Cancel: How to Cancel a Plan

⚡ Pending Cancellation Status Explained

🔧 Fix Incorrect Charges After Downgrade or Cancellation

⚙️ How to Cancel Subscriptions and Verify Removal

Fix Invalid Password Reset Code and Cancel Subscription

📋 Cancel Your Search Atlas Subscription Safely

📅 Subscription Cancellation Cutoff Dates Explained

💳 Cancel Your Subscription and Close Tickets

📋 Request a subscription cancellation To cancel your Search Atlas subscription, open the chat widget in the bottom-right corner of the platform. Type human teammate and ask the team to cancel your subscription. Include the account or workspace you want to cancel and confirm that you want to end the subscription. This helps our team process the correct account. ✅ Confirm the cancellation Wait for confirmation that the cancellation request has been completed. Do not assume the subscription is canceled until a team member confirms the status. If your account still appears active after confirmation, mention this in the same conversation so the team can review the billing status and account access. 🔒 Close your support ticket After your cancellation is confirmed and you have no further questions, reply that the issue is resolved and ask to close the ticket. Keeping the conversation open until resolution helps prevent duplicate requests. 💬 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.

💡 Cancellation Discount and Plan Upgrade Rules

🔍 What Is the Cancellation Retention Discount? If you attempt to cancel your Search Atlas subscription and select "Too expensive" as your reason, the platform may offer a 50% discount as a retention offer to keep you on your current plan. This discount applies to your base plan price only and is designed to help you continue benefiting from Search Atlas at a reduced rate. ⚠️ Does the 50% Discount Apply If I Upgrade My Plan? No — the 50% retention discount is tied specifically to your current base plan at the time the offer is accepted. It is not automatically transferred to a higher-tier plan. Here is what you need to know: - The discount is applied to the plan you were on when you accepted the retention offer (for example, the Growth plan). - If you upgrade from Growth to Pro before your next billing cycle, the discount will not carry over to the Pro plan price. - The Pro plan will be charged at its standard rate, regardless of whether a retention discount was previously accepted on a lower plan. 💰 Why Is the Discount Not Available on the Pro Plan? The retention discount is a plan-specific offer intended to prevent cancellation at your current subscription level. Upgrading to a new plan is treated as a separate transaction and follows standard pricing rules. Applying a retention discount to an upgraded plan falls outside the scope of the original offer. 📋 Example Scenario 1. You are on the Growth plan and begin the cancellation flow. 2. You select "Too expensive" and are offered a 50% discount on the Growth plan. 3. You accept the discount and decide to stay. 4. Before your next billing date, you decide to upgrade to the Pro plan. 5. The Pro plan will be charged at its full standard price — the 50% discount does not apply. ✅ What Should I Do Before Upgrading? If you have an active retention discount and are considering upgrading your plan, we recommend the following steps before making any changes: - Review your current billing details by navigating to Settings → Billing inside the platform. - Check the exact date of your next billing cycle so you understand when charges will apply. - Consider whether staying on the discounted Growth plan meets your current needs before committing to an upgrade. - Contact support to clarify how an upgrade will affect your discount before proceeding. 🛠️ Need Help With Your Discount or Upgrade? If you accepted a retention discount and have questions about how it interacts with a plan upgrade, or if you believe you were charged incorrectly after upgrading, our team can review your account and billing history. 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.

🤖 AI Gateway Credits and Cancellations

💳 Understanding your AI Gateway credits AI Gateway credits cover eligible AI-powered actions in Search Atlas. Your allowance may be displayed as a time-based balance, such as five hours, rather than as a dollar amount. To check your available balance and usage, open the AI Gateway usage or credits area in the platform, if it is enabled for your account. The page shows the allowance and activity recorded against it. Credit availability and dashboard access can vary during feature rollouts, so the balance may not appear for every account yet. 📤 Data Aggregator submission credits Data Aggregator submissions can use AI Gateway capacity while they are being prepared or processed. A submission may continue to count toward usage after you start it, depending on its processing stage. ⏹️ Can you cancel a submission? If a Cancel action appears beside the submission while it is processing, select it and confirm the cancellation. The submission will stop if cancellation is still available. If no cancellation action appears, the submission has reached a stage where it cannot be reverted from the interface. Refresh the submission list and review its status before starting another submission. Do not resubmit unless the original submission has failed or been cancelled. 🔎 If your balance looks incorrect 1. Open the AI Gateway usage or credits area and note your allowance, usage, and remaining balance. 2. Check the Data Aggregator submission status and whether it is still processing, completed, or failed. 3. Allow processing and usage records time to update before comparing the balance again. 4. Keep the submission details available if the balance does not match the work completed. 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 an Unpublished Order

📋 When to request a cancellation If an order has not been published, you can contact our team to request cancellation and a refund review. Include the order details, especially if the order has been pending for several days or weeks. 🔎 Check your order details 1. Sign in to Search Atlas. 2. Open OTTO SEO from the left sidebar. 3. Review the relevant site and order information. 4. Note the order name, site URL, creation date, amount charged, and current status. 🛑 Request cancellation and refund Open the chat widget in the bottom-right corner of the platform and type human teammate. Tell the team that the order is unpublished and that you want to cancel it and request a refund. Provide the order details and explain how long it has been pending. Our team will review the order status and confirm whether cancellation and a refund are available. Do not create a duplicate order while the review is in progress. 💰 What happens after approval - The order is canceled if it has not already been published or completed. - Any approved refund is sent to the original payment method. - Your card provider may take additional business days to display the refund. - The support team will confirm the outcome and let you know if more information is needed. ⏱️ If the order has been pending for weeks Mention the full waiting period in chat, such as “This order was created three weeks ago and is still unpublished.” Include screenshots if they help identify the order, but do not share full card numbers or other sensitive payment information. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ How to Cancel Your Search Atlas Plan

🔍 Overview You can cancel your Search Atlas subscription at any time directly from the platform's Billing page — no need to contact support. This article explains how to access the cancellation option from your Billing page. 🗂️ How to Cancel Your Plan 1. Log in to your Search Atlas account. 2. Navigate to the Billing page within the platform settings. 3. Locate your active plan and look for the cancellation option associated with it. 4. Follow the on-screen prompts to complete the cancellation process. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 How to Cancel a Subscription

This guide explains how to cancel a paid subscription in Search Atlas and confirm that renewal has been stopped. 🛠️ Step-by-Step 1. Sign in to your Search Atlas account at app.searchatlas.com. 2. Click your profile icon or account name in the top-right corner of the platform to open the account menu. 3. Select Billing or Subscription from the account menu to open your subscription management page. 4. Locate your active plan and click Cancel Subscription (or Manage Plan if you do not see a direct cancel option). 5. Follow the cancellation prompts — you may be asked to confirm your reason for canceling — and submit the cancellation request. 6. Look for an on-screen confirmation message or a confirmation email indicating that your subscription has been successfully canceled and that no further charges will be made. ✅ How to Confirm It Worked After canceling, return to the Billing or Subscription page and verify that your plan status shows as Canceled or that the next renewal date has been removed. You should also receive a cancellation confirmation email to the address associated with your account. Keep this email as a record that recurring billing has been stopped. 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.

🔒 Otto Deployments After Plan Cancellation Explained

🤔 What Happens to Otto's Changes If You Cancel? When your Search Atlas plan expires or is cancelled, Otto's deployed SEO changes do not automatically revert. 24 hours after your account becomes unsubscribed, all of your OTTO projects are automatically put into Deep Freeze (autopilot off, read-only). The 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. ❄️ What Is Deepfreeze? Deepfreeze is an Otto feature designed to retain your current SEO deployments on your website after your plan ends. When activated, it preserves your deployed changes so they remain in place regardless of your subscription status. Think of it as locking in Otto's changes so they no longer depend on an active Search Atlas plan to stay on your site. ✅ Before Activating Deepfreeze Make sure Deepfreeze is enabled while your plan is still active. Once your subscription ends, you will lose access to Otto settings, including Deepfreeze. If you are unsure whether Deepfreeze is available on your account or how to enable it for your specific setup, reach out to our team for guidance before cancelling. ⚠️ Important Considerations - Activate Deepfreeze before cancelling. You must enable it while your plan is still active. You will lose access to Otto settings — including Deepfreeze — once your subscription ends. - Only currently deployed changes are affected. Any Otto suggestions that have not yet been deployed will not be retained after cancellation. - Future updates require an active plan. Deepfreeze preserves your existing deployments, but making new Otto changes or updates will require reactivating a subscription. 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 Free Trial or Keep Saving

🔍 Overview If you're on a free trial and thinking about cancelling — whether because of cost or any other reason — this article walks you through exactly what to do. Before you cancel, you may also be eligible for a 50% discount on your subscription, so it's worth reviewing your options first. 💰 50% Discount Offer Before You Cancel Search Atlas offers a 50% retention discount automatically during the cancellation flow. This means if cost is the main concern, you don't have to give up access entirely. Here's how to see the offer: 1. Log in to your Search Atlas account. 2. Go to your Billing or Subscription settings. 3. Click the option to cancel or manage your plan. 4. Follow the on-screen steps — the 50% off offer will appear during this process before your cancellation is finalised. 5. Choose to accept the discount or continue with cancellation. If you accept the discount, your subscription will continue at half the original price. No action is needed beyond clicking Accept Offer on that screen. 🚫 How to Cancel Your Free Trial If you'd like to proceed with cancellation, follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile avatar and select Billing. 3. Go to the Services tab. 4. Click the ⋮ (three-dot) menu on your plan and choose Cancel. 5. Complete the short cancellation flow — you'll be shown a confirmation/retention step with the discount offer. 6. Confirm your cancellation at the end of the flow. Once confirmed, your free trial will be cancelled and you will not be charged. You'll retain access to the platform until the end of your current trial period. ⚠️ Important Things to Know - Cancel before your trial ends to avoid being billed. Check your trial end date in your Billing settings. - After initiating a cancellation, you won't see a "7-day free trial" message at checkout — instead, you'll see a reactivation flow ("Select your plan to continue"). - Cancellation applies to your current plan only. Any add-on services may need to be cancelled separately. - If you change your mind after cancelling, you can reverse a pending cancellation from the same place by clicking Activate. 🛠️ Troubleshooting Cancellation Issues If you run into any problems during the cancellation flow — such as an error message, the discount offer not appearing, or the page not loading correctly — try the following: - Refresh the page and try again. - Clear your browser cache or switch to a different browser. - Make sure you're logged in to the correct account. If the issue persists, If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. ❓ Frequently Asked Questions Will I be charged if I cancel during my free trial? No. As long as you cancel before your trial period ends, you will not be charged. Can I get the 50% discount later if I cancel now? The retention discount is offered during the cancellation flow. If you've already cancelled, contact support via the chat widget to check whether the offer is still available. What happens to my data after I cancel? Your account data and projects stay on your account after cancellation and are available again when you resubscribe.

