has shipped targeted fixes to address the billing issues that caused these erroneous charges. These updates include: - Improved safeguards to prevent duplicate subscription events during checkout and account status changes. - Better synchronization between cancellation events and active billing queues. - Additional monitoring to catch and flag unexpected charge attempts on canceled accounts before they are processed. If you are a current subscriber, your billing should not be affected. If you notice any unexpected charges on an active account, please report them right away. 🙋 Still Seeing the Charge or Need a Refund? If you were charged $199 after canceling your subscription and need a refund or written confirmation, our team is ready to 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. Please have the following ready to speed up your request: - The email address associated with your Search Atlas account. - The date you canceled your subscription. - The date and amount of the disputed charge. - A screenshot of the charge from your bank or card statement (optional but helpful).

💳 Unexpected Charge After Subscription Cancellation

🔍 Why Did I Get Charged After Cancelling? If you see a charge on your account after cancelling your Search Atlas subscription, don't worry — there are a few common reasons this can happen. This article explains the most likely causes and the steps you can take to get it resolved fast. 📅 Common Reasons for a Post-Cancellation Charge - Billing cycle timing: Cancellations take effect at the end of your current billing period. If your billing date fell shortly after you submitted the cancellation request, the final charge may have already been scheduled and processed before the cancellation was applied. - Cancellation not fully confirmed: A cancellation is only complete when you receive a confirmation email or see a confirmed cancellation status in your account dashboard. If you closed the browser before finishing all the steps, the cancellation may not have been saved. - Add-on or legacy plan charge: Some accounts have separate billing lines for add-ons (such as OTTO Google Ads) or legacy plans that may process independently from your main subscription. Cancelling your core plan does not automatically cancel associated add-ons. - Billing migration issue: If your account was recently moved to a new billing system, a duplicate subscription or missed cancellation flag can occasionally result in an unexpected charge. Our team actively investigates and resolves these cases. - Multiple active subscriptions: In rare cases, two active subscriptions can exist on a single account, especially after plan changes or account transfers. If only one was cancelled, the second may still be billing. ✅ What to Do If You Were Charged Unexpectedly 1. Check your cancellation confirmation: Log in to your Search Atlas account and go to Avatar (top-right) > Billing (Billing page). Verify that your subscription status shows as Cancelled and note the effective cancellation date. 2. Review your billing history: In the same Billing section, look at your recent invoices to identify exactly which plan or add-on generated the charge and on what date. 3. Compare dates: Check whether the charge date falls before or after your confirmed cancellation date. If it falls after, this is likely an error that our team will need to investigate and refund. 4. Gather your details: Before contacting support, have the following ready: the charge amount, the date it appeared, the last four digits of the card charged, and your account email address. This speeds up the investigation significantly. 5. Contact support immediately: Reach out to our team as soon as possible so we can investigate and process any eligible refund promptly. ⏱️ How Long Does a Refund Take? Once our team confirms that a charge was made in error, refunds are typically processed within 5–10 business days, depending on your bank or card provider. You will receive confirmation once the refund has been initiated on our end. 🛡️ How to Prevent This in the Future - Always complete every step of the cancellation flow and wait for a confirmation screen or email before closing the page. - If you have any add-ons (such as OTTO SEO, OTTO Google Ads, or additional user seats), cancel each one individually through the Billing section. - Take a screenshot of your cancellation confirmation for your own records. - Check your next billing date before cancelling to understand whether one final charge may still be due for the current period. 💬 Still Need Help? If you have reviewed the above and still believe you were charged in error, our billing team is ready to investigate and make it right. 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.

