Invoices & Receipts

🧾 Understand and Resolve Invoice Discrepancies

🧾 Updating Tax Details on Billing Invoices

This guide explains how to add or update your legal name, billing address, and Tax ID so they appear on your Search Atlas invoices, including invoices for charges you have already paid. 📋 What You Can Edit The billing identity shown on your invoices is fully editable. You can update the following details at any time: - Legal name — the registered business or personal name shown as the billed-to party on every invoice. - Billing address — the full legal address for your business or yourself. - Tax ID — your VAT, GST, or other tax identification number, as required in your country. Your billing identity is stored separately from your payment method, so changing or replacing your credit card will not remove your details from future invoices. 🛠️ How to Update Your Billing Details 1. Log in to Search Atlas. 2. Open the Billing page from your account menu, or go directly to /billing. 3. Locate the Billing details card, which shows the name, address, and Tax ID currently applied to your invoices. 4. Click Edit to open the billing details drawer. 5. Enter or correct your legal name, billing address, and Tax ID. 6. Review the live invoice preview to confirm your details appear exactly as your accounting team expects. 7. Click Save. Your details are applied immediately. ⏪ Updating Invoices You Already Received Your billing details apply retroactively, which means invoices issued before you added your details are updated automatically. To get a corrected copy of a past invoice: 1. Go to the Billing page. 2. Open your invoice history. 3. Click the invoice you need, then select Download. The downloaded PDF reflects your current legal name, billing address, and Tax ID, even if the invoice was originally issued without them. You do not need to request a manual reissue for standard corrections. 💡 If You Do Not See the Billing Details Card The self-serve billing details editor is rolling out to all accounts. If your Billing page does not yet show the Billing details card, our team can add your details and reissue your invoices for you, including invoices from earlier charges. To make this quick, have the following information ready: - Your legal business or personal name - Your full billing address - Your Tax ID (VAT, GST, or equivalent) - The invoice numbers or charge dates that need updating 💬 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.

🧾 Add Company Address and VAT to Invoices

🔍 Overview If your company address or VAT number is missing from your invoices, the billing information may need to be updated on your account through a backend action. Our team can review the account and apply the required billing details. 📋 Information to Have Ready When requesting an update, provide the following information: - Legal company name - Full company address - VAT, Tax ID, or UID number - The affected invoice numbers, if available 🛠️ Requesting an Update 1. Confirm the company address and VAT or UID number exactly as they should appear on invoices. 2. Provide those details to our team along with the affected invoice numbers, if available. 3. Ask the team to review the billing information and update the invoices as needed. Because this correction requires a backend action, there may not be a billing settings workflow available in the platform. Previously issued invoices may require separate review after the account details are updated. 🔑 What to Expect Our team will verify the submitted billing details and explain what can be updated on the affected invoices. To help us investigate efficiently, include the company name, the complete address, the VAT or UID number, and any relevant invoice numbers. 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.

🧾 Certificate of Tax Residency and Billing Entity Guide

📋 Overview Some enterprise customers and procurement teams require a Certificate of Tax Residency (IRS Form 6166) or legal entity information before committing to a subscription. This article explains what Search Atlas can provide, who issues your invoices, and how to proceed if your organization has specific tax documentation requirements. 🏢 Legal Entity and Invoice Issuer All Search Atlas subscriptions are billed and invoiced by Search Atlas Group Inc., a company incorporated in the United States. This is the legal entity that will appear on all invoices, receipts, and any formal billing correspondence you receive after subscribing. - Company name: Search Atlas Group Inc. - Country of incorporation: United States - Invoice format: Digital invoices issued automatically at each billing cycle If your procurement or accounts payable team needs additional legal entity information for vendor setup, please contact our team through the chat widget and provide the specific details your organization requires. 📄 Certificate of Tax Residency (IRS Form 6166) IRS Form 6166 is a tax residency certificate issued by the U.S. Internal Revenue Service (IRS). It is not issued by Search Atlas. If your organization requires a Certificate of Tax Residency or IRS Form 6166 as part of its subscription or vendor setup process, contact our team through the chat widget and specify the documentation and tax year required. Our team can review the request and confirm what documentation is available. ⚠️ Important Considerations Before You Subscribe - If your subscription is contingent on receiving a tax residency certificate, raise the request as early as possible. - Include your organization name, the required tax year, and any procurement or vendor documentation requirements when submitting the request. 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.

🧾 Update Your Company Name on Invoices

🗂️ Overview If your invoices currently display your personal name or an incorrect name instead of your registered company name, you can request a correction through our support team. A self-serve billing details editor is actively being developed and will be available soon — but in the meantime, our team can update your invoice name quickly. ⚙️ How Invoice Names Are Set Your invoice name is pulled from the billing profile attached to your Search Atlas account. At this time, there is no dedicated Billing / Company Information section in the platform settings where you can edit this directly. This functionality is coming in a future update. Until then, all billing name changes must be handled by our support team. ✏️ How to Request a Company Name Change 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Provide the following details: - Your registered company name exactly as it should appear (e.g., HIGH FREQUENCY TRADING NETWORK PTE. LTD.) - The invoice number(s) you need updated - Any additional billing details you want added, such as a Tax ID or billing address Our team will update your billing profile and reissue or correct the affected invoice(s) as quickly as possible. 🔄 Can Past Invoices Be Updated? Yes. If you have already paid an invoice and need the company name corrected retroactively, our team can apply the change to previously issued invoices. Make sure to include the relevant invoice numbers in your support request so the team can locate them quickly. 📋 What Information to Have Ready To speed up your request, gather the following before contacting support: - Full legal company name — include suffixes like PTE. LTD., LLC, or INC. exactly as registered - Invoice number(s) — found in your billing history inside the platform - Tax ID or VAT number (optional, but required for tax-compliant invoices in some regions) - Registered business address (optional, if you need it printed on the invoice) 🚀 What's Coming Soon We are actively building a self-serve Billing Details section directly on the /billing page. This will allow you to edit your legal name, address, and Tax ID at any time, with changes automatically synced and reflected on future invoices. Keep an eye on our product updates for announcements. 💬 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.

🧾 Add or Update Tax ID on Paid Invoices

🔍 Overview If you need your Tax ID (VAT number, EIN, or equivalent) added to an invoice that has already been paid, Search Atlas can reissue that invoice with your updated billing details. This article explains what to expect and how to get this done. 📋 What You Need Before Requesting To process your request efficiently, have the following information ready: - Invoice number — for example, #126449. You can find this in the billing section of your Search Atlas account. - Your Tax ID — VAT number, EIN, or the relevant tax identifier for your country. - Legal business name — exactly as it should appear on the invoice. - Billing address — the registered address associated with your Tax ID. ⚙️ Current Process for Reissuing an Invoice At this time, updating billing details on a paid invoice is handled manually by our support team. To submit your request, reach out to our team via the chat widget and share the following details: - Your invoice number - Your Tax ID - Your legal business name - Your billing address Once the team has all required details, they will reissue the invoice and send the updated version to the email address on your account. 💡 Tips to Avoid This in the Future Adding your Tax ID to your billing profile before making a payment helps ensure it appears on future invoices. You can update your billing details from the billing section of your Search Atlas account settings. Keeping your billing profile up to date reduces the need for manual corrections and ensures your invoices are always compliant with your local tax requirements. ❓ Frequently Asked Questions - Can I update my Tax ID myself on a paid invoice? Not at this time — edits to issued invoices are currently handled by our support team. - Where can I find my invoice number? You can locate your invoice number in the billing section of your Search Atlas 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.