🚫 Cancel Your Trial and Remove Card

🚀 What This Article Covers If you signed up for a free trial and want to cancel before being charged—or if you've seen a message saying 'no cancellable subscription'—you're in the right place. This guide walks you through canceling your trial, removing your credit card, and what to expect afterward. 💡 Why You Might See 'No Cancellable Subscription' This message appears most often when your trial has not converted to a paid plan yet. In other words, the billing system does not see an active paid subscription to cancel because you are still within the free trial period. This is normal because the trial has not yet converted. However, the free trial is a 7-day Stripe subscription trial, and if you do not cancel before it ends, your plan will be charged automatically to the card on file when the trial ends. Follow the guidance below to manage your billing details. ⚙️ How to Check Your Trial Status Before canceling, confirm whether your account is on an active trial or a paid plan: 1. Log in to your Search Atlas account. 2. Go to your Profile avatar → Billing → Plans & Top-ups (Billing) to view your trial end date or current plan status. 3. If you see a trial end date, your account is still on the 7-day free trial. Note that if you do not cancel before the trial ends, you will be charged automatically to the card on file. If you do not see a trial banner and believe you have already been charged, reach out to our support team for assistance. 🛠️ How to Cancel Your Subscription or Trial You can cancel your subscription yourself from the dashboard: 1. Click your Profile avatar. 2. Go to Billing → Services. 3. Click the ⋮ (three-dot) menu on the plan and choose Cancel. 4. Review the confirmation/retention step, then confirm the cancellation. After cancelling, your access continues until the end of the current billing period—the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. If you receive the 'no cancellable subscription' message, this means there is no active paid subscription to cancel yet. Be aware that if you do not cancel before the 7-day trial ends, your plan will be charged automatically to the card on file. Contacting support is optional—not required—to cancel. 💳 How to Remove Your Credit Card If you added a credit card during signup and want to remove it, you can do so yourself from billing: 1. Click your Profile avatar. 2. Go to Billing → Plans & Top-ups tab. 3. Open the payment method section to view your saved cards. 4. Click Remove on the card you want to delete and confirm 'Yes, remove card'. You can also click Set as primary to change which card is used by default. Note: The Remove button only appears when you have more than one saved card. The last/only card on file cannot be removed this way. To replace your only card, first click Add Payment Method to add a new one, set it as primary, and then remove the old card. Alternatively, contact our support team and we can remove the only card for you. 📅 What Happens After You Cancel - Trial accounts: If you cancel before the 7-day trial ends, you will retain access until your trial end date and will not be charged. If you do not cancel, your plan will be charged automatically to the card on file when the trial ends. - Paid plans: If you had already been charged and cancel, your access will typically continue until the end of the current billing cycle. - Credit card removal: Once your card is removed, no future charges can be processed against that card. 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.

⏳ Check and Expedite Your Subscription Cancellation

🔍 Why Is My Cancellation Still Pending? After you request a subscription cancellation, the process does not always complete instantly. It is normal for a cancellation to show a pending status for a short period while the system finalises the request. In most cases, the cancellation completes automatically within a few hours — no action is required on your part. ⏱️ How Long Does a Cancellation Take? Cancellations are typically processed within a few hours of your request. If your cancellation has been pending for less than that window, please allow the process to complete on its own before reaching out for support. 🛠️ What to Do If Your Cancellation Is Taking Too Long If your cancellation has been pending for longer than expected and you need it resolved sooner, a member of our support team can manually expedite the process on your behalf. Here is what to do: 1. Open the Search Atlas platform and sign in to your account. 2. Locate the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Let the agent know your cancellation is pending and that you would like it expedited. 5. The agent will confirm your request and process the cancellation immediately. 📋 What Happens After Expedited Processing Once a support agent manually expedites your cancellation, you will receive confirmation that the process is complete. After cancellation, your access continues until the end of the current billing period, after which your subscription will be deactivated and you will no longer be billed going forward. If you have any outstanding invoices or active services, the agent can clarify the status of those during the same conversation. 💡 Tips to Avoid Confusion - A pending status does not mean your cancellation failed — it simply means it is still being processed. - You do not need to submit multiple cancellation requests. Doing so may cause delays. - If you change your mind before the cancellation is finalised, you can reverse it yourself from Profile avatar → Billing → Services, then use the ⋮ menu on the plan and select Activate. 💬 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.

💳 Billing Audits, Credits, and Subscription Cancellations

📋 Overview This article explains how to request a billing audit across multiple accounts, understand when service credits apply, and how to cancel a subscription so it reflects correctly across your dashboard. Following these steps will help you resolve billing questions quickly and avoid common pitfalls. 🔍 Reviewing Your Charge History If you need a summary of all charges over an extended period — for example, across two separate email accounts — there is no single self-serve export that consolidates billing from multiple accounts into one view. Here is what you can do: 1. Locate invoices per account. Log in to each account separately and navigate to your billing section to download individual invoices. Invoices are available for every billing cycle and include the charge date, amount, and plan details. 2. Note all relevant account emails. Before contacting support, write down every email address associated with your subscriptions. This speeds up the audit process significantly. 3. Request a consolidated summary. If you need a multi-month, multi-account breakdown in spreadsheet format, open the chat widget in the bottom-right corner of the platform and type human teammate. Provide your account email addresses and the date range you need (for example, 13 months). A team member will compile the full charge history for you. 💡 Understanding Service Credits Service credits may be issued when deliverables were produced but not fulfilled — for example, press releases that were written but never published, or cloud stacks that were created but not deployed. Credits are applied to your account balance and reduce future charges. What qualifies for a credit review: - Press releases written but not submitted or published - Cloud stacks built but not made live - Any other service unit delivered to Search Atlas but not completed on our end What does not qualify: - Deliverables that were published or deployed, even if results did not meet expectations - Services cancelled after work had already begun - Subscription fees for plan access (these are not refundable as credits) To request a credit review, open the chat widget in the bottom-right corner of the platform and type human teammate. Be ready to share the specific deliverable names, approximate dates, and the account email the charges appeared under. Our team will verify the records and apply any eligible credits promptly. 🚫 Cancelling a Subscription or Publication Cancelling a subscription — including individual publications or add-ons — must be processed correctly so the cancellation reflects across your dashboard, your billing record, and our internal systems. 1. Identify what you want to cancel. Know the exact subscription name or publication you wish to stop. If you have multiple accounts, confirm which account email it is linked to. 2. Submit the cancellation request. Open the chat widget in the bottom-right corner of the platform and type human teammate. State clearly: the account email, the subscription or publication name, and your requested cancellation date. 3. Confirm the cancellation date. Once processed, you will receive confirmation including the cancellation date and the name of the team member who actioned it. Keep this for your records. 4. Check your dashboard. After cancellation is confirmed, verify it shows correctly in your billing section. If the subscription still appears active, return to the chat widget and report it — our team will correct the status immediately. Important: Do not assume a cancellation is complete until you receive written confirmation from a team member. Requests made outside the platform chat (for example, verbally during a call) may not be logged automatically. ⚠️ Common Billing Issues to Watch For - Activity log shows wrong status. In some cases the activity log may display an active subscription as cancelled, or vice versa. This is a display issue — contact the team via the chat widget to confirm the true status. - Charges appearing on the wrong account. If you manage more than one account under different emails, ensure you are reviewing the correct account before raising a billing query. - Credits not yet visible. Credits are applied manually after verification. Allow up to one business day after confirmation before they appear in your account balance. 🛠️ Getting 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.

🔄 Cancel or Stay: Exploring Your Options Before You Go

🤔 Not Getting the Results You Expected? Before cancelling, it is worth spending a few minutes identifying what is not working. Many customers who feel the platform is not delivering results have not yet had a chance to explore the features most relevant to their goals — or have run into a setup issue that is easy to fix. This article walks you through both paths: how to troubleshoot low engagement and how to cancel if you decide to move on. 🧭 Step 1 — Identify Why Results Feel Disappointing The most common reasons customers feel they are not seeing value include: - Onboarding was not completed: Many core features — including keyword tracking, site audits, and content tools — require a project or domain to be set up first. If your workspace feels empty, this is likely the cause. - The wrong tools for your workflow: Search Atlas covers SEO, content, and backlink research. If you have only used one area, you may be missing the features best suited to your goals. - Expectations about timelines: SEO results take time to appear in rankings and traffic data. The platform surfaces insights and actions, but organic results typically build over weeks or months. - Not enough time to explore: If the product has been sitting unused, a guided session or a review of key features can change that quickly. If any of these sound familiar, continue to Step 2 before making a final decision. 🛠️ Step 2 — Quick Actions That May Change Your Experience Try one or more of the following before cancelling: 1. Complete your project setup: Go to your dashboard and confirm you have at least one active project with a domain connected. This unlocks rank tracking, site audit data, and content recommendations. 2. Book a free onboarding call: Search Atlas offers live onboarding support. Open the chat widget in the bottom-right corner of the platform and type onboarding to request a session with the team. 3. Review the Help Center: Browse articles covering the features you have not yet explored. Customers who use three or more tools in the platform report significantly higher satisfaction. 4. Ask for a workflow recommendation: If you are not sure where to start, our team can match you with the features that fit your specific goals — whether that is local SEO, content scaling, link building, or technical audits. 💬 Step 3 — Talk to a Human Teammate First If you are frustrated or feel the platform has not delivered, our team genuinely wants to hear that. We can review your account, identify gaps in setup or usage, and suggest a path forward — or help you understand whether the platform is the right fit. 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. ❌ Step 4 — How to Cancel Your Subscription If you have considered the options above and still wish to cancel, follow these steps: 1. Click your avatar in the top-right corner of the platform. 2. Select Billing from the dropdown menu (Billing is a separate item in the avatar dropdown, not nested under Settings). 3. On the Billing page, locate the Subscription section. 4. Select Cancel Subscription and follow the on-screen prompts to confirm. Your access will remain active until the end of your current billing period. You will not be charged again after cancellation is confirmed. 📋 What Happens After You Cancel - Your data and projects remain accessible until your billing period ends. - After the period ends, your account will be downgraded and active project data will no longer be available. - You can reactivate your subscription at any time by returning to the Billing section from the avatar dropdown. - If you believe you were charged in error or have a billing question related to your cancellation, open the chat widget and type human teammate for immediate support. 🔁 Changed Your Mind? Reactivating Is Easy Many customers who cancel return after exploring other tools or after their projects evolve. Your account is never permanently closed, and reactivating restores your previous plan options. Simply log back in and visit Avatar (top-right) → Billing → Plans & Top-ups (Billing) to choose a plan and reactivate at any time.