⚠️ Subscription Still Active After Cancellation Attempt

🔍 Why This Happens In some cases, if your account has a past-due or unpaid invoice at the time you cancel, the cancellation may not fully process. The billing system can continue to schedule payment retries even though you have already requested cancellation. This is a known edge case that requires our team to manually void the outstanding invoice and confirm the subscription is closed on the backend. ⚙️ Steps to Take 1. Verify your cancellation request was submitted. Log in to your Search Atlas account and navigate to your billing settings. Review your current subscription status to confirm whether the cancellation was registered. 2. Check for outstanding invoices. While in your billing settings, look for any unpaid or past-due invoice still attached to your account. A pending invoice is the most common reason a cancellation does not fully take effect. If you see one, note the invoice amount and date — you will need this information when you contact support. 3. Update your payment method and attempt to clear the outstanding balance. If your billing settings allow you to update a payment method, try adding a valid payment method and paying the outstanding invoice directly. In some cases, once the past-due balance is cleared, the cancellation can complete automatically. Check your subscription status again after making the payment to see if the cancellation is now reflected. 4. If the cancellation is still blocked after clearing the balance, contact our support team immediately. Because resolving a persistently blocked cancellation requires backend action — specifically voiding the outstanding invoice and confirming the subscription is closed — this final step must be completed by our team. To get the fastest resolution, reach out via the chat option available in the platform. When you reach us, share: your account email address, the date or dates you attempted to cancel, the invoice amount and date you identified in the previous step, and a screenshot of any retry or payment pending message you are seeing. This information allows our specialist to locate your account and take action immediately without back-and-forth delays. Our team will escalate your case, void the outstanding invoice, and fully cancel the subscription on the backend. Once completed, you will receive confirmation that your subscription is canceled and no further payment retries will be scheduled — you will not be charged after the issue is resolved. 💡 What Happens When You Reach Our Team When you reach our team, a specialist will escalate your case to void the outstanding invoice and fully cancel the subscription on the backend. Once completed, you will receive confirmation that your subscription is canceled and no further payment retries will be scheduled. You will not be charged after the issue is resolved. 🚀 How to Get Help Fast If you need further assistance, reach out to our support team via the chat option available in the platform. Our team is ready to help you resolve this quickly. When you reach us, please share the following so we can resolve your case as quickly as possible: - Your account email address - The date or dates you attempted to cancel - A screenshot of any retry or payment pending message you are seeing - The invoice amount and date of the outstanding invoice

💳 Unexpected Subscription Charge Refund and Cancellation

Why Was I Charged? If you signed up for a demo, free trial, or promotional offer with Search Atlas, your account may have automatically converted to a paid subscription at the end of that period. This transition — and the billing date — is outlined in the terms presented during sign-up. Common reasons customers see an unexpected charge include: - A free trial ended and the account automatically converted to a paid plan. - A promotional or special offer included a paid subscription that activated after the trial window. - Payment details were entered during sign-up, triggering automatic billing at the close of the trial. Refund Eligibility Search Atlas reviews refund requests on a case-by-case basis. While we cannot guarantee a refund in every situation, we handle unexpected or disputed charges fairly and promptly. Factors we consider include: - How recently the charge occurred. - Whether the subscription features were used after the trial ended. - The type of plan or promotional offer you signed up for. Annual plan charges are reviewed with the same care, but we encourage you to reach out as soon as possible, as annual payments may have different processing timelines. Cancellation Does Not Automatically Trigger a Refund Cancelling your subscription stops future billing, but it does not automatically issue a refund for a charge that has already been made. These are two separate requests, and a refund must be requested directly with our support team. Get Help from Our Team Reach out to our support team through live chat with your account email, the charge amount, and the date it appeared on your statement — a teammate will confirm eligibility and guide you through the next steps.

🛑 Stop Payment Emails After Cancelling Your Account

🔍 Overview If you have cancelled your Search Atlas subscription but are still receiving payment reminder or billing emails, your account may not have been fully deactivated. This article explains what causes this and how our team resolves it. ⚠️ Why This Happens Cancelling a subscription does not always trigger immediate account deactivation. If your account remains in an active or pending state in our system, automated billing reminder emails can continue to be sent even after you intended to stop using the service. Full deactivation is required to stop all future charge attempts and related email notifications. 🛠️ What You Should Do Unfortunately, full account deactivation cannot be completed by customers directly through the platform settings — it requires action from our internal team. Here is the recommended process: 1. Confirm your cancellation request has been submitted. If you previously requested a cancellation, note the date and any confirmation you received. 2. Contact our support team so your request can be escalated to the specialized billing team. 3. Request explicit account deactivation. Ask the agent to confirm that your account has been fully deactivated in our system, not just that your subscription has been cancelled. Once deactivated, no further charge attempts or payment reminder emails will be sent. 4. Ask for written confirmation. Request that the agent confirm deactivation in the chat so you have a record of the resolution. ✅ What Resolution Looks Like Once our team deactivates your account, you will stop receiving payment reminder emails from Search Atlas. Our internal team must confirm deactivation — this is not something that happens automatically when a subscription is cancelled in all cases. 📋 Key Points to Remember - Receiving billing emails after cancellation usually means full account deactivation has not yet been processed. - Deactivation must be confirmed by our specialized billing team. - Once deactivated, no future charge attempts or reminder emails will occur. - Always request explicit written confirmation of deactivation in your support chat session. 💬 Still Receiving Emails? If you need further assistance, please reach out to our support team so we can ensure your account is fully deactivated.