🧾 How to Read Your Search Atlas Invoice

🧾 What Your Invoice Includes Your Search Atlas invoice is generated automatically at the start of each billing cycle. It summarises all charges applied to your account for that period. Knowing what each section means will help you quickly verify that everything looks correct. - Invoice Number: A unique reference code for this specific billing document. - Billing Period: The date range the invoice covers (e.g., 1 Jun – 30 Jun). - Plan Name: The subscription tier you are currently on. - Subtotal: The cost of your plan before any taxes or discounts. - Discounts / Credits: Any promotional codes or account credits applied to this cycle. - Tax: Sales tax or VAT applied based on your billing country. - Total Due: The final amount charged to your payment method. 💡 Common Reasons Invoices Look Unexpected Most billing confusion is caused by one of the following situations. Review each scenario to see if it matches what you are seeing. - Mid-cycle plan upgrade: If you upgraded your plan partway through a billing period, the invoice will show a prorated charge. This is a partial amount that covers only the remaining days of the cycle at the new plan rate. - Annual plan shown as one charge: Annual subscribers are billed for 12 months upfront. The total may appear larger than expected if you are used to seeing monthly amounts. - Add-on features: Certain features such as additional workspaces, extra users, or boosted credits are billed separately and appear as line items below your base plan cost. - Currency display: All Search Atlas invoices are issued in USD. If your bank or card provider converts the charge, the amount shown on your bank statement may differ slightly due to exchange rates. - Free trial end: If your trial period ended, the first invoice reflects a full billing cycle charge rather than a trial amount. 📄 How to Access Your Invoices 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner. 3. Select Billing from the dropdown menu. 4. Navigate to the Invoices tab. 5. Click Download next to any invoice to save a PDF copy. 🔍 How to Double-Check a Charge If a charge looks unfamiliar, follow these steps before reaching out to support. 1. Compare the Billing Period on the invoice to your plan's renewal date in the Billing section of your account. 2. Check whether you made any plan changes — upgrades, downgrades, or add-on purchases — during that period. These will each appear as a separate line item. 3. Verify the Plan Name listed on the invoice matches the plan shown in your account settings. 4. If you see a discount or credit applied, confirm it matches any promotional offer you redeemed. 5. Review the Total Due and compare it against the charge on your bank or card statement, keeping in mind any currency conversion your bank may have applied. ✅ When Everything Is Actually Correct Many customers find that after reviewing the steps above, the invoice is accurate and the confusion was caused by a prorated charge, an annual billing cycle, or a currency conversion. If this is the case, no further action is needed. Your account and payment status remain in good standing. 🛠️ Still Have Questions? If after reviewing your invoice you still believe there is an error, or if something is unclear, our team is ready to help. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

⚙️ Website Deactivation, Verification, and Payment Holds Explained

🔍 Overview If you manage websites on Search Atlas, you may encounter situations where some or all of your sites are deactivated, a verification deadline is applied to your account, or payments are placed on hold. This article explains what these actions mean for your account and how to work with our team to resolve them. ⚠️ Why Websites Get Deactivated Search Atlas enforces a website verification policy to maintain platform integrity and ensure compliance with our terms of service. Deactivation can occur for the following reasons: - Unverified websites: Websites that have not been verified within the required timeframe may be deactivated. - Bulk account activity: Accounts managing a high number of websites may be flagged for review if verification is not completed within the required period. - Policy compliance: Sites associated with activity that conflicts with our terms of service may be suspended pending a review. If your websites have been deactivated, please have your account details ready and reach out via the chat widget so our team can review the specific circumstances and advise on next steps. 📋 Understanding Verification Deadlines When you add websites to Search Atlas, each one must be verified to confirm ownership or authorised management. Verification deadlines are enforced by the platform, and if a deadline passes without verification being completed, websites on your account may be deactivated. If you believe a deadline was applied without sufficient notice, or if you need guidance on how to work through verification for a large number of sites, our team can review your account and work with you on a resolution. When reaching out, please have the following ready: - Your account name or email address - The names or URLs of the affected websites - Any deadline notices or emails you received - A description of how far along you are in the verification process 💳 Why Payments May Be Placed on Hold A payment hold may be applied when an account is under compliance review or when website deactivations are linked to an active subscription. Holds are a precautionary measure while account status is being resolved. If you are experiencing a payment hold, please have the following information ready before reaching out so our team can investigate promptly: - Your account name or email address - The date the hold was applied (if known) - Any related notifications or error messages you received - A brief description of the circumstances surrounding the hold 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.

💳 Understanding Your Search Atlas Invoice Charges

📄 Why Your Invoice May Show Multiple Charges If you've noticed two or more separate charges on your invoice — such as $187 and $256 — this is expected behaviour and not a billing error. Search Atlas invoices can include multiple line items depending on your subscription plan, add-ons, and billing cycle. This article explains what each charge represents so you have full clarity on your bill. 🧩 Common Invoice Line Items Explained Your invoice may include any combination of the following charge types: - Base Subscription Plan: The recurring monthly or annual fee for your chosen Search Atlas plan (e.g. Starter, Growth, or Pro). This is your core platform access charge. - Add-On Features: Optional tools or expanded limits purchased on top of your base plan — for example, additional OTTO SEO activations, extra GSC projects, or increased keyword tracking limits. - Usage-Based Overages: If your account exceeded the included limits for a given billing period (such as API calls, report exports, or site audits), an overage charge is applied at the start of the next billing cycle. - Mid-Cycle Upgrades: If you upgraded your plan or added a feature part-way through a billing period, you may see a prorated charge for the remaining days in that cycle alongside your usual renewal charge. - One-Time Purchases: Certain features or credits purchased as a one-off rather than a recurring subscription will appear as a separate line item on the invoice they were billed in. 🔍 How to View a Full Breakdown of Your Invoice 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner and select Billing & Subscription. 3. Under the Invoices section, locate the invoice you want to review and click View Invoice. 4. The invoice detail page lists every line item, the date range it covers, the unit price, and the quantity or proration applied. 5. To save or share the invoice, click Download PDF in the top-right corner of the invoice detail page. 📅 Understanding Prorated Charges Prorated charges are partial amounts calculated when a change is made to your subscription before the end of a billing period. For example, if your billing cycle renews on the 1st of the month and you upgrade on the 15th, you will be charged only for the remaining half of the month at the new plan rate. This prorated amount will appear as a separate line item and is not a duplicate charge — it reflects the difference in plan cost for the days already used. ⚠️ When a Charge Looks Unexpected Before contacting support, check the following common reasons for unfamiliar charges: - A team member made a change: If multiple users have admin access, a colleague may have added an add-on or upgraded the plan without notifying you. Review recent account activity under Settings > Team Members. - Annual plan renewal: Annual subscriptions renew as a single lump-sum charge once per year. If you signed up annually, this larger charge appears once rather than being spread monthly. - Currency conversion: If your payment method is in a currency other than USD, your bank or card provider may apply a conversion rate that results in a slightly different amount on your statement. - Tax or VAT: Depending on your billing country, applicable taxes may be added to your invoice total. These are listed as a separate line item labelled Tax or VAT. 💡 Tips to Keep Your Billing Clear - Review your plan and active add-ons monthly under Billing & Subscription to avoid surprise charges. - Set up billing notifications so you receive an email receipt each time a charge is processed. - Remove unused add-ons before your next renewal date to avoid being charged for features you no longer need. - Ensure your billing contact details are up to date so invoices reach the right person on your team. 🙋 Still Have Questions About a Specific Charge? If you've reviewed your invoice and still can't identify a particular charge, our team can pull up your full billing history and walk you through every item in detail. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Reactivate Your Plan and Update Payment Details

