Refund Requests & Status

💳 Billing Disputes and Outage Compensation Requests

💡 Requesting a Discount for Reliability Concerns

💳 Requesting a Refund for Unused Credits

💰 Refund Requests for Unused Subscriptions Explained

🔍 Why You May Have Been Charged Some customers purchase what they believe is a one-time webinar or event package, but are inadvertently enrolled in a recurring Search Atlas subscription. This typically happens when a promotional webinar offer is bundled with — or transitions into — a monthly or annual subscription plan at checkout. Common reasons this occurs include: - A webinar registration that included a trial or subscription as part of the offer - An auto-renewal that activated after a promotional period ended - A checkout flow where subscription terms were included alongside a one-time product 📋 How to Identify Your Charges Before contacting support, gather the following information to speed up your refund review: 1. Log in to your Search Atlas account and navigate to Billing or Subscription Settings. 2. Check your plan name, billing cycle, and the date your subscription started. 3. Review your email inbox for any confirmation emails from Search Atlas or Stripe — these will show what plan was purchased and when. 4. Check your bank or credit card statement for the charge amount and dates. Charges of $99 per month indicate an active recurring subscription. ✅ What Our Refund Policy Covers Search Atlas reviews refund requests on a case-by-case basis. While we do not guarantee refunds for all past charges, we take disputes seriously and will investigate any situation where a customer was charged for a plan they did not knowingly activate or use. Key things to know about our refund policy: - Unused subscription time may be eligible for a partial or full refund depending on the circumstances. - Multiple recurring charges for an account with no usage history are given priority review. - Webinar-only purchases that were incorrectly converted to subscriptions are treated as billing errors and escalated accordingly. - Refund eligibility and the number of charges that can be refunded are assessed by our billing team during review. 🚫 Important: Cancel Your Subscription First If you do not want to continue being charged, cancel your subscription immediately before or during your refund request. Submitting a refund request does not automatically cancel your plan. 1. Log in to Search Atlas. 2. Go to Settings → Billing → Subscription. 3. Select Cancel Plan and follow the prompts to confirm cancellation. Once cancelled, your access will remain active until the end of the current billing period, and no further charges will occur. 📩 How to Submit a Refund Request To request a refund review for unexpected or unused subscription charges, follow these steps: 1. Gather your billing details: charge dates, amounts, and the email address linked to your account. 2. Note the reason for your request — for example, that you believed you were purchasing a webinar package, not a subscription. 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 account email, the number of charges you are disputing, and any relevant context about your original purchase. Our team will review your account activity, verify usage, and escalate to our billing specialists if a refund is warranted. Response times may vary, but escalated billing cases are prioritised. ⚠️ Avoid Filing a Credit Card Dispute Before Contacting Us We strongly encourage you to contact our support team before filing a chargeback or dispute with your bank or credit card provider. Filing a dispute while a refund review is in progress can complicate or delay the resolution. Our team is committed to resolving legitimate billing issues fairly and promptly. 💡 Tips to Prevent Future Unexpected Charges - Always review the checkout confirmation page carefully for any subscription terms before completing a purchase. - Check your inbox for post-purchase emails that outline your plan details and renewal dates. - Set a calendar reminder to review your subscription status after any promotional or trial period ends. - Regularly audit your Billing section inside Search Atlas to confirm your active plan. 🙋 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.