🚫 OTTO Site Top-Ups Won't Cancel? Here's What to Do

🔍 Overview Some customers find that when they attempt to cancel one or more OTTO site top-ups on Search Atlas, an error blocks the action and the cancellation does not go through. This article explains the fastest way to get it resolved. ⚙️ What Causes This Issue In some cases, OTTO site top-ups cannot be cancelled through the self-service interface. This means even after attempting to cancel, the top-ups may remain active. When self-service cancellation is not working, the billing team can resolve this manually on your behalf. 📋 Steps to Try First 1. Locate your OTTO site top-ups within your Search Atlas account and attempt to cancel them using the available cancellation option. 2. If the cancellation completes without an error, refresh the page to confirm the top-ups now show as cancelled. 🚨 If the Cancellation Fails If you encounter an error and are unable to cancel your OTTO site top-ups, the issue will need to be resolved by our billing team. Because the cancellation error occurs at the backend level, it cannot be cleared through the self-service interface — a billing team member must manually process the cancellation on your account. Follow these steps to get it fixed quickly: 1. Note how many OTTO site top-ups you need cancelled so you can provide this information to our team. 2. Contact our support team directly through the chat option available on the platform. 3. Let the agent know that your OTTO site top-up cancellation is failing and provide the number of top-ups affected. 4. Our billing team will cancel the top-ups on your behalf directly from the backend. 5. Once confirmed by the agent, refresh the page — your OTTO sites should now show as cancelled. ✅ After the Fix After the billing team has processed the cancellation, refresh your browser and check your OTTO site top-ups to verify that they are no longer showing as active. If any top-ups still appear active after refreshing, let the support agent know immediately so they can investigate further. 🙋 Still Need Help? If you need further assistance, reach out to our support team through the chat option available on the platform and a member of our team will be happy to help.

🛠️ Cancel Unauthorized Recurring Top-Ups and Seats Billing

🔍 What This Article Covers Some customers have noticed unexpected recurring charges on their invoices, including automatic top-ups for OTTO AI Suggestions or extra user seats they did not intentionally activate. This article explains what these charges are, how to recognize them, and how to get them removed. 📊 Understanding the Charges Recurring top-up charges can appear on your invoice for two main reasons: - OTTO AI Suggestion top-ups: Additional quota purchased automatically when your OTTO AI Suggestion allowance runs out. - Extra user seat top-ups: Additional charges applied when your account has more active seats than your plan includes. These charges may recur each billing cycle if the top-up setting is not turned off. You may not have knowingly enabled them — in some cases, they were activated as a result of plan or quota changes applied across accounts. ⚠️ How to Identify an Unauthorized Top-Up Charge Review your invoice carefully for line items that reference top-ups or extra seats. A single invoice may contain more than one type of top-up charge. For example, a total unexpected charge may be made up of separate items — such as an OTTO AI Suggestion top-up and a per-seat overage charge — billed together. If you see any recurring top-up line items you do not recognize or did not approve, follow the steps below. 🛠️ How to Request Removal of Recurring Top-Ups At this time, recurring top-up settings are managed by the Search Atlas billing team. To have them canceled, please follow these steps: 1. Locate the invoice number(s) that include the unexpected charge. Invoice numbers are visible in your billing history inside the platform. 2. Note the specific line items and amounts you are disputing (for example, OTTO AI Suggestion top-up or extra seat charges). 3. Contact the Search Atlas support team directly through the platform's support chat. 4. Provide the agent with your invoice number(s), the line items in question, and confirm you want all recurring top-ups removed from your account. Our billing team will identify each charge, escalate to the appropriate team member, and confirm once the recurring top-ups have been canceled. 💡 Refunds and Credit Options Once the top-up is confirmed as unauthorized and removed, the billing team will work with you on a resolution. Depending on your situation, resolution may take the form of: - A refund to your original payment method, or - Hyperdrive Credits (HDC) added directly to your account as an equivalent alternative. The type of resolution offered will be confirmed by the billing team agent handling your case. 🚀 Preventing Future Unauthorized Top-Ups To reduce the risk of unexpected recurring charges in the future:

🛠️ Stop Ongoing Billing Attempts on Cancelled Subscription

🔍 Identify the Open Invoice After cancelling your subscription, check the Invoices section of your account for any open or past-due invoices. In this case, a $199 invoice dated June 4, 2026 remained active and continued to trigger automatic payment attempts. ⚙️ Disable Automatic Collection Automatic collection must be turned off for the specific invoice to stop further billing attempts. This action is performed by the specialized billing team. Once disabled, no further charges will be attempted for that invoice. 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a support agent. 3. Request that automatic collection be turned off for the open invoice on your cancelled subscription. ✅ Confirm Resolution After the team disables automatic collection, you will receive confirmation that the issue is resolved and no further charge attempts will occur. Monitor your bank account to ensure no additional failed transaction fees appear. 🛡️ Prevent Future Issues Ensure all invoices are settled or collection is disabled before or immediately after cancelling a subscription. If you notice any open invoices post-cancellation, contact support promptly to disable automatic collection.