🔍 Overview If your Search Atlas plan was canceled — whether intentionally or due to a failed payment — you can reactivate it and update your payment method directly from your account settings. Once reactivated, your quota and tool access will be restored immediately. ⚙️ Step 1: Log In and Open Billing 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Click your profile icon (avatar) in the top-right corner. 3. Select Billing from the dropdown menu, then open the Plans & Top-ups tab. 💳 Step 2: Update Your Payment Method 1. On the Plans & Top-ups tab within Billing, locate the Add Payment Method button. 2. Click Add Payment Method. 3. Enter your new card number, expiration date, CVV, and billing address. 4. Click Save to confirm the updated details. Important: Make sure the billing address you enter matches exactly what your bank or card issuer has on file. A mismatch is a common cause of payment failures. 🚀 Step 3: Reactivate Your Plan 1. After saving your payment method, return to the Plans & Top-ups tab in Billing. 2. Click Reactivate Plan or Resume Subscription. 3. Review the plan details and confirm the renewal charge. 4. Click Confirm to reactivate. Your subscription will become active immediately and your full quota — including credits, reports, and tool access — will be restored right away. ✅ Step 4: Verify Your Billing Information Once reactivated, take a moment to confirm everything looks correct: - Your plan name and billing cycle are displayed accurately. - The next renewal date is shown in your Billing dashboard. - Your credit and quota usage reflects the correct limits for your plan. - A payment confirmation email has been sent to your account email address. If the quota counters do not update within a few minutes, try refreshing the page or logging out and back in. ⚠️ Common Reasons a Payment May Fail - Expired or replaced credit/debit card. - Insufficient funds at the time of renewal. - Card issuer blocking the transaction — contact your bank to authorize recurring charges from Search Atlas. - Incorrect billing address or CVV entered. Resolving any of these issues before reactivating will help ensure a smooth renewal going forward. 💡 Tips to Prevent Future Cancellations - Keep your payment method up to date, especially when you receive a new card. - Check your email for payment failure notices — Search Atlas sends alerts before access is suspended. - Review your billing dashboard periodically to confirm your next renewal date. 🛠️ Still Need Help? If you have completed these steps and your plan is still not active, or if you are unsure whether your billing information has been saved correctly, 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.

🧾 Update Company Legal Details for Invoice Compliance

🔍 Overview Invoices issued by Search Atlas can include your company's legal details — such as your registered business name, billing address, and VAT ID. Keeping these details accurate ensures your invoices are compliant with local tax and accounting requirements. This article explains where to update these details and what to do if you cannot find the option in your account. ⚙️ Where to Update Your Billing Details Your legal billing information is managed in the Billing section of your account. 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 Profile tab (Settings). 4. Scroll to the billing or company information section. 5. Enter or update the following fields as needed: - Company name — your registered legal business name - Billing address — street, city, postcode, and country - VAT ID / Tax number — your official tax registration number 6. Click Save changes to apply your updates. Once saved, your updated details will appear on all future invoices generated by the platform. 📄 What Appears on Your Invoices Search Atlas invoices display the billing details associated with your account at the time each invoice is generated. To ensure compliance, make sure your legal details are correct before your next billing cycle. Please note the following: - Changes apply to future invoices only. Previously issued invoices cannot be retroactively updated. - Your VAT ID must be entered in the correct format for your country (for example, GB123456789 for UK businesses or DE123456789 for German businesses). - The billing address should match the address registered with your tax authority. 💡 Tips for Invoice Compliance - Double-check your VAT ID format before saving — an incorrect format may not be recognised by your accounting software. - If your business operates under a trading name different from its legal name, enter the legal registered name in the company name field. - If you need a corrected invoice for a past billing period, contact our support team (see below) and provide the correct details along with the invoice date. 🛠️ Troubleshooting If you cannot locate the billing detail fields, or if the fields are greyed out and not editable, this may be because: - Your account role does not have admin permissions. Only Admin users can edit billing details. Ask your account administrator to make the change or to upgrade your permissions. - Your account is managed under an agency or reseller plan, where billing is handled centrally. In this case, your agency administrator controls invoice details. If you have confirmed you are an Admin and the fields are still unavailable, please reach out to our team for assistance. 💬 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.

🧾 Reissue Past Invoices with Updated Legal Details

🔍 Overview If you need a past invoice updated with your company's legal details — such as your registered business name, address, company registration number, or VAT ID — our team can reissue it for you. This is a manual process handled by our billing team and cannot be completed directly from within the platform at this time. 📋 What Information You Will Need Before reaching out, gather the following details to help us process your request as quickly as possible: - Invoice number(s) — You can find these on any invoice previously issued to your account. - Registered company name — the full legal name as it should appear on the invoice. - Registered business address — including street, city, postcode, and country. - Company registration number — issued by your national business registry. - VAT ID or tax identification number — if applicable in your country. 📝 How to Request a Reissued Invoice Because this is a backend process, you will need to contact our team directly. Have your invoice number(s) and all the legal details listed above ready before reaching out. Our team will reissue the invoice(s) and send the updated copies to the email address on your account. If you need the invoices sent to a different email address, let our team know when you submit your request. 🆘 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.