🔄 Reactivate Your Cancelled Subscription on Mobile

Overview If your Search Atlas subscription has been cancelled and you want to reactivate it, you may be able to do so from a mobile device by logging in through your mobile browser and navigating to your account's billing or subscription settings. Because the exact steps and button labels in the platform may vary, this article explains what to look for and how to get help if you cannot locate the reactivation option. Before You Begin - Account access required: You must be able to log in to your Search Atlas account. If you cannot log in, use the password reset option on the login screen first. - Billing permissions: Only the account owner or a user with billing permissions can reactivate a subscription. - Payment method: Make sure a valid payment method is saved on your account, or be ready to add one during reactivation. How to Reactivate from a Mobile Device 1. Open your preferred mobile browser (Safari, Chrome, etc.) and go to searchatlas.com. 2. Tap Sign In (Login Page) and enter your account credentials. 3. Once logged in, navigate to your account or billing settings area — look for a section related to your subscription or plan status. 4. Locate the option to reactivate or resume your cancelled plan. 5. Review any plan details, billing cycle, and pricing shown on screen before confirming. 6. Confirm your payment method or add a new one if prompted. 7. Complete the reactivation by following the on-screen confirmation steps. You should receive a confirmation once your plan has been successfully reactivated. If you do not see a reactivation option or the page does not behave as expected on mobile, try switching to desktop mode in your mobile browser settings, or access the platform from a desktop browser instead. Common Issues - Reactivation option not visible: Refresh the page or clear your browser cache. If the option still does not appear, your account may be in a different state — contact support for clarification. - Payment declined: Update your payment method in the billing settings area and try again. - Page not loading correctly on mobile: Try switching to a different browser or enabling desktop mode in your mobile browser settings. - No confirmation received: Check your spam or junk folder. If reactivation still appears incomplete, reach out to support with your account email and the date and time of your attempt. When to Contact Support If you are unable to locate the reactivation option, encounter an error, or are unsure which plan to reactivate, our team can assist you directly. Please have the following ready: your account email address, the approximate date your subscription was cancelled, and any error messages you have seen. 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 Repeated Cancellation or Payment-Failure Emails

🔍 What Is Happening? Some customers receive repeated emails warning of a failed payment or an upcoming account cancellation — even after successfully updating their payment method. In some cases, the subscription status inside the platform may also appear as Canceled despite the account being active or the card having been refreshed. These messages are caused by a known issue in our billing email system. Two specific problems have been identified and resolved: - Incorrect email subject lines: Voluntary cancellations were mistakenly sent an email with the subject "Subscription Charge Failure" instead of a standard cancellation confirmation. - Repeated failed-payment emails on active accounts: Some customers on active, paid plans received daily failed-payment warning emails even though their billing was fully up to date. Both issues have been fixed on our end. However, if you are still seeing these emails or an incorrect subscription status, the steps below will help you confirm your account is in good standing. ✅ Steps to Confirm Your Account Status 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right, select Billing, then go to Plans & Top-ups. 3. Check the Current Plan section. It should show your active subscription name and the next renewal date. 4. Confirm your saved payment method is listed correctly — cardholder name, last four digits, and expiry date should all match your updated card. 5. If the plan status shows Canceled or Free but you believe you should be on a paid plan, do not attempt to re-subscribe yet — contact support first (see below). 💳 Will I Be Charged Twice or Incorrectly? If your card update was processed successfully and your billing page shows an active plan, you will only be charged the standard amount for your subscription tier on your normal renewal date. No duplicate charges or catch-up payments are applied automatically. If you are unsure what amount you should be charged, your current plan price is displayed on the Billing page next to your subscription details. A full breakdown of plan pricing is also available on the Search Atlas pricing page. 📬 Why Am I Still Getting These Emails? Even though the underlying billing system issues have been resolved, a small number of customers may still receive stale automated emails that were queued before the fix was deployed. If you receive a warning email but your Billing page confirms your account is active and your card is saved correctly, you can safely disregard that message. If the emails continue for more than a few days after confirming your account is in good standing, please reach out to our team so we can remove you from any incorrect email sequences. ⚠️ My Subscription Shows Canceled — What Now? If your subscription status genuinely shows as Canceled or your account has been downgraded to the Free plan unexpectedly, take the following steps: 1. Do not re-subscribe through the pricing page without speaking to support first — doing so could create a duplicate subscription or charge you incorrectly. 2. Take a screenshot of your Billing page showing the current status. 3. Contact our support team immediately via the chat widget (see below). A teammate can restore your subscription, confirm any charges, and ensure your data and settings are preserved. 🛠️ Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Understand Charges After Downgrade or Cancellation

🔍 Why Did I Get Charged After Downgrading or Cancelling? If you recently downgraded your plan or cancelled your subscription and still received a charge, a few known billing scenarios may explain what happened: - Timing of the downgrade: If your downgrade was processed after your billing cycle had already renewed, the charge for the previous plan may have gone through before the change took effect. - Duplicate subscription: In rare cases, a plan change can create a second active subscription in our billing system, resulting in an unexpected charge. - Add-ons not cancelled separately: Some add-ons — such as OTTO top-up credits — may have a separate billing cycle from your main plan. Cancelling your core subscription does not always automatically cancel these add-ons. - Cancellation not fully processed: Occasionally, a cancellation request may not reflect immediately across all parts of the platform. If your dashboard still shows an active plan after you cancelled, the change may not have completed successfully. 📧 About Cancellation Confirmation Emails If you cancelled your plan and received a confusing confirmation email — for example, one with a subject line about a charge failure or unexpected wording about your plan status — this may be a display issue with the cancellation notification. The content of the email does not necessarily reflect the actual status of your account. To confirm your current plan and billing status, log in to your Search Atlas dashboard and check the Billing section. ✅ How to Verify Your Account Status 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Review your current plan, any active add-ons, and your next billing date. 4. If you see an active plan or add-on that should have been cancelled, note the details before contacting support. 💰 How to Request a Refund Search Atlas reviews refund requests on a case-by-case basis. If you were charged unexpectedly after a downgrade or cancellation, you may be eligible for a full or partial refund. To submit a refund request: 1. Gather the details of the charge — the amount, the date it appeared, and the payment method used. 2. Log in to Search Atlas and open the live chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Provide the charge details and explain what happened. Our team will investigate and confirm whether a refund is applicable. Refunds, when approved, are typically returned to your original payment method within 5–10 business days depending on your bank or card provider. 🛑 How to Confirm Your Cancellation Went Through To make sure your cancellation is fully processed and no future charges will occur: - Check your Billing page in the dashboard — your plan should show as cancelled or downgraded to Free. - Look for a cancellation confirmation email in your inbox. Keep in mind that the subject line or body of this email may occasionally contain incorrect wording; what matters is your in-dashboard status. - If your dashboard still shows an active paid plan after cancelling, contact our support team immediately so we can manually verify and correct your subscription status in the billing system. 🛠️ Still Seeing Unexpected Charges? If you continue to see charges after confirming your cancellation, or if you are unsure whether a specific add-on has been cancelled, do not wait for the next billing date — reach out right away so our team can stop any further charges and review your account. 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 Yearly Plan and Reverse Charges

🗓️ Understanding Your Yearly Subscription When you purchase a yearly plan, you are billed a single lump-sum payment that covers 12 months of access. The subscription renews automatically on the same date the following year unless you cancel before the renewal date. If you have recently purchased a yearly plan and want to cancel, acting quickly gives you the best chance of a favourable outcome. 🚫 How to Cancel Your Yearly Subscription Follow these steps to cancel your plan and stop any future automatic renewal: 1. Click your avatar in the top-right corner of the platform. 2. Select Billing from the dropdown menu. 3. Open the Plans & Top-ups tab. 4. Click Manage Subscription. 5. Follow the on-screen prompts to cancel your subscription. Once cancelled, your plan will not renew on the next billing date. You will retain access to the platform until the end of your current paid period. 🧾 Checking Your Invoices You can review all charges related to your account at any time: 1. Click your avatar in the top-right corner. 2. Select Billing, then open the Invoices tab. 3. Use the Type and Status filters to locate the specific charge you want to review. This page shows all historical invoices, including the date, amount, and payment status for each transaction. 💰 Refund and Invoice Reversal Eligibility Search Atlas evaluates refund and invoice reversal requests on a case-by-case basis. The following factors are typically considered: - Time since purchase: Requests made shortly after the billing date are more likely to be approved. - Platform usage: Minimal usage of features and credits during the billing period is taken into account. - Reason for cancellation: Clear, documented reasons help the team process your request faster. Refunds are not guaranteed simply because a yearly plan was purchased. However, if you paid recently and have used very little of the platform, our team will do their best to find a fair resolution. 📋 What to Prepare Before Contacting Support To speed up your request, have the following information ready when you reach out: - The exact date of your payment and the amount charged. - The email address associated with your Search Atlas account. - A brief explanation of why you are requesting a cancellation and refund. - Any relevant invoice numbers found in the Invoices tab. ⚠️ Important Things to Know - Cancelling your subscription stops future renewals but does not automatically trigger a refund for the current billing period. - A refund or invoice reversal must be explicitly requested through the support team — it is not processed automatically. - Credits, add-ons, or top-ups purchased separately from the main plan are subject to their own refund terms. - Once a refund is issued, access to your plan may be revoked before the original end date. 🛠️ Need Help With Your Cancellation or Refund? 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 Free Trial Before Getting Charged

🎯 What This Article Covers If you are currently on a free trial and want to cancel before you are billed, this guide explains what you need to do and what to expect when you cancel. ⚠️ The Key Distinction: Cancellation vs. Immediate Termination Before you cancel, it is important to understand what actually happens when you do: - Canceling your trial stops future billing. You will not be charged when the trial period ends. - Canceling does not necessarily cut off your access right away. Depending on your account, you may retain access until the trial expiry date. - After the trial ends, your account may be downgraded automatically. Once the trial expires, access to paid features may be removed. In short: canceling means no charge, and you may continue to use the platform until your trial runs out. 🪜 How to Cancel Your Free Trial 1. Log in to your Search Atlas account. 2. Navigate to your account's billing or subscription settings. 3. Locate your active trial plan and look for the option to cancel your trial or subscription. 4. Follow the on-screen prompts to complete the cancellation. 5. Look for a confirmation that your trial has been successfully canceled and that no payment will be taken. ✅ How to Confirm You Will Not Be Charged After completing the cancellation steps, verify the following to make sure everything went through correctly: - Your subscription status in your billing settings should reflect that the trial has been canceled. - There should be no upcoming charge shown on your account. - You may receive a cancellation confirmation email. If you do not receive one within a few minutes, check your spam folder. If your status still shows as active or you are unsure whether the cancellation was processed, do not wait — reach out for confirmation before your trial ends. ❓ Frequently Asked Questions - Will I lose access to Search Atlas the moment I cancel? Canceling your trial is intended to prevent the charge from occurring. Access behavior after cancellation may vary — check your account status after canceling. - Do I need to remove my payment method to avoid being charged? Canceling the trial is the recommended step to prevent billing. If you have concerns about a stored payment method, you can review your billing settings or contact support for confirmation. 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 KW Top-Off Charges and Reallocate to HPD

Overview If you've been using keyword (KW) top-offs to supplement your monthly keyword quota and now want to redirect that spend toward your Human Proofreading & Delivery (HPD) allowance, this article explains how to approach canceling the recurring KW top-off charge and reallocating your quota budget to HPD. Because the exact names of buttons and menu items in the billing interface may vary depending on your plan and account configuration, the steps below describe the general workflow. If you cannot locate a specific option, our support team can complete these changes on your behalf. Before You Start - Make sure you have sufficient account permissions to modify billing settings and add-ons before attempting these changes. - Canceling a recurring add-on charge stops future renewals — credits already applied to your account in the current cycle are not removed. Step 1 — Cancel the Recurring KW Top-Off Charge 1. Log in to your Search Atlas account and navigate to Billing by clicking your avatar in the top-right (Account Menu) and selecting Billing (Billing is a separate item from Settings in the avatar dropdown). 2. Look for a section listing your active add-ons or recurring charges. 3. Locate the keyword top-off add-on and look for an option to cancel or manage that recurring charge. 4. Follow the on-screen prompts to confirm the cancellation. Future renewals of this charge will stop; your current cycle's credits remain available until the period ends. Step 2 — Reallocate Budget to HPD Once you have canceled the KW top-off, you can apply the equivalent budget toward HPD by adding or adjusting an HPD-related add-on or quota option within the same billing or subscription settings area. 1. In your billing or subscription settings, look for an option to add or adjust add-ons. 2. Find the HPD-related option and select the quantity or tier that matches the budget you freed up from the KW top-off. 3. Follow the on-screen prompts to confirm your selection. If you want the new HPD allocation to renew automatically, look for a recurring billing option before confirming. If you are unable to locate the correct options in your account or encounter any issues completing these steps, our support team can make these adjustments directly on your account. 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 Site Issues Before Cancelling Your Subscription