📊 Refunds After Ranking Declines

🔍 Understand ranking changes Search rankings can change because of algorithm updates, competitor activity, technical issues, content changes, location, and search personalization. Using Search Atlas does not guarantee a specific ranking or traffic result. A decline alone does not automatically qualify an account for a refund. 🛠️ Check a failed project reset Before requesting a refund, confirm that the reset completed and that you are viewing the correct project, domain, location, and date range. A reset may remove or restart project data and does not restore lost rankings or reverse changes already made on your website. 1. Open Home from the left sidebar and select the relevant project. 2. Review the project status, recent activity, and ranking dates. 3. Compare rankings before and after the decline using the same keywords, search engine, device, and location. 4. Save screenshots or exports showing the error, reset attempt, affected project, and relevant dates. 💳 Request a refund review Refund requests are reviewed according to your agreement, billing terms, purchase type, usage, and the specific circumstances. Include the invoice numbers, project name, reset error, dates, affected features, and the resolution you are requesting. If the issue involves unused quota or a failed operation, mention that clearly so the team can check whether an adjustment or quota restoration applies. Do not delete the project while an investigation is pending. Deleted projects may limit access to historical data and make troubleshooting more difficult. 📈 Provide ranking evidence - Keyword, search engine, country, city, language, and device - Dates and screenshots showing the change - Project URL or domain and the affected campaign - Recent website, content, technical, or backlink changes - Details of any reset attempt, including error messages and timestamps 💬 Contact the support 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.

💳 Refund Request After Service Access Failure

🔍 Overview If you were charged for a Search Atlas subscription or service but were unable to log in or use the platform, you may be eligible for a refund. This article explains what information to gather, how to check your billing details, and how to contact our team to resolve the issue quickly. ⚠️ When a Refund May Apply A refund request is typically valid when all of the following are true: - You were successfully charged (a payment appears in your bank or card statement). - You were unable to access the platform or a specific feature during the billing period. - You reported the access issue within a reasonable timeframe. - The access failure was caused by a platform error, not a local issue such as a forgotten password or browser problem. 🛠️ Step 1 — Verify the Charge in Your Billing History Before contacting support, confirm the charge details inside Search Atlas so our team can locate it instantly. 1. Click your avatar in the top-right corner of the platform. 2. Select Billing from the dropdown menu. 3. Open the Invoices tab to view all charges, dates, and amounts. 4. Open the Activity Log tab to see a timeline of billing events. 5. Note the invoice number, charge date, and amount — you will need these when speaking with our team. 🔎 Step 2 — Check Whether the Access Issue Is Resolved Sometimes access problems are caused by temporary platform issues that are fixed quickly. Before requesting a refund, try the following: - Clear your browser cache and cookies, then reload the platform. - Try a different browser or an incognito/private window. - Check that your subscription status shows as active under Billing → Plans & Top-ups. - If you share access with team members, ask your account owner to verify your seat is still active under avatar → Team Members. If the issue persists after these steps, proceed to contact our support team. 📋 Step 3 — Gather the Information Our Team Will Need To process your refund request as fast as possible, have the following ready before opening the chat: - The email address associated with your Search Atlas account. - The invoice number or charge date from the Invoices tab. - A brief description of the access problem you experienced (e.g., unable to log in, report tool not loading, feature returning an error). - The dates and times when you tried to use the platform and were blocked. - Any error messages you saw on screen, if applicable. 💬 Step 4 — Contact Our Team to Submit Your Request Refunds cannot be processed through the billing settings panel — they must be reviewed and approved by our billing 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. Our team will verify the charge, confirm the access failure on our end, and initiate the refund if it qualifies. Approved refunds are typically returned to your original payment method within 5–10 business days, depending on your bank or card provider. 💡 Tips to Avoid Future Billing Issues - If you ever experience an access problem, report it immediately via the chat widget — do not wait until the next billing cycle. - Enable billing notifications so you are alerted the moment a charge is processed. - Bookmark the Billing → Activity Log tab to monitor charges in real time. - If you need to pause usage, contact our team before your renewal date to discuss options.