💳 Troubleshooting Payment Updates During Plan Reactivation

📋 Overview If your Search Atlas plan was canceled and you need to reactivate it, you may need to update your payment method before your subscription and quota are restored. This article explains what to expect during the reactivation process and how to get help if you run into issues. 🔄 How to Reactivate Your Plan and Update Your Payment Method To reactivate a canceled plan, log in to your Search Atlas account and navigate to the Billing section from the top-right avatar (Account Menu). From there, locate your canceled plan and follow the on-screen prompts to reactivate it and update your payment method as needed. If you are unsure where to find the Billing section or the reactivation option, or if the on-screen prompts do not appear as expected, our support team can walk you through the exact steps for your account. ⚠️ Common Issues During Reactivation 🗑️ Unable to Remove an Existing Card Symptom: You encounter an error when trying to remove a saved card from your account. What to try: In most billing systems, you cannot delete a card that is currently set as the default payment method. Try adding a new card first, then set it as your default before attempting to remove the old one. If you are unable to complete this through the billing settings, contact our support team and we can assist with updating your payment method on your account. ❌ Card Declined During Reactivation Symptom: Your card is not accepted during the reactivation or payment update process, even though the card appears valid. What to try: - Verify that the card details you have entered (card number, expiry date, and security code) are correct. - Confirm with your bank that the card is enabled for online transactions. - Try using a different browser or a private/incognito browsing window in case a browser extension is interfering. - If the issue persists, contact our support team with your account details and the error you are seeing so we can investigate further. ⏳ Quota Not Restoring After Reactivation Symptom: Your plan appears active but your usage quota has not been restored. What to try: Refresh the page after completing reactivation. If your quota does not update, contact our support team with your account name and the date and time of your reactivation so we can check the status on our end. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔄 Reactivate Your Subscription and Upgrade to Yearly Billing

🧭 Overview If your Search Atlas subscription was cancelled, updating your credit card is an important first step — but it does not automatically reactivate your plan. You need to manually reactivate through the Billing section of your account. This article explains the process, including how to switch to yearly billing at the same time. ❓ Why Doesn't Updating My Card Reactivate My Subscription? Updating your payment method only replaces the card stored on your account. It does not trigger a new billing cycle or restore a cancelled plan. Reactivation is a separate action that you must complete manually. This design prevents unintended charges and gives you full control over when your subscription restarts. ✅ Step-by-Step: Manually Reactivate Your Subscription 1. Log in to your Search Atlas account. 2. Navigate to the Billing section from the top-right avatar (Account Menu). 3. Locate the option to reactivate or restore your plan. 4. When prompted to choose a billing cycle, select the yearly option to take advantage of the available yearly billing discount. 5. Verify that your updated credit card is selected as the payment method. 6. Confirm your selection to complete reactivation. Once confirmed, your subscription will reactivate immediately and your new billing cycle will begin on that date. 💳 How to Apply the Yearly Billing Discount A discount is available when you select yearly billing during the reactivation flow. You do not need a promo code — choosing the yearly billing option at the plan selection step will apply the discount automatically. Always review the order summary to ensure the yearly rate is reflected before confirming your purchase. - Monthly billing: Charged every 30 days at the standard rate. - Yearly billing: Charged once annually at a reduced rate. If you do not see a yearly billing option or the discount is not reflected in the order summary, do not proceed — reach out to our support team for assistance before completing the reactivation. 🔍 Before You Begin: Confirm Your Card Is Updated Before starting the reactivation process, go to the Billing section from the top-right avatar (Account Menu) and confirm that your new card is listed and set as the default payment method. If the card is not showing, re-enter the card details and save before proceeding with the reactivation steps above. ⚠️ When to Escalate Follow the manual reactivation steps above first. If you experience any of the issues listed below, do not retry multiple times — contact our support team directly. - The reactivation option is not visible in your Billing settings. - The yearly billing option does not appear during the reactivation flow. - The discounted rate is not reflected in the order summary. - You are charged but your plan does not reactivate. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Unexpected Charge for a Subscription You Didn't Activate? Here's What to Do

📋 Overview If you've seen a charge on your card for a Search Atlas plan you don't recognize—such as a $199 Growth Plan fee when you have no active subscription or card on file—we understand how concerning that is. In most cases this is quickly explained and, where appropriate, refunded. This article walks you through the common reasons these charges appear and the exact steps to get the charge reviewed and reversed. 🔍 Common Reasons for an Unexpected Charge Before requesting a refund, it helps to know the usual causes. One of these often explains the charge: - A trial converted to a paid plan. Some plans begin with a free or discounted trial that automatically converts to a paid subscription unless cancelled before the trial ends. - A previously saved payment method. A card may have been added during signup or an earlier session, even if it no longer appears in your current account view. - A renewal on an older subscription. A subscription started in the past may have renewed on its normal billing cycle. - A team or agency account. Another user on a shared or organization account may have started or upgraded a plan. - A charge from a different email or account. The subscription may be tied to a separate Search Atlas account you created previously. - A recent billing system migration. In a limited number of cases, our move to a new billing system recreated a subscription or add-on that had previously been cancelled, or that was included free or bundled with an annual plan, as a separate paid subscription—producing an unexpected monthly charge (for example, a previously free add-on re-billed at $199/month). We have identified the affected accounts, corrected the subscriptions so they won't charge again, and refunded charges made in error. If your charge dates to mid-May 2026 or later and matches this description, please mention it when you contact us so we can resolve it quickly. ✅ How to Check Your Account First Taking two minutes to review your account often reveals the source of the charge and speeds up any refund. 1. Log in to your Search Atlas dashboard. 2. Click your avatar (top-right) and select Billing → Plans & Top-ups. 3. Review your current plan and billing history for any matching charge. 4. Check the Plans & Top-ups page (via Avatar → Billing) and use Add Payment Method to review or add a saved card. 5. Confirm you are logged in with the same email address shown on the charge or receipt. If you have more than one Search Atlas account, repeat these steps for each one. The charge is often tied to an account you don't normally use. Note that some charges—particularly for add-ons or top-ups—may appear in your billing history without changing the plan shown on your dashboard, so review the full billing history rather than only your current plan. 💰 How to Request a Refund If you've reviewed your account and still believe the charge is incorrect, our billing team can investigate and process a refund where it's warranted. To help us resolve it quickly, please gather a few details before reaching out. 📝 Information to Have Ready - The charge amount and the date it appeared. - The email address associated with your Search Atlas account. - The last 4 digits of the card charged (never send the full card number). - Any billing descriptor or transaction ID from your bank or card statement. - Whether the charge appears to be for a plan, an add-on, or a top-up, if you can tell from the receipt—this helps us locate it faster. - A short note confirming you have no active subscription and did not authorize the charge. 📤 Steps to Submit Your Request 1. Contact our support team through the in-app chat or by emailing our billing support address. 2. Include all of the details listed above in your first message. 3. Let us know your preferred outcome—typically a full refund and confirmation that any related subscription is cancelled. Providing this information upfront means we can usually locate the transaction and respond without needing to ask follow-up questions. ⏭️ What Happens Next Once we receive your request, here's what to expect: - Our team locates the transaction and identifies which account and plan it belongs to. - If the charge was made in error or for an unactivated subscription, we process a refund. - We confirm the refund in writing and cancel any associated subscription so it won't recur. - Refunds are returned to the original payment method. Depending on your bank or card provider, it can take 5–10 business days for the funds to appear on your statement. ❓ If You Don't Recognize the Charge at All If you have no Search Atlas account under any of your email addresses and still see a charge, it may be unauthorized card activity. In that case we recommend you: - Contact us right away with the charge details and billing descriptor so we can investigate from our side. - Contact your bank or card provider to report the charge and protect your account. 💡 Tips to Avoid Unexpected Charges - Set a calendar reminder a day or two before any free trial ends. - Remove saved payment methods you no longer wish to keep on file. - Use a single email address for your Search Atlas account to avoid duplicates. - Review your billing history periodically, especially on shared or agency accounts. 🙋 Need More Help? Our support team is here to help resolve any billing concern. Reach out through in-app chat or email with the details above, and we'll review your charge and follow up as quickly as possible.