🔍 Understanding the Problem If you believe Search Atlas is causing issues on your website — such as broken layouts, slow load times, or script conflicts — there are several quick steps you can take to identify and fix the problem before cancelling your subscription. In most cases, technical conflicts can be resolved without losing access to your SEO tools and data. ⚙️ Step 1: Isolate the Issue Before assuming Search Atlas is the root cause, rule out other variables: - Check recent changes: Did the issue start after installing a plugin, updating a theme, or making code changes on your site? - Test in a different browser: Open your site in an incognito window or a different browser to rule out cache or extension conflicts. - Disable other plugins temporarily: If you run WordPress or a similar CMS, deactivate other plugins one at a time to identify any conflict. - Clear your site cache: A stale cache can cause display issues unrelated to Search Atlas. 🤖 Step 2: Review Your OTTO SEO Settings If you are using the OTTO SEO automation feature, some on-page optimisations or injected code may interact with your site's existing structure. To review or pause OTTO's activity: 1. Log in to your Search Atlas account. 2. In the left sidebar, click OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3). 3. Locate the OTTO SEO panel and toggle off any active automations you want to pause. 4. Reload your website and check whether the issue persists. Pausing OTTO SEO automations does not cancel your subscription — it simply stops automated changes from being applied to your site while you investigate. 🔗 Step 3: Check Tracking Scripts and Integrations Search Atlas may use lightweight tracking scripts to gather analytics. If these conflict with another tool on your site: - Check your website's header and footer for duplicate or conflicting scripts from other SEO or analytics tools. - If you added a Search Atlas tracking pixel or code snippet manually, verify it was placed correctly and is not duplicated. - Use a tool like Google PageSpeed Insights or your browser's developer console to identify specific script errors. 💾 Step 4: Back Up Your Data Before Any Action If you are considering cancellation, keep in mind that cancelling your subscription will remove access to your projects, keyword data, reports, and SEO history. Before taking any action: - Export any reports or keyword lists you want to keep. - Take screenshots or download CSVs of important campaign data. - Note any OTTO SEO changes applied to your site so you can review or revert them manually if needed. 🚀 Step 5: Get Help from the Support Team Our support team can investigate technical conflicts with you directly and help find a solution — often much faster than starting over with a new tool. Many site-breaking issues reported by customers have been resolved without any subscription changes. 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 reach out, please share: - A description of the issue and when it started. - Your website URL and CMS platform (e.g. WordPress, Shopify). - Any error messages or console errors you have seen. - A list of other plugins or tools currently active on your site. ❌ If You Still Need to Cancel If you have followed the steps above and still wish to cancel, you can manage your subscription from your account settings. Go to your account profile in the top-right corner, select Billing, and follow the cancellation steps. Please note that cancellations take effect at the end of your current billing period and data cannot be recovered afterwards.

VIP Hub Subscription Cancelled Message Display Bug

What Is This Issue? Some customers accessing the VIP Hub are seeing a message that states their subscription has been cancelled, even though their account may be fully active. This is a known display error within the VIP Hub interface — your subscription may not have actually been cancelled. This article explains what is known about this issue and how to get it resolved quickly. What We Know Our team has identified a subscription cancellation display error occurring within the VIP Hub. The error causes a cancellation message to appear incorrectly for some users. Because this is a display-level issue, the message you see in the VIP Hub may not reflect the true status of your account. Steps to Resolve the Display Error Because this is a display-level bug, the recommended step is to reach out to our support team so they can verify your actual account status and confirm whether your subscription is still active. Do not take any account actions (such as re-subscribing or making payments) based solely on this message before speaking with support. What to Have Ready When You Contact Support To help our team resolve this as quickly as possible, please have the following information ready before reaching out: - Your account email address or username. - The exact wording of the cancellation message you are seeing. - Confirmation of which hub you were accessing (e.g. VIP Hub). - The date and approximate time you first noticed the message. - Any recent account activity you are aware of, such as a plan change, renewal, or payment. 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 Cancellation Not Working? Here's Why

🔍 Overview Some customers have reported that after completing the cancellation flow, their account remains active and their subscription has not been cancelled. This article explains why this happens and what you can do right now. ⚙️ Why Is This Happening? This issue is caused by a backend API sync problem between our billing system and your account status. Specifically: - The cancellation request is submitted. - However, a background sync between the billing API and your account fails silently. - As a result, the cancellation is not fully recorded, and your subscription remains active. This means you may believe your cancellation was successful, but your account and billing status do not reflect it. This is not caused by anything you did incorrectly. Our engineering team has identified this as a backend API sync issue. 🚨 What You Should Not Do We strongly advise against the following until the issue is resolved by our team: - Do not attempt to cancel multiple times in quick succession. Repeated cancellation attempts do not resolve the underlying sync failure and may complicate the process of correcting your account. - Do not dispute the charge with your bank or card provider before contacting our support team. We can resolve this directly and quickly. ✅ What You Should Do Instead Follow these steps to get your cancellation processed correctly: 1. Note the date and time of each cancellation attempt you made, as well as any messages or confirmations you received. This information helps our team investigate faster. 2. Check your account status and note whether your subscription still appears active. 3. Contact our support team immediately. Our team can manually trigger the cancellation on the backend and ensure your billing is updated correctly. 📋 Information to Have Ready When you contact support, please have the following details ready to speed up the resolution: - Your registered email address. - The date(s) and approximate time(s) of your cancellation attempts. - The plan name shown on your account. - Whether you received any on-screen confirmation, and how many times you attempted to cancel. - Your billing method. 💡 What Happens After You Contact Us Once our team is notified, here is what to expect: - A support agent will verify your account and cancellation attempts. - The cancellation will be manually processed on the backend. - You will receive confirmation once your subscription has been successfully cancelled and your billing status has been updated. 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 Hidden Cancel or Downgrade Options in Billing

🔍 Overview Some customers have reported that the cancel or downgrade options are not visible inside the Billing tab, even when there are no past-due payments on the account. This is a known UI bug where the subscription cancellation area has a hidden dropdown menu, making the options appear unavailable even though they are still present in the interface. ⚙️ What Causes This Issue Due to a UI rendering bug, the dropdown menu in the subscription cancellation area can become hidden or difficult to interact with, making cancellation and downgrade options appear inaccessible. 🖥️ What to Do If This Happens Because this is a known UI bug, the most reliable path to resolving it is to contact our support team directly. When escalating, please have the following ready: - Your account email address - The browser and device you are using - A screenshot or description of what the Billing tab looks like on your screen This information will allow our team to identify the issue quickly and assist you with accessing your cancellation or downgrade options. 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.

Verify Your Subscription Cancellation Is Complete

🔍 Why Cancellation Confirmation Matters Submitting a cancellation request does not always feel final. You may be unsure whether your plan, your Top-Up, or both have been fully processed. This article explains how to verify your cancellation status and what to do if anything still appears active. 📋 What Gets Cancelled A full cancellation on your Search Atlas account typically covers two separate items: - Your subscription plan — the recurring monthly or annual billing for your Search Atlas tier. - Any active Top-Ups — additional usage credits billed separately from your main plan. Both must be cancelled independently. Confirming only one does not guarantee the other has stopped. 🗂️ How to Check Your Cancellation Status To verify whether your cancellation has been fully processed, review the billing section of your account and look for the current status of your subscription plan and any Top-Ups. If both your plan and any Top-Ups show as cancelled or inactive, your cancellation has been fully processed. If you are unsure where to find this information or the status is unclear, contact our support team directly. An agent can verify and confirm the cancellation on the backend — exactly as our team does when resolving these cases. ⚠️ What to Do If Something Still Appears Active If your plan or a Top-Up still shows as active after you initiated a cancellation request, do not submit a new cancellation request right away. Duplicate requests can complicate your billing record. Instead, reach out to our support team so an agent can check the status and confirm the cancellation on the backend. Our team handles these verifications directly and can resolve any discrepancy quickly. 💡 Tips for a Clean Cancellation - Check both your subscription plan status and any Top-Up status after any cancellation action — both must be cancelled independently. - Keep a record or screenshot of any cancellation confirmation you receive, in case you need to reference it later. - If you cancelled close to your renewal date, your access may continue until the end of the current billing period — this is expected and does not mean the cancellation failed. 💬 Still Need Confirmation? If you have reviewed your account and are still unsure whether your cancellation is complete, our team can verify this directly on the backend. 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 Free Trial Subscription

If you started a 7-day free trial and want to cancel before being charged, this guide walks you through the cancellation process and helps you resolve any errors that may occur. 📋 Steps to Cancel Your Free Trial To cancel your free trial before it converts to a paid subscription, follow these steps: 1. Click your avatar in the top-right corner of the platform. 2. Select Settings from the dropdown menu. 3. Navigate to the Billing or Subscription section. 4. Click Cancel Subscription or Cancel Trial. 5. Follow the on-screen prompts to confirm your cancellation. 6. Look for a confirmation message or email verifying the cancellation was processed. Once cancelled, you will retain access to paid features until the end of your 7-day trial period. After that, your account will revert to a free plan. ⚠️ Common Cancellation Errors Sometimes a cancellation may appear to go through but does not actually process. Here are signs that your cancellation may not have completed successfully: - No confirmation message appeared after you clicked cancel. - The subscription status still shows Active after refreshing the page. - You received an error message during the cancellation flow. - The cancellation page froze or became unresponsive. - You did not receive a cancellation confirmation email. If any of these situations occur, your trial may still be active and you could be charged when the trial period ends. 🛠️ What to Do If Cancellation Fails If your cancellation did not go through, take these steps right away: 1. Refresh your browser and repeat the cancellation steps listed above. 2. Try using a different browser or an incognito/private window. 3. Clear your browser cache and cookies, then attempt cancellation again. 4. Check whether you received a cancellation confirmation email (be sure to check your spam or junk folder). If the cancellation still does not process, contact our team immediately so we can cancel it on your behalf before the trial period ends. 💡 Important Things to Know - Cancel anytime during the trial: You will not be charged if you cancel before the 7-day trial period expires. - Access continues until trial ends: Cancelling does not remove your access immediately. You keep paid features until day seven. - Check your email: A cancellation confirmation email is the best proof that your cancellation was processed. - Reach out early: If you notice an issue, contact us as soon as possible. The closer you are to the trial end date, the more urgent it is to get help. 💬 Still Having Trouble? 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. Our team can verify your cancellation status and process it manually if needed. Be sure to reach out before your 7-day trial ends to avoid being charged.