📉 Ranking Declines and Refund Requests

📌 Understand ranking changes Search rankings can change because of algorithm updates, competitor activity, search location, seasonality, technical issues, or changes to your website and business profile. A ranking decline does not by itself confirm that the platform caused the change. Before requesting a refund, record the affected keywords, locations, dates, landing pages, and the size of the decline. Compare several dates and search locations rather than relying on one search result. 🔎 Check your project data 1. Open Home from the left sidebar and select the affected project. 2. Review the project’s ranking history and confirm that the correct website, keywords, search engine, device, and location are selected. 3. Check whether the project was paused, deleted, disconnected, or reset during the period being reviewed. 4. Review recent website changes, redirects, indexing issues, Google Business Profile changes, and major content updates. 5. Refresh the data and compare the results with Google Search Console or another trusted source when available. 🛠️ Troubleshoot a project reset failure If a reset does not complete, avoid repeatedly submitting the same action. Repeated attempts may create duplicate jobs or delay processing. 1. Refresh the page and confirm that you are working in the correct project. 2. Check your project settings and connection status. 3. Record the time of the failed reset and save any displayed error message. 4. Refresh the data from Home and allow the system time to finish processing. 5. Do not delete the project while troubleshooting if you need historical ranking data. Include screenshots, the project name, reset time, affected keywords, and the expected result when reporting the issue. This helps the team investigate without requiring repeated explanations. 💳 How refund requests are reviewed Refunds are reviewed individually. A ranking decline, dissatisfaction with results, or time spent using the platform does not automatically qualify an account for a refund. The review may consider the invoice or transaction, product usage, processing status, account history, and whether a technical failure prevented the purchased service from being delivered. Some completed services, credits, top-ups, or third-party costs may have different refund treatment. Do not assume that a refund of one item applies to every invoice or credit type. 📝 Prepare your request - List the specific invoices, charges, or credits you want reviewed. - Explain what happened, including the ranking decline or reset failure. - Provide project names, dates, screenshots, and error messages. - State whether you are requesting a full refund, a partial refund, a credit adjustment, or a technical correction. - Keep the affected project available unless the team asks you to remove it. Refund requests are not guaranteed, but complete evidence helps the team reach the correct decision and identify any eligible service or credit adjustment. 💬 Contact the support 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.

📊 Refund Requests After Ranking Declines

📌 Understand ranking changes Search rankings can change because of Google updates, competitor activity, location, search intent, technical issues, or changes to your website and Google Business Profile. A ranking decline does not automatically confirm that the platform caused the change or qualify an account for a refund. Before requesting a refund, review the affected keywords, locations, dates, landing pages, and any changes made during the same period. Compare several data points rather than relying on one daily result. 🛠️ Troubleshoot a failed project reset 1. Confirm that you are working in the correct project and account. 2. Refresh the page and check whether the reset completed or is still processing. 3. Review your project settings, connected integrations, and available quota. 4. Avoid repeatedly starting the same reset while the first attempt is processing. 5. Record the project name, reset date, error message, and any affected actions. If a reset fails after the available retry attempts, keep the error details available for review. Do not delete the project while investigating, because deletion may remove access to historical project data. 📈 Gather information about the decline - Project name and website - Affected keywords and target locations - Approximate date the decline began - Before-and-after ranking screenshots or exports - Recent website, content, backlink, tracking, or GBP changes - Reset attempts, timestamps, and error messages - Invoices or specific charges included in the request For local projects, review the relevant project under Left sidebar → Local → GBP Projects. You can also check local data through Left sidebar → Local → Local SEO Heatmaps and related Local sections. 💳 Request a refund review Refund requests are reviewed based on the specific charge, service delivery, account activity, and the circumstances documented for the issue. A refund is not guaranteed solely because rankings declined, time was spent using the service, or a reset failed. Explain what happened clearly and request review of the exact invoices or charges in question. Include your evidence and describe the outcome you are seeking. If a system action used quota or credits, include the related project and action so the team can verify whether an adjustment is available. ✅ Prevent future issues - Export or record important ranking data before making major project changes. - Make one significant SEO change at a time and monitor its impact. - Keep project settings, integrations, and business details up to date. - Save screenshots of errors before refreshing, retrying, or deleting a project. - Use consistent keywords, locations, and measurement dates when comparing rankings. 💬 Get help with your case Include the project name, affected dates, ranking evidence, reset error details, and invoice numbers in your 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.