💳 Reactivate Growth Plan After Payment Decline

💡 Why Reactivation Fails When you click the reactivate button for your Growth plan, the system attempts to charge the payment method on file. If the charge is declined or blocked by your bank, the reactivation cannot complete and you will see an error message. 🛠️ Steps to Resolve 1. Sign in to your Search Atlas account. 2. Click your avatar in the top-right, then go to Billing → Plans & Top-ups (Add Payment Method / Manage Subscription). 3. Update your payment method with a valid credit card that allows this type of purchase. 4. Retry the reactivation from your plan management page. 5. If the charge still fails, contact your bank to confirm they authorize the transaction and remove any blocks. 6. After the bank confirms authorization, attempt reactivation again. ✅ What to Expect Once a valid payment method is accepted, your Growth plan reactivates immediately and full access is restored. 💬 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.

🔄 Reactivate Your Account After Overdue Payment

💳 Update Your Payment Method If your account is on hold due to an overdue payment, you can reactivate it at any time by providing a valid payment method. Go to the top-right avatar and select Billing (Plans & Top-ups) to update your card or payment details. 📋 Choose a Plan to Reactivate After updating your payment method, select the plan you want to use. This step immediately reactivates your account and restores full access. 💾 Your Projects and Data Are Preserved Reactivating your account does not delete any projects, reports, or historical data. All your existing work remains intact and becomes accessible again as soon as reactivation is complete. ✅ Confirmation and Next Steps Once you select a plan and the payment is processed, your account will be fully restored. You can then continue working in Search Atlas without interruption. 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.

🧾 Custom Billing Address on Your Invoice PDF

📋 Overview If your accounting team needs invoices that include your full company billing address alongside Search Atlas's company address, this is now supported on the platform. A previous engineering update (Invoice V2) added the ability to display your customer billing address and VAT number directly on generated invoice PDFs. ✅ What Is Now Supported - Your customer billing address displayed on invoice PDFs - Your VAT number displayed on invoice PDFs (where applicable) - Invoice customization features including client ID, invoice and due dates, campaign details, and payment instructions ⚙️ How to Ensure Your Billing Address Appears on Invoices To have your company address reflected on your invoice PDFs, your billing address must be correctly saved in your account. Follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing from the Account Menu. 3. Locate your billing information and ensure your full company name and address are entered and saved. 4. If a VAT number applies to your business, enter it in the VAT field provided. 5. Once your billing details are saved, your next generated invoice PDF will display your address alongside Search Atlas's company address. 📄 Downloading Your Invoice PDFs After confirming your billing details are up to date, you can access and download your invoice PDFs from the billing section of your account. Each invoice will reflect the billing address on file at the time it was generated. 🔄 Monthly Automatic Invoices Invoices are generated automatically each billing cycle. As long as your billing address is saved correctly in your account, every monthly invoice PDF will include your full address without any manual action required. 💡 Tips for Accounting Teams - Make sure your billing address is updated before your next billing date so it appears on the upcoming invoice. - If you need a VAT number on the invoice, add it to your billing profile as early as possible. - Previously generated invoices may not retroactively show an address that was added later — contact support if you need a corrected copy of a past invoice. 🛠️ Still Need Help? If your billing address is not appearing on your invoice PDFs after updating your account details, or if you need a corrected invoice for a past billing period, our team can assist 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.

💳 Card Payment Failure and Subscription Reactivation

🔍 Overview In some cases, a payment may be successfully captured by your bank and by our payment processor, yet your Search Atlas subscription still appears cancelled, inactive, or prompts you to choose a new plan. This is caused by a backend billing sync issue — not a problem with your card or bank account. This article explains what is happening and how to get it resolved quickly. ⚠️ Symptoms of This Issue - Your card is declined inside Search Atlas even though your bank confirms no block or issue on their end. - After payment, your account still shows as cancelled or directs you to select a new plan. - You are charged but your subscription does not activate or upgrade. - Your account is flagged as past due despite a successful charge appearing in your bank statement. 🛠️ What Is Causing This This is a known backend billing synchronisation issue. In certain scenarios, a charge is successfully captured by our payment processor, but the system fails to update your subscription status correctly — leaving your account in a cancelled or incomplete state. This is not caused by your card details, your bank, or your billing information being incorrect. ✅ Steps to Take Right Now 1. Confirm the charge with your bank. Check your bank statement or app to verify whether a payment to Search Atlas has already been taken. Note the date and amount. 2. Check your billing section. Go to your avatar in the top-right corner, select Billing, then open the Plans & Top-ups tab and the Invoices tab to review your current subscription status and any recorded payments. 3. Do not attempt multiple payments. If a charge has already gone through, do not retry the payment. Submitting additional payment attempts can result in being charged more than once without your subscription being activated. 4. Contact our support team immediately. Because this issue requires a manual fix on the backend, it cannot be resolved through self-service steps alone. Our team needs to verify the charge in our payment processor and manually reactivate your account. 💬 How to Get Your Account Reactivated 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 have the following ready to help us resolve your case as fast as possible: - The date the charge appeared on your bank statement. - The amount that was charged. - A screenshot of your bank transaction (optional but helpful). - The email address associated with your Search Atlas account. Our team will escalate your case to the billing team, verify the charge in our payment processor, and manually reactivate your subscription. You will receive confirmation once your plan is active again. 🔒 Will I Be Charged Again? No. Once our team confirms that a charge was already captured, your account will be reactivated against that existing payment. You will not be billed a second time for the same period. 📋 Summary - This issue is a backend billing sync problem — not a card or bank error. - Do not retry payment if your bank already shows a charge. - Check your billing details under Billing → Plans & Top-ups and Invoices. - Contact support via the chat widget and request a human teammate for a fast manual fix.