🚫 Cancel Your Trial and Understand Plan Features

🔍 Overview This article covers two common situations: cancelling your Search Atlas free trial and understanding which features are available on your current plan. If you also ran into an issue with the OTTO SEO WordPress plugin, we address that too. 📋 What Happens When You Cancel a Trial If you are currently on a free trial, you can cancel at any time without being charged. Here is what to expect: - No immediate lock-out: After cancelling, you retain access to your account and its data until the end of your trial period. You will not be cut off the moment you hit cancel. - No charge: As long as you cancel before the trial period ends, your payment method will not be billed. - Data retention: Your projects, reports, and settings are saved. If you decide to resubscribe later, your work will still be there. 🛠️ How to Cancel Your Trial 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing → Plans & Top-ups. 3. Locate your active trial plan and click Manage Subscription. 4. Follow the on-screen prompts to confirm cancellation. 5. You will receive a confirmation message once the cancellation is processed. If you do not see a cancellation option or encounter an error during the process, 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. 📊 Understanding Plan Feature Limitations Search Atlas offers several plan tiers, and not all features are available on every plan — including the Starter plan. If you find that a feature you need is locked or unavailable, here is how to check your options: - Review your current plan: Go to your avatar in the top-right corner and select Billing to see which features are included in your plan. - Compare plans: Visit the Pricing page from within the platform or at searchatlas.com to compare feature availability across plans. - Upgrade your plan: If a feature you need is on a higher tier, you can upgrade directly from the Billing page (accessed via the top-right avatar menu). Upgrades take effect immediately. - Missing feature on all plans: If the feature you need does not appear on any plan, our team wants to hear about it. Reach out via the chat widget so we can log your feedback. ⚙️ OTTO SEO Plugin Issue on WordPress Some users have reported that installing the OTTO SEO WordPress plugin caused unexpected behaviour in their WordPress dashboard. Here is what you should know: - Your Search Atlas account is not affected: A plugin conflict on your WordPress site does not impact your Search Atlas account, your data, or your ability to use the platform. - Deactivate the plugin first: If your WordPress dashboard is broken, log in to WordPress, navigate to Plugins, and deactivate the OTTO SEO plugin. This should restore your dashboard immediately. - Troubleshoot the conflict: Plugin conflicts are often caused by theme or other plugin incompatibilities. Re-activate plugins one at a time to identify the conflict. - Reinstall safely: Once you have identified and resolved the conflict, you can reinstall or reactivate OTTO SEO. If deactivating the plugin does not restore your WordPress dashboard, the issue may be related to your hosting environment or another plugin. 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 for further guidance. 💡 Frequently Asked Questions - Will I lose my data if I cancel my trial? No. Your account data is retained. If you return and resubscribe, everything will be where you left it. - Can I switch plans instead of cancelling? Yes. You can upgrade or change your plan at any time from the Billing page (top-right avatar menu → Billing) without cancelling your account. - I was charged unexpectedly after cancelling. What do I do? This can occasionally occur due to a timing issue. 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 who can review your billing and resolve it quickly. - Can I get a custom deal as a trial user? Custom pricing arrangements are handled on a case-by-case basis. Reach out via the chat widget to discuss your needs. 🆘 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Fix Subscription Cancellation and Billing Errors

🔍 Overview Some customers encounter an error when trying to cancel their subscription that reads something like "no cancellable products found." This is typically caused by a billing system conflict — for example, a failed payment on a secondary charge (such as a top-up or add-on) that interferes with your main subscription status. This article explains why it happens and what to do. ⚠️ Why This Happens Search Atlas uses a billing system that manages multiple types of charges: your core subscription, add-ons, and top-up credits. In certain edge cases, the following issues can cause cancellation to fail: - A failed payment on a top-up or add-on invoice places your account in an inconsistent state, making the system unable to identify a cancellable product. - Stale or unresolved invoices — sometimes an old unpaid invoice lingers in the system and triggers false billing alerts or blocks account actions. - Billing provider mismatches — if your subscription was processed through a third-party provider (such as Shopify), the cancellation path may differ from standard subscriptions and require manual handling. - Incorrect dunning or cancellation emails — you may have received a cancellation or payment failure notice even though your main subscription is healthy. This is a known billing edge case that our team has resolved at the system level. ✅ What to Do If Cancellation Fails 1. Do not attempt to cancel multiple times. Repeated attempts will not resolve the underlying billing conflict and may complicate the process further. 2. Check your email for any recent invoices or payment failure notices from Search Atlas. Note the invoice number or date if one is visible — this helps our team locate the issue faster. 3. Contact our support team (see below). Our team has the tools to manually resolve billing conflicts, clear stale invoices, and process your cancellation correctly. 📋 Information to Have Ready When you contact support, having the following details available will help us resolve your request as quickly as possible: - The exact error message you see when attempting to cancel - The email address associated with your Search Atlas account - Any invoice numbers or payment failure emails you have received - Whether you signed up directly through Search Atlas or via a third-party platform (e.g., Shopify) 💡 Common Scenarios and Resolutions Scenario 1 — "No cancellable products" error: This usually means a billing conflict is blocking the cancellation. Our support team can identify and resolve the conflict manually and process your cancellation on your behalf. Scenario 2 — Received a cancellation or payment failure email unexpectedly: This is a known billing edge case. Your main subscription may still be active and healthy. Contact our support team so we can verify your account status and correct any erroneous records. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Fix Subscription Cancellation and Failed Payment Loops

🔍 Overview Some customers encounter a situation where they try to cancel their subscription but receive a message stating there are no cancellable products, while the platform continues to attempt charging a payment method that has already failed. This article explains why this can happen and what to have ready when contacting our team for resolution. ⚠️ Why This Happens This issue can occur when there is a conflict between your subscription status and a failed payment. When a payment is declined, the subscription may enter an intermediate state in which the cancellation flow does not detect an eligible product to cancel, returning a "no cancellable products" error, while payment attempts continue. Because this involves the underlying billing and subscription system, it typically requires direct action by our support team to resolve. 🚫 What Not To Do - Do not attempt to cancel multiple times in quick succession. Repeated cancellation attempts in this state can cause your subscription record to fall further out of sync. - Do not remove your payment method while a retry is pending. This may interfere with any pending payment processing and could prolong the issue. - Do not create a new account to work around the issue — your data, credits, and OTTO quotas are tied to your existing account. 📋 What to Have Ready When You Escalate Because this issue requires our team to act on your account directly, please have the following information available when you reach out: - The exact error message you see when attempting to cancel (e.g., "no cancellable products" or any other on-screen text) - Your account email address and any associated workspace or project name - The date and time you first encountered the issue - Whether you have received any failed payment notification emails, and approximately when - The current subscription or plan name shown in your account Having these details ready will allow our team to locate your billing record and resolve the loop as quickly as possible. 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.

💳 Transfer Hyperdrive Credits and Cancel Duplicate Subscriptions

📋 Overview If you have two Search Atlas accounts and want to consolidate them — for example, moving Hyperdrive credits from an old account to a primary one and cancelling the duplicate subscription — our support team can handle this for you. This article explains what information to prepare and what to expect during the process. 💡 What Is a Hyperdrive Credit Transfer? Hyperdrive credits (HDC) are purchased credits used to power AI-driven SEO tasks inside Search Atlas. Credits are tied to the account they were purchased under and require our support team to manually transfer a balance from one account to another upon request. Important: Credits must still be active and unused on the source account at the time of transfer. Expired or consumed credits cannot be recovered or moved. 🔍 When Should You Request a Transfer? - You accidentally created a second account and want to consolidate credits into your primary account. - A team member's account holds credits that should belong to the organisation's main account. - You signed up under a personal email and are migrating to a business email account. - You have a duplicate subscription that is billing you unnecessarily. ⚙️ What to Prepare Before Contacting Support To process your request quickly, have the following details ready: 1. Source account email — the account currently holding the Hyperdrive credits (e.g. the account you want to close). 2. Destination account email — the account that should receive the credits. 3. Number of credits to transfer — confirm the current credit balance on the source account before reaching out. 4. Cancellation confirmation — let the team know whether you also want the source account subscription cancelled so it does not renew. 🚀 How the Transfer Process Works 1. Contact our support team with your request (see below). 2. Provide the source account email, destination account email, credit amount, and whether you want the source account cancelled. 3. Our team will verify ownership of both accounts for security purposes. 4. Credits are manually applied to the destination account by our team. 5. If requested, the source account subscription is cancelled so it will not renew at the next billing date. 6. You will receive confirmation once the transfer is complete. ⚠️ Important Things to Know - Ownership verification is required. You must have authorised access to both accounts to request a transfer. - This is a backend action. Credit transfers and subscription cancellations cannot be self-served through the platform — they require our team to action manually. - Double-check your credit balance on the source account before reaching out, so the team can process your request without 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.

🚫 Cancel Your Search Atlas Subscription Explained

🔍 Overview Cancelling your Search Atlas subscription does not cut off your access immediately. You keep full access to the platform until the end of your current billing period. This article explains what that means and clarifies the difference between a billing date and a renewal date. 📅 Billing Date vs. Renewal Date: What's the Difference? These two terms are often used interchangeably, but they refer to different moments in your subscription cycle. Understanding the distinction will help you plan your cancellation with confidence. - Billing date: The date your payment was successfully processed. This is when your current subscription period officially began and when your account was charged. - Renewal date: The date your subscription is scheduled to automatically renew for the next period. This is also the date your next charge would occur if you do not cancel. In most cases, your renewal date falls on the same calendar date each month or year as your original billing date. When customers ask whether they can use Search Atlas "up to the renewal date" after cancelling, the answer is yes. Your renewal date and the end of your current billing period are the same point in time. Cancelling stops the next renewal from happening, but you retain full access until that date arrives. 💡 A Clear Example Here is a simple example to illustrate the timeline: - You subscribed on March 5. That is your billing date — your card was charged and your billing period began. - Your subscription is set to renew on April 5. That is your renewal date — the next scheduled charge. - You decide to cancel on March 20. - Your cancellation takes effect immediately, meaning no future charges will occur. - You retain full access to Search Atlas through your renewal date. On that date, your account will downgrade or deactivate since no renewal payment is made. In short: cancelling prevents future billing, but does not forfeit the access you have already paid for. 🚫 How to Cancel Your Subscription To cancel your subscription, log in to your Search Atlas account and navigate to your account's billing or subscription settings. Look for the option to cancel your current plan and follow the on-screen prompts to confirm. Once the cancellation is processed, you should receive a confirmation. If you are unable to locate the cancellation option or need help completing the process, please reach out to our support team for step-by-step guidance. ✅ What You Can Still Do After Cancelling Until your renewal date arrives, you retain full access to all features included in your current plan. You can continue running projects, exporting data, and using any tools available under your subscription tier. N If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

❌ How to Cancel Your Search Atlas Subscription

🗒️ Overview If you need to cancel your Search Atlas subscription, you can do so directly through the platform. Cancellation takes effect at the end of your current billing period, so you will retain access to your plan features until that date. 🛠️ Before You Cancel Please consider the following before proceeding: - Access continues until the billing period ends. You will not lose access immediately after canceling. - Data may be lost. Projects, tracked keywords, and saved reports may be removed once your account downgrades. Export any data you want to keep beforehand. - Cancellation is reversible. A pending cancellation can be reversed from the same place by selecting Activate. 📋 How to Cancel Your Subscription 1. Log in to your Search Atlas account. 2. Click on your profile icon or account name in the top-right corner of the platform. 3. Select Billing or Subscription from the dropdown menu. 4. Go to the Services tab 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 your cancellation. 7. Your subscription will show as pending cancellation and will remain active until the end of your billing cycle. ✅ What Happens After You Cancel - Your plan status will show as pending cancellation until the billing period ends. - Once the period ends, your account will be downgraded and paid features will no longer be available. - You can reverse a pending cancellation from the same place by selecting Activate, or reactivate later by returning to the Billing section and selecting a new plan. ⚠️ Troubleshooting Common Issues If you experience any of the following, contact our support team using the instructions at the bottom of this article: - The Cancel Subscription button is missing or greyed out. - Your account still shows as active after the billing period has ended. - You were charged after canceling. - Your plan is showing as pending cancellation but you cannot reactivate or select a new plan. 💬 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. Additional Notes Check the email address associated with your account — you should receive a cancellation confirmation email shortly after the request is processed. Immediate Cancellation Requests: If you need your subscription cancelled immediately rather than at end of billing period, support can process this. Also: cancelling subscription does not automatically delete your account — a separate formal account deletion request must be submitted to support; deletion is irreversible.