💳 Citation Refunds and Spending Permissions

💡 Overview Citation credits may be used when a campaign submits or maintains listings through a citation network. Refund eligibility depends on the campaign activity, the credits consumed, and whether the charge can be reversed. 💰 Request a citation refund Search Atlas support must review refund requests individually. Include the campaign number, the number of credits in question, and the reason for the request. For example, a request for a 120-credit refund on campaign 7940 should include: - Campaign ID: 7940 - Requested refund: 120 credits - A short explanation of why the charge should be reviewed - Any relevant dates, screenshots, or campaign details Refunds are not guaranteed. If approved, the final amount may differ from the amount requested because refunds are based on eligible usage and the actual cost of the completed work. Refund activity is recorded for account review. 🔒 Prevent unapproved credit spending To reduce unexpected spending, the account owner or administrator should: 1. Review all users with access to the workspace. 2. Remove users who no longer need access. 3. Limit campaign creation, launch, and purchasing access to trusted team members. 4. Require internal approval before a campaign is launched or credits are committed. 5. Review campaign activity and credit usage regularly. Keep in mind that restricting access after a campaign has started may not reverse credits already spent. Confirm who can launch campaigns before inviting new users or changing their permissions. 🧾 Review unexpected usage When you see unexpected spending, note the campaign ID, service involved, credit amount, and approximate time of the activity. This information helps the team compare the charge with campaign records and usage history. Some refunds may appear separately from the original usage entry. Allow time for the account balance and usage records to update after a refund is approved. 💬 Get help with a refund or permissions 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.

💰 Requesting a Refund for Unused Billing Cycles

💡 When You Can Request a Refund If your Search Atlas subscription renewed automatically and you have not used the service during the new billing cycle, you may be eligible for a refund of that charge. Every request is reviewed individually, but refunds are generally considered when all of the following are true: - The charge occurred recently, within the current billing cycle (for example, an invoice billed today). - You have not used Search Atlas since the charge, such as running campaigns, generating reports, or activating OTTO. - Your account is in good standing, and the request comes from the account owner or an authorized user. - You have your invoice ID ready (for example, #130835) so our team can locate the charge quickly. 🔍 How to Find Your Invoice ID Before requesting a refund, locate the invoice for the charge you want refunded: 1. Log in to Search Atlas. 2. Open your account menu and go to Billing. 3. Select Billing History or Invoices. 4. Find the relevant invoice and copy its ID number. Keeping this ID handy speeds up your request and helps our team review it without back-and-forth. 🛠️ How to Request a Refund All refund requests are handled by our support team through the in-platform chat. Here is how to submit one: 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. Share your invoice ID, account email, and a short note explaining that the charge was not used. 4. Our teammate will confirm account activity, review eligibility, and walk you through the next steps. Requests are typically reviewed within one to two business days. If your refund is approved, it is issued to the original payment method and usually appears within five to ten business days, depending on your bank or card provider. 📊 What We Check During a Review To keep the process fair for everyone, our team verifies account activity since the charge date. Usage that may affect eligibility includes: - Running or editing SEO campaigns after the renewal date. - Activating or using OTTO SEO during the new cycle. - Generating reports, site audits, or keyword research data. - Sharing account access or using API connections during the period. If little or no activity is found, refunds for the unused cycle are commonly approved. Requests involving partial usage are assessed case by case, and our team will always explain the outcome clearly so you know exactly what to expect. 🚀 How to Prevent Future Unwanted Charges The easiest refund is the one you never need to request. To avoid surprise renewals: - Cancel before your renewal date. Subscriptions renew automatically, so cancel at least one day before your next billing date. - Check your billing schedule. Your upcoming billing date and plan details are shown on the Billing page. - Consider a downgrade. A lower-cost plan may fit your needs better than a full cancellation. - Set a reminder. Add a calendar reminder a few days before renewal so you have time to decide. Canceling stops future charges only. Your access remains active until the end of the cycle you have already paid for, so you keep the value of that period. 💬 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.