🧾 Reissue Invoices with Updated Tax and VAT Details

📋 Overview If you need your Search Atlas invoices to display your company's VAT or CIF number, full registered address, or other tax-compliance details, our support team can reissue or update those invoices for you. This is a common requirement for businesses registered in the EU — including Spain, where invoices must show the recipient's CIF/VAT number and legal address to be valid for tax deduction purposes. 📄 What Information Can Be Added to Your Invoices When you contact support, we can update your invoices to include: - VAT / CIF number (e.g. ESB70939459 for Spanish entities) - Full company name as registered with your tax authority - Registered business address including street, city, postal code, and country - Any other billing details required by your local tax regulations 🗂️ Which Invoices Can Be Updated Our team can reissue invoices for any billing period that is accessible in your account. If you need invoices updated for a specific date range, please have those dates ready when you reach out. The more specific you are, the faster we can process your request. 📬 How to Request a Corrected Invoice To have existing invoices reissued with updated tax details, contact our support team directly through the platform. When you reach out, please provide the following information so we can process your request quickly: - Date range of the invoices you need updated - VAT / CIF number to be added (e.g. ESB70939459) - Full company name as it should appear on the invoice - Registered business address including all required fields for your country Our team will reissue the corrected PDF invoices and confirm once they are available in your account. ⏱️ What to Expect Once you provide the required details, our team will process your request and reissue the corrected invoices. You will be notified when the updated invoices are 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.

🧾 Finding Invoices for Summit VIP Event Charges

🔍 Overview If you were charged as part of the Summit VIP event (for example, two charges of $220.01 AUD on June 26, 2026) and cannot find the matching invoices in your billing section, you are not alone. This is a known issue related to how Summit VIP Special Offer pricing was processed during the event period. This article explains why it happens and what steps to take. 💡 Why These Charges May Not Show an Invoice During the Summit VIP event, a special promotional pricing flow was used to enrol qualifying customers. In some cases, this flow created charges in our payment system (Stripe) that were not fully reflected in the Search Atlas Customer Dashboard or billing section. As a result: - You may see one or more charges on your bank or card statement with no matching invoice inside the platform. - The billing section may show a different amount or an older plan price rather than the Summit VIP rate. - Duplicate charges could appear if a double-subscription edge case was triggered during the sign-up process for the event. These gaps were caused by a temporary mismatch between the Summit Special Offer pricing system and the billing records shown in your dashboard. The underlying issues have since been resolved by our engineering team. 📋 How to Check Your Billing Section 1. Log in to your Search Atlas account. 2. Click your profile icon or account menu in the top-right corner. 3. Select Billing or Subscription from the menu. 4. Review the Invoice History or Payment History tab for all recent transactions. 5. If the charge does not appear here, check whether it is listed under a different billing date or plan name. If the invoice is still missing after following the steps above, this confirms your account was affected by the Summit VIP billing sync issue. ⚠️ What to Do If You Were Charged Twice A small number of customers were charged twice due to a double-subscription edge case that occurred during the Summit VIP event sign-up window. If you believe you have been double-charged: - Note the exact dates, amounts, and currency of both charges from your bank or card statement. - Check whether your account shows two active subscriptions or an unexpected plan upgrade in the billing section. - Do not cancel your subscription before speaking with our team, as this could affect your access and any VIP benefits you are entitled to. 🔄 VIP Benefits and Plan Transfers If your Summit VIP benefits — such as special pricing or upgraded features — are not visible on your account, or if you need your VIP entitlements transferred to a different email address, our support team can apply these manually. Please have the following information ready when you contact us: - The email address associated with your Search Atlas account. - The email address you would like the VIP benefits transferred to (if different). - The charge amount(s), date(s), and currency from your statement. ✅ What Has Been Fixed Our engineering team has resolved the core issues that caused these billing discrepancies, including: - Summit Special Offer pricing not appearing correctly in the dashboard or upcoming invoice preview. - VIP upgrade prompts continuing to appear after a customer had already enrolled. - Double-subscription edge cases triggered during the event sign-up flow. Going forward, new charges related to Summit VIP pricing will be reflected accurately in your billing section. However, historical invoices from the event period may need to be manually retrieved or issued by our team on a case-by-case basis. 🛠️ Get Help From Our Team If your invoice is still missing, you believe you were charged incorrectly, or you need your VIP benefits adjusted, our team can investigate and resolve this for you directly. 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.

🧾 Understanding and Resolving Invoice Billing Discrepancies

🔍 Overview If you notice a charge on your Search Atlas invoice that looks unfamiliar or doesn't match what you expected, you're not alone. Billing discrepancies can occur for several reasons, and our team is able to investigate specific charges on your behalf. This article explains what to prepare and what to expect when escalating a billing discrepancy. 📄 Common Reasons for Unexpected Charges Before reaching out to support, it helps to understand some frequent causes of billing discrepancies: - Custom service charges: One-time or recurring fees agreed upon with the Search Atlas team for custom work, onboarding, or managed services. - Top-up credits bundled with your subscription: When you purchase credits or top-ups, these may be grouped with your regular subscription charge in a single payment, making the total appear higher than expected. - Mid-cycle plan changes: Upgrading or downgrading your plan mid-cycle can generate prorated charges or credits that appear as unusual amounts. - Multiple payment methods on file: If you have more than one payment method linked to your account, you may see charges across both sources for the same billing period. 🔎 How to Report a Billing Discrepancy Because billing investigations require access to your account's payment records, our support team handles these directly. To help us resolve your case as quickly as possible, please have the following ready when you reach out: - The invoice number or invoice date for the charge in question. - The exact charge amount that appears unexpected. - A brief description of why the charge seems incorrect (for example, it doesn't match your plan, you don't recognise the line item, or you were charged twice). - Your account email address or project name so we can locate your billing record quickly. Once you provide us with these details, our team will review your billing history and provide a clear explanation of any charge — or issue a correction if an error is confirmed. 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.

🧾 Missing Invoice or Duplicate Charge Guide

🔍 Overview Occasionally, customers notice a charge on their credit card or bank statement that does not match an invoice in the Search Atlas billing section, or they see what appears to be the same amount charged more than once. This article explains the most common causes and the steps you should take to investigate and resolve the issue. 📋 Common Reasons a Charge May Appear Without an Invoice - Processing delay: Stripe (our payment processor) can process a payment before the corresponding invoice is generated and displayed in your billing dashboard. Wait 15–30 minutes and refresh the billing page. - Top-up charges bundled into your subscription: Credit top-ups for features such as OTTO SEO projects are sometimes consolidated into a single Stripe subscription line item, which may not create a separate visible invoice immediately. - Multiple payment methods on file: If your account is connected to both a platform integration (e.g., Shopify) and a direct credit card, charges can appear on both payment methods, creating the appearance of a duplicate. - Prorated plan changes: Upgrading or downgrading mid-cycle can produce an additional charge that does not correspond to your usual invoice amount. - Stripe record discrepancy: In rare cases, a technical discrepancy between Stripe records and the Search Atlas billing dashboard can cause a charge to appear without a matching invoice. 🛠️ Steps to Investigate a Missing or Duplicate Charge 1. Check your billing section: Navigate to your top-right avatar (Account Menu) → Billing inside Search Atlas. Review all invoices and ensure you are looking at the correct date range. Look for any line items that include top-ups or add-ons bundled with your subscription. 2. Note the exact charge details: Record the date, amount, and last four digits of the card charged. This will help our team locate the transaction in Stripe quickly. 3. Check all connected payment methods: If you use a Shopify integration or have more than one card on file, verify whether the charge appears on multiple payment sources. This is a known cause of apparent duplicate billing. 4. Review your plan and add-on history: Confirm whether a plan upgrade, downgrade, or credit top-up was initiated around the charge date. These actions can trigger additional charges that are legitimate but unexpected. 5. Wait and refresh: If an invoice is missing but the charge is recent (within the last hour), wait 30 minutes and reload the billing page before escalating. 6. Contact support if the issue persists: If you have completed the steps above and still cannot account for the charge, reach out to our team immediately using the instructions below. 💡 What Information to Have Ready Before Contacting Support To help our team investigate as quickly as possible, please gather the following before starting a chat: - The exact charge amount (e.g., $220.01) - The date the charge appeared on your statement - The last four digits of the card or the payment method that was charged - Whether the charge appears once or more than once on your statement - Any plan changes, top-up purchases, or add-ons made around the same date 🔒 How Duplicate Charges Are Resolved When a genuine duplicate charge is confirmed by our billing team, a full refund for the duplicate amount is issued to your original payment method. Refunds typically appear within 5–10 business days depending on your bank or card issuer. Our team will send confirmation once the refund has been processed on our end. 🤝 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.