💳 Cancel One of Two Search Atlas Plans

🗺️ Overview If you manage more than one Search Atlas subscription — for example, separate accounts for different brands or projects — you can cancel one plan without affecting the other. This article walks you through how to do that and what to try if the billing page does not load. ⚠️ Before You Cancel Take a moment to confirm the following before proceeding: - You are logged into the correct account. Each Search Atlas subscription is tied to a specific login. Make sure you are signed in to the account you want to cancel — not the one you want to keep. - Your billing cycle end date. Cancellations take effect at the end of the current billing period. You will not lose access immediately. - Any data you need to export. Projects, reports, and keyword lists associated with the cancelled account will no longer be accessible after the period ends. 🪜 How to Cancel a Specific Plan 1. Log in to the account you want to cancel. If you use the same email for both subscriptions, check which workspace or account name is shown in the top navigation. Switch accounts if needed before continuing. 2. Go to the Billing page. Click your avatar in the top-right, select Billing, then open Plans & Top-ups. 3. Locate your active subscription. You will see your current plan name, renewal date, and payment details listed here. 4. Click Manage Subscription. Follow the on-screen prompts to confirm the cancellation. You may be asked to select a reason — this step is optional. 5. Check for a confirmation email. A cancellation confirmation is sent to the email address linked to that account. If you do not see it within a few minutes, check your spam folder. Your other Search Atlas account — the one you want to keep — is completely unaffected by this process. Each subscription is managed independently. 🔄 If the Billing Page Does Not Load Some customers have reported that the Billing page fails to load or appears blank. Try the following steps to resolve this: - Hard-refresh the page. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to clear the cached version of the page. - Clear your browser cache and cookies, then reload the platform. - Try a different browser. Chrome, Firefox, and Edge are all supported. If one browser is not working, switch to another. - Disable browser extensions. Ad blockers and privacy extensions can sometimes interfere with billing page rendering. Try disabling them temporarily. - Check your internet connection. A slow or interrupted connection can prevent the billing page from fully loading. If none of the above steps resolve the issue, do not attempt to cancel multiple times or re-enter payment details. Contact the support team directly using the method below. 📋 What Happens After Cancellation - Your cancelled plan remains active until the end of the current billing period. - No further charges are made to your payment method for the cancelled plan. - Your remaining active plan continues without interruption. - If your cancellation shows a pending cancellation status rather than confirming immediately, this is normal — it means the cancellation is scheduled for your next renewal date. 💬 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.

⏱️ How to Cancel Your Trial Subscription Before It Ends

💡 Overview Search Atlas offers a 7-day trial period so you can explore the platform before committing to a paid plan. If you decide the platform isn't the right fit, you can cancel your trial subscription at any time before the trial period ends to avoid being charged. This article walks you through the exact steps to do so. 🗓️ Understanding the Trial Period Your trial period begins the moment you sign up and lasts for 7 calendar days. If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan and your payment method on file will be charged. To avoid this, make sure to complete the cancellation steps below with time to spare. ✅ Steps to Cancel Your Trial Subscription 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing to open the Billing page. 3. Locate your current subscription or plan details within the Billing section. 4. Select the option to manage or cancel your subscription. 5. Follow the prompts to cancel your trial subscription. 6. Confirm the cancellation when prompted. Once canceled, you will receive a confirmation that your subscription has been stopped and your card will not be charged, provided the cancellation was completed before the 7-day trial period ended. 🔍 Verifying Your Cancellation After canceling, you can confirm the status of your subscription by returning to the Billing section of your account. Check that your subscription is shown as canceled or inactive to ensure the process completed successfully. ⚠️ Important Notes - Cancellations must be completed before the 7-day trial period expires to avoid being charged. - Once a trial converts to a paid subscription, standard cancellation and refund policies apply instead of the trial cancellation process. - If you accidentally cancel and want to reactivate your trial or subscription, you can do so from within the Billing section of your account, or reach out to our support team for assistance. - Cancellation requests are synced with our billing provider, so changes may take a few minutes to reflect across the platform. 🙋 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.

🚫 Cancel Your Search Atlas Subscription

🔍 Overview If you want to cancel your Search Atlas subscription, you can do it yourself directly from your dashboard. Contacting support is optional, not required. 📋 Before You Cancel Keep the following in mind before proceeding: - Cancellation typically takes effect at the end of your current billing period. You will retain access to the platform until that date. - Any active projects, reports, or saved data may become inaccessible after the subscription ends. - If you are unsure whether cancellation is the right choice, consider reaching out to our team first — we may be able to help with your concerns. 🪜 How to Cancel To cancel your Search Atlas subscription from the dashboard: 1. Click your Profile avatar 2. Go to Billing → Services 3. Click the ⋮ (three-dot) menu on the plan you want to cancel 4. Select Cancel 5. Complete the confirmation/retention step, then the final confirmation After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. ⚠️ Things to Keep in Mind - Account ownership: Cancellation should be performed by the primary account holder. If you are a team member or sub-user, please ask the account owner to cancel. - Timing: Cancel as early as possible before your next billing date to avoid being charged for an additional cycle. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Disputing Charges After Plan Cancellation

🔍 Overview If you cancelled your Search Atlas subscription and still received charges after your cancellation date, you are not alone. A small number of customers were affected by a billing system issue that, in some cases, continued charging accounts after a valid cancellation was confirmed. This article explains what happened, how to verify your situation, and the steps to request a full refund. ⚠️ Why Post-Cancellation Charges Can Occur Our engineering team identified and resolved several billing-related issues that could cause charges to continue after cancellation. These include: - Duplicate subscriptions: In certain cases, a second subscription was created in our billing system alongside the original cancelled one, causing ongoing charges to resume. - Re-checkout on a past-due account: Customers who attempted to reactivate or re-enter checkout while their account was in a past-due state sometimes had a second active subscription created in error. - Stripe account sync issues: A known discrepancy between internal account records and Stripe meant that cancellations were not always fully reflected in the payment processor, resulting in continued billing. - Billing migration side effects: During a platform billing migration, a small number of add-ons and base plans were incorrectly re-activated. All of the above root causes have been identified and resolved by our engineering team. If you were affected, any charges made after your confirmed cancellation date are eligible for a full refund. ✅ How to Confirm You Were Affected Before reaching out, gather the following information to help our team process your refund quickly: 1. Locate your cancellation confirmation email from Search Atlas. This confirms the date your plan was officially cancelled. 2. Check your bank or credit card statement for any Search Atlas charges made on or after your cancellation date. Note each charge amount and date. 3. Log in to your Search Atlas account and navigate to the top-right avatar menu → Billing (Invoices tab) to review your invoice history. If charges appear there that post-date your cancellation, this confirms the discrepancy. If you have a cancellation confirmation and one or more charges occurred after that date, you are entitled to a refund for those amounts. 💰 What You Can Expect in a Refund Our team will review all charges made after your confirmed cancellation date and issue a full refund for each one. Refunds are returned to the original payment method used at the time of billing. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider. If multiple charges occurred across several billing cycles (for example, on consecutive months), each charge will be individually reviewed and refunded where applicable. 🛠️ How to Request Your Refund 1. Gather your cancellation confirmation and a list of the disputed charges (dates and amounts). 2. Log in to your Search Atlas account. 3. 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. 4. Share your cancellation confirmation date and the charge details. Our team will verify the billing records and initiate the refund on your behalf. Having your charge dates and amounts ready will significantly speed up the resolution process. 🔒 How We Have Fixed This Our engineering team has deployed hotfixes and live remediations to address all identified billing issues. Specifically: - Duplicate subscription creation during re-checkout flows has been patched. - Stripe account synchronisation has been corrected to ensure cancellations are fully reflected in the payment processor. - Safeguards have been added to prevent billing migration events from re-activating cancelled plans or add-ons. We sincerely apologise for any inconvenience caused. Protecting the accuracy of your billing is a top priority, and we are committed to making this right for every affected customer. ❓ Still Have Questions? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Additional Notes 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 but are typically eligible for a refund. End-of-cycle billing: charges for a period already begun before cancellation; cancellation timing near renewal date; add-on/top-up charges (e.g. OTTO credits) on separate billing triggers; multiple payment methods (e.g. Shopify integration + credit card) causing charges on both sources. Stacked recurring top-ups, old payment method still active after migration, and refund issued without subscription cancellation (allowing charge to recur next billing period). Also: gather invoice numbers (e.g. LENSRESR-0004), card last four digits, and any chat transcript/reference number confirming billing would stop. OTTO add-on or top-up still active: Canceling your main plan does not always automatically stop an active OTTO top-up, which may continue charging monthly until explicitly removed. Also: confusing cancellation confirmation email with charge failure/downgrade-to-Free subject line is a known labeling issue and does not mean cancellation failed. Explicitly request that the support agent: (1) void any invoices charged after your cancellation date. Also clarifies that email-based cancellation requests may not be directly linked to the billing system and require internal processing to fully take effect.