🧾 Find Missing August Event Invoices

🧾 Overview August Event payment receipts and invoices are different documents. A receipt confirms that payment was completed, while an invoice provides the billing document your accounts department may require. If you are waiting for invoices such as 0001 and 0002, use the Billing area to check whether they are available in your account. 🔍 Check the Invoices tab 1. Open the account menu by selecting your avatar in the top-right corner. 2. Go to Billing → Invoices. 3. Search or review the list for August Event payments. 4. Open the relevant invoice and download or print it for your records. 📅 Check the payment period Make sure the invoice list is showing the correct August billing period. If filters are available, clear them and search again using the payment date, amount, or invoice number. Confirm that you are viewing the correct Search Atlas account and workspace. 🧾 Receipts versus invoices - Receipt: confirms that a payment was processed. - Invoice: lists the billing details, invoice number, date, charges, taxes where applicable, and payment status. If your accounts department does not accept receipts, do not submit the payment receipt as a replacement for an invoice. Download the invoice from the Invoices tab when it is available. ⚠️ If an invoice is missing If August Event payments do not appear in Billing → Invoices, or if invoice numbers 0001 and 0002 are missing, keep the payment receipts and note the payment dates, amounts, account details, and any available transaction references. This information helps our team identify the correct payments and prevent duplicate records. Do not make another payment while waiting for an invoice. A missing invoice does not necessarily mean that the original payment failed. 💬 Get help with missing invoices If the invoices are still unavailable after checking the Invoices tab, 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.

🧾 Find Invoices for August Payments

🧾 Where to find your invoices Sign in to Search Atlas and open the account menu from your avatar in the top-right corner. Select Billing, then open the Invoices tab. Review the available records for your August Event payments. Download or share the invoice files shown there with your accounts department. 🔎 If August invoices are missing Receipts and invoices are different documents. A receipt confirms that a payment was completed, while an invoice provides the billing document your accounts department may require. 1. Open Account menu → Billing → Invoices. 2. Check the full August date range and any available invoice records. 3. Search for the invoice numbers your team expects, such as 0001 and 0002. 4. Also review the Activity Log under Account menu → Billing to confirm the related payment activity. 📋 What to include in a request If the invoices are still unavailable, have the following details ready so the issue can be reviewed efficiently: - Your Search Atlas account or workspace name - The payment dates and amounts - The expected invoice numbers, such as 0001 and 0002 - Copies of the available receipts, if applicable - A screenshot of the Billing → Invoices tab showing the missing records 💬 Get help with missing invoices If an August invoice does not appear in the Invoices tab, or the available receipt is not acceptable for your accounts department, 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.

🔒 Why Your Subscription Won't Activate: Resolving 3D Secure Payment Verification

📋 Overview If your payment details are already saved in your account but you still can't resubscribe, the most common cause is 3D Secure (3DS) verification. This is an extra security step required by your bank, not a problem with Search Atlas. This article explains why it happens and how to complete your subscription quickly. 🛡️ What Is 3D Secure? 3D Secure is a fraud-prevention standard used by Visa, Mastercard, and other card networks. Even when your card details are stored, your bank may require you to confirm the payment directly. This confirmation usually appears as: - A one-time passcode (OTP) sent by SMS or email - A push notification from your banking app - An approval prompt inside your bank's app or website If this verification step is missed, cancelled, or blocked, the charge cannot be completed and your subscription will not activate, even though your card looks correct. ❓ Why a Saved Card May Still Be Declined It can feel confusing to have valid payment details on file and still be unable to resubscribe. Here are the usual reasons: - Verification was not completed. The 3DS window closed or timed out before you confirmed. - The bank prompt was missed. The OTP or app notification was overlooked or expired. - Pop-ups were blocked. The verification window was prevented from opening by your browser. - The bank declined silently. Some banks block subscription or international charges by default until you approve them. - The saved card is no longer listed. A failed 3D Secure attempt could previously remove the stored payment method from your account, leaving you with no card to charge. This was a reported issue that has since been resolved, but if your card is missing from Billing, simply re-add it before trying again. - The subscription was left in an incomplete state. When a 3DS charge fails, the subscription can remain in an incomplete status, which may route you to a plan-selection screen showing a "Start free trial" option instead of a clear way to resubscribe. This made it hard for some customers to find how to reactivate. Starting a fresh checkout from the top-right avatar menu → Billing completes the existing subscription rather than starting a new trial. ✅ How to Resubscribe Successfully Follow these steps to complete your subscription and pass 3D Secure verification. 1. Log in to your Search Atlas account. 2. Go to the top-right avatar menu and select Billing. 3. Select the plan you want and click Subscribe or Reactivate. 4. When the bank verification window appears, complete it immediately. Enter the one-time passcode or approve the request in your banking app. 5. Wait for the confirmation screen before closing the browser tab. 📝 Before You Start To avoid interruptions during checkout: - Have your phone nearby so you can receive the OTP or app notification. - Allow pop-ups for the Search Atlas billing page. - Use an up-to-date browser and disable ad blockers or VPNs temporarily. - Make sure your card has sufficient funds and is enabled for online and recurring payments. ⚠️ If Your Payment Still Fails If the subscription will not activate after completing verification, try the following in order: 1. Re-enter your card. Remove the saved card in Billing and add it again to refresh the details. If a previous failed attempt removed the card entirely, re-adding it restores a valid payment method to charge. 2. Try a different browser or device. This rules out pop-up or extension issues. 3. Contact your bank. Ask them to approve charges from Search Atlas and confirm that 3D Secure and recurring payments are enabled on your card. 4. Use an alternate card. A second card can confirm whether the issue is specific to your bank. 💡 Why This Step Exists 3D Secure protects you from unauthorized charges and is required by card networks and regional regulations such as Strong Customer Authentication (SCA) in Europe. Search Atlas cannot bypass or approve these checks on your behalf because they are controlled entirely by your bank. 🙋 Still Need Help? If you have completed every step above and still cannot resubscribe, contact our support team. To help us resolve it faster, please include: - The browser and device you are using - Whether a bank verification window appeared - Any error message shown at checkout - The last four digits of the card (never the full number) Our team will review your billing record and guide you to a quick resolution.