💳 Understanding Charges After Plan Cancellation

🔍 Why You May See a Charge After Cancelling If you cancelled your Search Atlas subscription but still received a charge, this can feel frustrating and confusing. There are a few common reasons this happens, and in most cases the issue can be identified and resolved quickly. - End-of-cycle billing: Search Atlas subscriptions are billed at the start of each billing cycle. If your cancellation was processed after a new cycle had already begun, a charge for that period may have been applied before the cancellation took effect. - Cancellation timing: A cancellation request submitted close to your renewal date may not prevent the charge if the payment was already queued or processed by our payment provider. - Duplicate subscription: In rare cases, a system error can create a duplicate subscription — meaning your account was charged on two separate billing records. This is a known issue that our team can identify and correct. - Add-on or top-up charges: Add-ons such as OTTO top-ups are customer-level billing subscriptions that keep billing until cancelled 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. Deleting an OTTO site project or using Deep Freeze does not cancel the top-up. - Multiple payment methods: If your account was connected to more than one payment source (for example, both a Shopify integration and a credit card), charges may appear on both. Our team can investigate and consolidate these records. ✅ What to Check Before Contacting Support Before reaching out, gather the following details to help our team resolve your dispute as fast as possible: 1. Your cancellation confirmation: Check your email inbox for a cancellation confirmation from Search Atlas. Note the date and time it was sent. 2. The charge date and amount: Locate the transaction in your bank statement or payment platform and note the exact date, amount, and payment method used. 3. Your billing cycle dates: If you can access your account, check your billing history by clicking your Avatar (top-right corner) → Billing (Billing page) to see when your last cycle started and ended. 4. Any additional charges: Note whether more than one unexpected charge appeared, or whether the same amount repeated across multiple months. 💡 How Refunds Are Handled Search Atlas reviews billing disputes on a case-by-case basis. If a charge occurred in error — for example, due to a duplicate subscription, a system-side cancellation failure, or a charge that processed after a confirmed cancellation — our billing team will issue a refund to your original payment method. Refunds typically take 5–10 business days to appear on your statement, depending on your bank or payment provider. If you were charged multiple times in error over several months, our team will investigate the full billing history and resolve all affected transactions. 🛠️ How to Submit a Billing Dispute To get your dispute resolved quickly, follow these steps: 1. Open the Search Atlas platform and log in to your account. 2. Click the chat widget in the bottom-right corner of the screen. 3. Type human teammate to be connected with a member of our support team. 4. Share the details you gathered: cancellation confirmation date, charge date, charge amount, and payment method. 5. Our team will investigate your billing record, confirm whether the charge was an error, and process a refund if applicable. 🚫 How to Avoid This in the Future To reduce the chance of unexpected charges after cancelling: - Cancel at least 48 hours before your renewal date to give our system time to process the request before the next billing cycle begins. - Save your cancellation confirmation email as proof of the date your cancellation was submitted. - Check your billing settings after cancelling to confirm no active subscriptions or add-ons remain on your account. - Contact support immediately if you are unsure whether your cancellation went through — our team can verify your account status in real time. 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.

🗓️ Managing Subscription Cancellation and Renewal Timing

📋 Overview When you cancel your Search Atlas subscription, your account remains active until the end of your current billing period. This means you keep full access to all features right up to your expiration date — you are not cut off immediately. Understanding how this works can help you avoid losing paid access time and ensure a smooth reactivation if you change your mind. ❓ What Happens When You Cancel? Cancelling your subscription does not end your access right away. Here is what to expect: - Your subscription status changes to Cancelled – Pending Expiry. - You retain full access to your account until the end of your current billing cycle. - No further charges are made after cancellation is confirmed. - Once the expiration date passes, your account moves to an inactive state. For example, if you cancel today but your billing period runs until September 2, you can continue using Search Atlas normally through September 2 at no extra charge. 🔄 How to Reactivate Without Losing Remaining Access Time If you cancelled your subscription but then decide to continue, you can reactivate your plan. The key concern most customers have is: "Will my new billing cycle start immediately, causing me to lose my remaining days?" Here is how to handle this correctly: 1. Do not reactivate through self-service before your current expiration date if you want your new cycle to begin from that date. 2. Contact our support team via the live chat widget before your expiration date and let us know you want to reinstate your subscription starting from your existing end date. 3. Our team will ensure your renewal is scheduled so it picks up from your current expiration date, preserving any remaining access time you have already paid for. This prevents a situation where reactivating early would reset your billing cycle to today's date, effectively shortening the period you have already paid for. ⚠️ Important Timing Considerations - Act before your expiration date: Once your account becomes inactive after the billing period ends, reactivation will start a fresh billing cycle from the reactivation date. - Avoid self-service reactivation mid-cycle: Using the in-platform reactivation button before your expiration date may trigger an immediate new billing cycle. Reach out to support first to confirm the best approach for your situation. - Renewal reminders: You will receive email notifications before your plan expires, giving you time to make an informed decision. 📅 Understanding Your Billing Cycle Dates To check your current subscription status and expiration date, follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile avatar and select Billing. 3. Open the Services tab. 4. Your current plan, renewal date, and cancellation status are displayed here. This page gives you a clear view of exactly when your access expires so you can plan accordingly. 💡 Common Scenarios and What to Do - You cancelled but changed your mind: You can reverse a pending cancellation yourself from profile avatar → Billing → Services, then use the ⋮ menu on your plan and click Activate. Your existing end date is preserved. - You want to cancel but keep access until your cycle ends: Cancel from your profile avatar → Billing → Services, then click the ⋮ (three-dot) menu on your plan and choose Cancel. A confirmation step will appear before your cancellation is finalized. Access continues until your expiration date automatically — no extra steps needed. - You are unsure of your expiration date: Check the Billing & Subscription page in Settings or ask the support team to confirm it for you. - You want to upgrade or downgrade before your cycle ends: Contact support to discuss pro-rated options and the best timing for your plan change. 🛠️ Need Help With Your Subscription? 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.

💳 Charges After Subscription Cancellation Explained

🔍 Why This Happens In rare cases, a charge attempt may occur after you cancel your Search Atlas subscription. This can happen for a few reasons: - Billing cycle timing: If your cancellation was processed close to your renewal date, a charge may have already been queued before the cancellation took effect. - Duplicate subscription: In some upgrade or trial conversion flows, a duplicate subscription record may have been created, triggering an additional charge. - Invoice not closed properly: An open invoice from before your cancellation date may have remained active and triggered a retry attempt. Our engineering team has identified these issues and has resolved the most common causes. We have also deployed a fix to prevent the Pay action from being available on invoices tied to canceled subscriptions, which eliminates duplicate charge attempts going forward. ✅ How to Check Your Cancellation Status Before assuming an error, confirm your subscription was fully canceled: 1. Log in to your Search Atlas account. 2. Click your Profile avatar, then go to Billing and open the Services tab. 3. Check your subscription status. It should display as Canceled or Inactive. 4. Review your billing history to see if any charges were processed after the cancellation date. If your status still shows Active, your cancellation may not have been completed successfully. In that case, cancel again from Billing > Services by clicking the ⋮ (three-dot) menu on the plan and selecting Cancel, then complete the confirmation/retention step. Take a screenshot of the final confirmation screen for your records. Note that after cancelling, access continues until the end of the current billing period, and a pending cancellation can be reversed from the same place using Activate. 💰 What to Do If You Were Charged After Canceling If you see an unexpected charge on your bank or card statement after canceling, follow these steps: 1. Check the charge date against your cancellation confirmation date. A charge on the same day as your renewal, but before cancellation was processed, may be a final billing-cycle charge rather than an error. 2. Review your invoice history in Billing (via your Profile avatar) to match the charge to a specific invoice. 3. Note the invoice number and charge amount before contacting support — this speeds up resolution. 4. 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 invoice number and charge date so we can investigate and process a refund if applicable. ⏱️ Refund Timeline If our team confirms an erroneous charge, a refund will be initiated immediately. Refunds typically appear on your statement within 5–10 business days, depending on your card issuer or bank. 🛡️ What We Have Fixed Our team has resolved several billing issues related to post-cancellation charges: - Customers being charged despite a confirmed cancellation. - Duplicate subscriptions created during certain upgrade or trial conversion flows. - The Pay button remaining active on invoices belonging to canceled accounts, which could trigger unintended Stripe charge attempts. These fixes are now live. If you are still experiencing an issue, it is important to report it so our team can investigate promptly. 🙋 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🚫 Confirm Your Subscription Cancellation and Stop Debits

🔍 Why You May Still See Debit Attempts After Cancelling If you have cancelled your Search Atlas subscription but are still seeing debit attempts or notifications, there are a few common reasons this can happen: - Cancellation did not fully process: In some cases, the cancellation may not have completed successfully in our billing system. A sync issue between the platform and our payment processor can leave the subscription in an active state. - Pending billing cycle: If a billing cycle was already initiated before your cancellation was processed, that charge may still go through. You will not be billed for any cycle that begins after your cancellation is confirmed. - Bank-side notification delays: Your bank or card provider may show a pending debit that was initiated before cancellation was confirmed. These typically drop off within 3–5 business days. ✅ How to Confirm Your Cancellation Is Complete Follow these steps to verify that your subscription has been fully cancelled in your account: 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Click your profile avatar and select Billing. 3. Go to Services. 4. Check the subscription status. A successfully cancelled subscription will display a status of Cancelled along with a cancellation date. 5. If you see a cancellation date listed, your subscription has been recorded as cancelled and no further billing cycles will be initiated from that date forward. If the status still shows Active or no cancellation date is displayed, your cancellation may not have completed. Follow the steps in the next section. ⚙️ What to Do If Your Cancellation Did Not Go Through If your account still shows an active subscription after you attempted to cancel, take the following steps immediately: 1. Log in to Search Atlas, click your profile avatar, and go to Billing > Services. 2. Open the ⋮ (three-dot) menu on your plan and select Cancel. Follow the confirmation/retention step until you reach the final confirmation screen. (If you need to reverse a pending cancellation, use Activate from the same menu.) 3. Look for a confirmation message or email confirming the cancellation. Make a note of the cancellation date shown. 4. Take a screenshot of the confirmed cancellation status for your records. If you are unable to complete the cancellation steps or the option is not available in your account, contact our support team immediately using the live chat widget so we can cancel the subscription on your behalf and confirm it in writing. 💳 Understanding Charges After Your Cancellation Date Once your cancellation is confirmed, here is what you can expect regarding billing: - No new billing cycles will be initiated after your confirmed cancellation date. - Any charge that occurred before your cancellation date is considered a valid charge for services already provided during that billing period. - Debit notifications appearing after cancellation are usually bank-side echoes of a charge that was initiated before cancellation was processed. These are not new charges. - If a charge appears on your bank statement after your confirmed cancellation date and it is not a previously initiated cycle, this is something our team needs to investigate immediately. 📋 What Information to Have Ready When Contacting Support To help our team resolve any billing dispute quickly, please have the following ready before reaching out: - The email address associated with your Search Atlas account - The date you submitted your cancellation request - A screenshot of your current subscription status in the platform - The date and amount of any charge you believe was made in error - Your bank or card statement showing the debit or debit attempt 🛠️ Still Seeing Unexpected Charges? Get Immediate Help If you have confirmed your cancellation but are still experiencing debit attempts or unexpected charges, our team will investigate and resolve this for you. 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 Renewal

🔍 Overview If you want to cancel your Search Atlas subscription — including a Starter trial — and ensure you are not charged on your next billing date, you can do this yourself directly from your dashboard. Once cancelled, you will receive confirmation that no further charges will be applied. 📋 Before You Cancel - Access ends at the current billing period: After cancellation, your account remains active until the end of the period you have already paid for. You will not be charged again after that date. - Trial cancellations: If you are on a free or paid trial, cancelling before the trial end date prevents the first full charge from being applied. - No hidden fees: There are no early-termination fees. - Reversible: A pending cancellation can be reversed from the same place by clicking Activate. 🛠️ How to Cancel You can cancel your subscription yourself from the dashboard: 1. Click your Profile avatar 2. Go to Billing → Services 3. Click the ⋮ (three-dot) menu on the plan 4. Select Cancel 5. A confirmation/retention step will appear before the final confirmation Contacting support is optional, not required, to cancel. ✅ Confirming Your Cancellation Once your cancellation is processed, you will receive confirmation that: - Auto-renewal has been disabled on your account - No further charges will be applied to your payment method after your current billing period ends - Your access will remain available until the end of the period you have already paid for If you want a written record, we recommend saving any confirmation message you receive. ⚠️ Common Questions - Will I be charged on my next billing date after cancelling? No. Once cancellation is confirmed, auto-renewal is turned off and no further charges will be processed. - Can I reactivate my subscription later? Yes. A pending cancellation can be reversed from the same place in the dashboard by clicking Activate. 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 LinkLab and Fix Payments

🔗 Stop future LinkLab placements If you do not want to proceed with any LinkLab placement, avoid placing new orders and review any existing orders before cancellation. 1. Open the avatar menu in the top-right corner. 2. Select App Ecosystem, then open the Publisher Exchange tab. 3. Select Go to Link Laboratory to review available placements and active work. 4. For placed orders, open the avatar menu, select My Orders, then Order Builder. 5. Select View Details for an order and check its current status before taking further action. Do not select + Place Order if you no longer want a placement. Cancellation may not stop work that has already started, so review each order status carefully. 💳 Cancel recurring billing Stopping LinkLab placements and cancelling a recurring subscription are separate actions. To manage recurring billing: 1. Open the avatar menu in the top-right corner. 2. Select Billing, then open the Plans & Top-ups tab. 3. Select Manage Subscription. 4. Follow the cancellation instructions and confirm the change. After cancellation, check the subscription status and effective date. A cancellation usually prevents future recurring charges but may not reverse a charge that has already been processed. ⚠️ Resolve a failed recurring payment If you want the team to retry a payment, first confirm that the saved payment method is valid and can accept the charge. 1. Open the avatar menu and select Billing. 2. Open Plans & Top-ups. 3. Select Add Payment Method and add or update the payment method. 4. Review the subscription status and any payment notices shown in the billing area. Keep the subscription active if you want the charge retried. If you no longer want LinkLab or another recurring service, cancel the subscription instead of requesting another payment attempt. 📋 Check billing records Use the Invoices and Activity Log tabs under Billing to review charges, failed attempts, credits, and subscription changes. If your account shows conflicting information, rely on the latest status displayed in Billing and keep a record of the invoice or activity entry. 🛠️ Get help with cancellation or payment status Support can confirm whether a placement is already in progress, whether a cancellation was recorded, and whether a payment can be retried. Include the relevant order or invoice details when contacting the team. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Cancel Your Trial and Remove Payment Method

🔍 Overview Search Atlas offers a 7-day free trial so you can explore the platform before committing to a paid plan. If you decide it's not the right fit, you can cancel before the trial ends to avoid being billed. This article explains how to request cancellation of your trial subscription and removal of your saved payment method. ⏰ When You Need to Cancel Your free trial lasts 7 days from the date you signed up. If you do not cancel before the trial period ends, your account will automatically roll over to a paid subscription and your card on file will be charged. To avoid any charges, make sure to cancel before your trial expiry date. 🛠️ How to Cancel Your Trial Subscription You can cancel your trial subscription yourself directly from the dashboard: 1. Click your profile avatar. 2. Go to Billing → Services. 3. Click the ⋮ (three-dot) menu on your plan. 4. Select Cancel. 5. Review the confirmation/retention step, then confirm the cancellation. After cancelling, you will retain access to the platform until the end of your current billing period. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. Contacting support is optional, not required, to cancel. 💳 How to Remove Your Payment Method You can remove a saved card yourself from the dashboard when you have more than one card on file: 1. Click your profile avatar. 2. Go to Billing → Plans & Top-ups tab. 3. Open the payment method section. 4. Click Remove on the card you want to delete and confirm Yes, remove card. You can also click Set as primary to change your default card. The Remove button only appears when you have more than one saved card — the last/only card on file cannot be removed this way. To replace your only card, add a new one using Add Payment Method, set it as primary, then remove the old one. If you need to remove your only saved card, please contact our support team and have ready: - The email address on your account - Confirmation that your subscription has been cancelled (or request both cancellation and card removal together) 💰 What If I Was Already Charged? If your trial period has ended and a charge has already been applied to your card, please reach out to our support team as soon as possible. Our team can review your account, process a cancellation, and advise on next steps regarding any applicable refund. When contacting us, please have your account email address and the charge details (amount and date) ready. 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. ✅ Quick Checklist Before Your Trial Ends - Note your sign-up date so you know when your 7-day trial expires. - Cancel your trial subscription yourself from Profile avatar → Billing → Services → ⋮ → Cancel before the trial ends. - Remove your saved payment method yourself from Profile avatar → Billing → Plans & Top-ups if you have more than one card on file, or contact support to remove your only saved card.

⚠️ Cancellation, Downgrade & Payment Page Display Issue on Mobile and Narrow Browser Windows

Cancel, downgrade, or update your payment method in Search Atlas by opening Billing (top-right avatar → Billing) in a full-width desktop browser window. If you're unsure whether a previous change went through, contact support — a support agent will verify your account status directly. 🔍 What's Happening A known display issue affects the cancellation, downgrade, and payment processing pages in Search Atlas. On mobile devices or narrow browser windows, these pages may appear incorrectly formatted due to missing responsive styling. Symptoms you may see: - The cancellation modal appears misaligned or cut off. - The downgrade flow overflows the edge of the screen. - The payment processing page does not fit the viewport. - Minor cosmetic inconsistencies (such as mismatched border-radius corners) on modals across any device. Who is affected: Any customer attempting to cancel a plan, downgrade a subscription, or process a payment change from a mobile device or a resized/snapped browser window on desktop. Important: The underlying functionality still works correctly — the issue is visual only. Because the display can make it unclear whether your action completed, use the workaround below and confirm with support. 🛠️ Workaround Steps To complete your cancellation, downgrade, or payment update reliably: 1. Open the Search Atlas app on a desktop or laptop computer. 2. Use a full-width browser window — avoid resizing or snapping the window to a smaller size. 3. Navigate to the top-right avatar → Billing. 4. Complete your cancellation, downgrade, or payment change. On a full-width desktop viewport, the cancellation, downgrade, and payment processing pages display correctly and your action will process as expected. 📡 Engineering Status Our engineering team is actively working on a fix. The update will add missing responsive styling to the cancellation, downgrade, and payment processing pages, along with cosmetic border-radius corrections across the affected modals. This article will be updated once the fix is released. Until then, the desktop full-width workaround above is the recommended path for all billing-sensitive actions. 📞 When to Contact Support Because this issue affects cancellation, downgrade, and payment flows, every change should be verified on your account. Contact Search Atlas support if any of the following apply: - You attempted a cancellation, downgrade, or payment change and are not sure whether it completed. - You cannot access a desktop browser to use the workaround. - You see an unexpected charge, plan status, or billing message after attempting a change. - The desktop full-width workaround does not resolve the display issue for you. A support agent will verify your account status, confirm whether the billing action was processed, and apply any changes you intended if they did not go through. 🌀 Thanks for your patience — our team is on it, and a support agent will personally confirm your account status so nothing falls through the cracks while we ship the fix.

🛠️ Cancelling Your Plan With a Past-Due Payment

🔍 Why You Cannot Cancel From the Dashboard If your account has a past-due or outstanding payment, the cancellation option in your dashboard may be unavailable or unresponsive. This is a known limitation: when a payment is overdue, the system cannot display your subscription status correctly, which blocks self-serve cancellation. In this situation, the cancellation must be processed manually by our billing team on the back end. You cannot complete it yourself through the platform at this time. 📋 What You Should Do 1. Do not attempt to cancel repeatedly. Trying to cancel multiple times from the dashboard will not work while a past-due balance exists. Each attempt may fail silently or appear to confirm cancellation without actually completing it. 2. Contact our team for assistance. Our team will escalate your request to the billing specialists who can cancel your subscription directly. If you need further assistance, reach out to our support team and we will handle the cancellation on the back end on your behalf. 3. Provide your account details. When you reach our team, let them know you have a past-due balance and that you are unable to cancel from the dashboard. This helps them route your request to the right team without delay. 🔒 What Happens After Cancellation Once our billing team processes the cancellation on the back end, your subscription will be deactivated. You will receive confirmation that the cancellation is complete. You can then check your billing section to confirm no further charges are pending. 🚀 Preventing This Issue in the Future - Keep your payment method up to date via the top-right avatar → Billing → Plans & Top-ups (Add Payment Method). - If you decide to cancel your plan, do so before your next renewal date to avoid charges that may be difficult to reverse. - Monitor your billing activity regularly to catch any failed payments early before they result in a past-due balance.

Cancel PRO Subscription After Missing Trial Deadline

🔍 Overview If your free trial ended before you had a chance to cancel, your Search Atlas account may have moved into a paid PRO subscription billing cycle. This article explains what typically happens in that situation and how to get your account fully deactivated with no further charges. ⚙️ What Happens When a Trial Expires Without Cancellation When a trial period ends and no cancellation is submitted, the system attempts to collect payment for the next billing cycle. Depending on whether that payment succeeds or fails, your account status may vary: - Payment failed or past due: Your account may already be flagged as deactivated automatically. - Payment succeeded: Your account moves to an active paid subscription and a charge is applied. In either case, you will need to confirm your account is fully deactivated and that no further charge attempts will be made. 🛠️ Steps to Resolve This 1. Check your current account status. Log in to your Search Atlas account and review any billing notification emails you have received. These emails will indicate whether your account is active, past due, or already deactivated, and will help you understand what action is needed. 2. Cancel your subscription directly in your account settings. Click your Profile avatar → Billing → Services, then open the ⋮ (three-dot) menu on your plan and select Cancel. A confirmation/retention step will appear before the final confirmation. After cancelling, your access continues until the end of the current billing period. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate. Save or screenshot any confirmation message shown after you complete this step. 3. If you need additional help, contact support (optional). Self-service cancellation through your account settings is all that's required, but if you run into any issues you can reach out to our support team via this Help Center. Provide your account email address and let the agent know your trial expired before you could cancel. To reach us, use the chat widget in this Help Center or email us directly — you can also reply to any billing notification email you received. 4. Request account deactivation and charge reversal. Whether self-serving or working with an agent, confirm that your account is fully deactivated and that no further charges will be attempted. If a charge was already collected after your trial ended, ask for it to be voided or refunded, where applicable. 5. Get written confirmation. Once the deactivation process is complete, make sure you receive confirmation — either via the on-screen message in your account or in your support chat — that your account has been deactivated and any outstanding charge concerns have been addressed. 📋 What the Support Team Will Do Once you reach a team member, they will: - Confirm whether your account has already been marked as deactivated due to a failed payment. - Take the necessary steps to ensure no future charge attempts are made. - Void or cancel any pending charge that resulted from the missed trial cancellation, where applicable. - Confirm once your account is fully deactivated and the issue is resolved. ⚠️ Important Notes - Act quickly. The sooner you address this after your trial ends, the easier it is to handle any pending charges before they fully settle. - Reach out even if you are unsure. If you are not certain whether your account has already been deactivated, contact our support team and we will verify your account status and next steps for you. If you need help, please don't hesitate to reach out to our support team via the chat widget in this Help Center.