Fix a Past-Due Invoice and Retry Payment

🔍 Overview If your account has a past-due invoice and you do not see a way to retry the charge yourself, our support team can trigger a manual charge on the payment card already on file. This article explains what to expect and how to get it resolved as quickly as possible. ⚠️ What Happens When an Invoice Is Past Due When a payment fails and an invoice becomes past due, your account may be temporarily restricted until the outstanding balance is cleared. Our billing system includes protections that prevent repeated failed charges, which is why a manual retry by our team is sometimes required. - Your existing subscription and any active add-ons are preserved during this period. - A manual charge can only be applied to the payment card currently saved on your account. - You do not lose your plan features or project data while the issue is being resolved. 🛠️ Steps to Resolve a Past-Due Invoice 1. Verify your payment card is up to date. Check that a valid card is saved to your account. If your card has expired or changed, update your payment method in your account's billing settings before requesting a retry. Keeping the card current is the most important step you can take to unblock the charge. 2. Review your invoice status. Navigate to your account's billing section to confirm which invoice is outstanding and note the amount due. 3. Confirm what should be retained on your account. Before contacting support, make a note of the payment card you want charged and whether any add-ons or extra projects on your account should be kept. Having this information ready speeds up the resolution significantly. 4. Contact support to trigger the manual retry. Because there is no self-serve retry option for past-due invoices, reach out to our support team and request a manual charge on the card currently on file. Let the agent know the invoice amount and confirm the card and plan details. The agent will escalate to the billing team and confirm once the invoice has been successfully charged. 5. Check your billing section after the charge is processed. Once the support agent confirms the retry was completed, navigate back to your account's billing section to verify the invoice status shows as paid. Your account access should be restored automatically after the payment clears. 💡 Tips to Avoid Future Payment Issues - Keep your payment card details current, especially before your renewal date. - Monitor your billing history periodically to spot any failed transactions early. - If you need to update your card, do so before a scheduled charge to avoid a failed payment cycle. 🙋 Still Need Help? If you need further assistance, contact our support team directly and request a manual charge retry on the card saved to your account. Be ready to confirm your invoice amount, payment card details, and any add-ons or projects you want retained so the billing team can process the charge without delay.

Fix an Overdue Invoice Payment Error

🔍 What This Article Covers If you received a late payment notice and tried to pay an overdue invoice but saw the error message "Please try subscribing from billing section", this article explains why it happens and the fastest way to get your payment collected so your account stays active. ⚠️ Why This Error Happens This error appears when the platform cannot process a manual payment on an overdue invoice through the standard self-serve flow. It is a known billing issue that has been identified and addressed by our engineering team. In some cases, the payment system cannot complete the transaction automatically, and a manual collection by the Billing team is required to clear the balance. ✅ What You Should Do Because this error cannot be resolved by retrying the payment yourself, the Billing team will need to manually collect the payment on your behalf. Follow these steps to get this resolved as quickly as possible: 1. Gather your details before reaching out — have your invoice amount, the card you want to authorise (card type and last four digits), and the email address on your account ready. This will speed up the process significantly. 2. Open the chat widget inside the Search Atlas platform and let the agent know you have an overdue invoice you cannot pay due to the error message and that you need the Billing team to manually collect the payment. 3. Provide authorisation to the agent — confirm the following details so the agent can pass them to the Billing team: - The exact invoice amount - The card you authorise to be charged (card type and last four digits so the agent can confirm the correct saved card) - Your explicit verbal authorisation to charge that card 4. The agent will escalate to the Billing team, who will manually collect the payment using the card already saved on your account. You do not need to re-enter any card details. 5. You will receive confirmation once the payment has been successfully collected and your account status has been updated. 💡 Before You Reach Out — Gather Your Details Having the right information ready before you open the chat will speed up the manual collection process. Before contacting support, locate the following: - Invoice amount: Find the exact amount owed on the late payment notice or overdue invoice email you received. - Payment method: Identify which card you want to authorise for the charge — note the card type and last four digits from any previous receipts or your bank app. - Account email: Have the email address associated with your Search Atlas account ready so the agent can locate your billing record quickly. 🛠️ Important Notes - Do not attempt to add a new card or re-subscribe through the Top-right corner (avatar) → Billing — this can create duplicate charges. The agent will use the card already on file. - Once you provide authorisation in chat, the Billing team typically processes the manual collection promptly. You will receive an email receipt confirming the charge. - If your account has been restricted due to the overdue balance, access is restored automatically once the payment is confirmed. If you are unsure which card is saved on your account or need to update your payment method before the manual collection, let the agent know at the start of the chat so they can guide you. For any billing questions, contact our support team via the chat widget in the platform and we will be happy to help.

🛠️ Payment Card Declined or Plan Reactivation Failing

🔍 Overview Some customers have encountered a situation where a payment card cannot be added, a charge appears to go through, yet the account plan immediately reverts to a cancelled state. This is a known platform issue that has been identified, logged as high priority, and resolved by the engineering team. If you are currently affected, follow the steps below and contact support so the fix can be applied to your account. ⚙️ What Is Happening A bug in the plan reactivation and charge system caused the following sequence of events: - A payment is submitted and the charge is successfully captured by the payment processor. - Despite the payment going through, the platform incorrectly reverts the account plan to a cancelled status on page reload. - As a result, the account appears inactive even though a valid charge has been made. This issue affected customers attempting to reactivate a cancelled or past-due plan. The engineering team has confirmed the fix is complete and has been deployed. ✅ Steps to Take If You Are Affected 1. Check your billing section. Navigate to your account's billing area to review your current plan status. 2. Check your payment methods. In the billing area, confirm that a valid, non-expired card is on file. If no card is listed, add one using the option available in that section. 3. Attempt reactivation once. If the option to manage or reactivate your subscription is available, try it once. Do not attempt multiple times, as duplicate charges may result. 4. Do not retry repeatedly if the plan reverts. If your plan shows as cancelled immediately after a reactivation attempt, stop and contact support. Retrying multiple times will not resolve the underlying issue and may result in multiple charges. 5. Contact our team immediately. Because this issue required a manual correction on the billing side, our team needs to verify that your account reflects the correct plan status and that no duplicate charges occurred. 💡 How to Confirm Your Payment Was Captured To check whether a charge was processed, navigate to your account's billing area and look for an invoices or payment history section. If an invoice appears for the expected amount, the charge was captured by the payment processor even if your plan appears inactive. Share this information with our support team so they can reconcile your account status. 🚀 Current Status of the Fix The engineering team has marked this bug as resolved. If you previously encountered this issue and your account still shows an incorrect plan status, our billing team can manually correct this for you. No further action is required on your end beyond reaching out to our support team.