💡 Refund Requests for Unresolved Issues

💳 Understanding refund reviews If a Search Atlas issue has remained unresolved, you can request a review of the related charges. Refund decisions depend on the specific circumstances, billing records, service usage, and the steps taken to resolve the issue. A refund is not automatic because an issue was reported, a feature did not meet expectations, or time was spent troubleshooting. Each request is reviewed individually and may apply to specific billing periods or charges. 📝 What to include in your request Provide clear details so the team can investigate efficiently: - Your Search Atlas username or account ID, so the team can verify the account the charges were made on - The affected project, site, feature, or subscription - A description of the unresolved issue and when it began - Steps you took to resolve it, including relevant scans, settings, or support conversations - The billing periods or transactions you want reviewed - The outcome you are requesting, such as a full or partial refund 🔎 How your request is reviewed 1. The team verifies your account and the charges involved. 2. They review the reported issue, account activity, and troubleshooting history. 3. They determine whether the issue affected the paid service and whether a refund or adjustment is appropriate. 4. You receive an update through the platform with the review outcome and any next steps. ⚙️ Check these items first Before submitting a request, confirm that the issue is still occurring and review the relevant settings and activity in the platform for the feature involved. If the issue involves billing, identify the exact charge and billing period rather than requesting a refund for an unspecified amount. Canceling a subscription prevents future charges but does not automatically refund previous charges. 💬 Submit a refund request Open the chat widget in the bottom-right corner of the platform and type human teammate. Explain that you are requesting a refund review for an unresolved service issue and include the information listed above. 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.

💳 Refund Requests After Access Issues

🔍 Check your account access If you paid recently but cannot see your accounts, first confirm that you signed in with the email address used for payment. If you belong to a team, open the avatar menu in the top-right corner and select Team Members to confirm your membership and role. 💳 Review your payment Open the avatar menu, select Billing, and review the Invoices tab. Confirm that the payment appears and check whether the invoice shows an active plan or service. 🔄 Request access help or a refund If your payment is visible but your accounts are still unavailable, or if you no longer want the service, contact our team through the platform. Include the payment date, invoice details, and the email address on the account. Do not share full payment card details. Refund eligibility and processing depend on the payment and subscription status. Our team can investigate the access issue and explain the available refund options. Requesting a refund does not always immediately deactivate access, so ask the team to confirm both actions. ⏱️ What happens next - The team verifies your account and payment. - They check why your accounts are not visible. - They explain whether a refund is available and how it will be processed. - They confirm any access or 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.

💰 Understanding Refund Requests for Ranking Declines

🔍 Overview We understand how frustrating it can be when your website rankings or organic visibility decline, especially after investing time and resources into your SEO strategy. This article explains Search Atlas's position on refund requests related to ranking performance, what factors influence rankings, and how to get the right support to resolve project or data issues quickly. 📊 Why Rankings Fluctuate Search engine rankings are influenced by a wide range of factors that exist outside any SEO platform's direct control. Before attributing a decline to a tool or feature, it is important to consider the following common causes: - Google algorithm updates: Core and spam updates can shift rankings significantly across entire industries overnight. - Competitor activity: Increased content output or backlink acquisition from competitors can push your positions down. - Technical site issues: Server downtime, crawl errors, or changes to your site's structure can impact indexation and rankings. - Content changes: Edits to on-page content, metadata, or internal linking on your site may affect how Google evaluates relevance. - Seasonal trends: Some niches experience natural ranking shifts tied to seasonal search demand. Search Atlas provides data, recommendations, and automation to support your SEO strategy — but rankings are ultimately determined by search engines, not by any third-party tool. 🛠️ What to Do If You Suspect a Platform Issue If you believe a specific feature or action within Search Atlas has negatively affected your project or data, follow these steps before submitting a refund request: 1. Review your project settings: Confirm that the correct domain is selected and that your tracked keywords are up to date within your project configuration. 2. Review keyword position history: Look for specific dates when declines began to correlate with any changes made inside or outside the platform. 3. Document the issue: Note the specific features involved, dates of change, and any error messages you encountered. This helps our team investigate and resolve your case faster. 4. Contact support promptly: If you have encountered a platform issue you cannot resolve on your own, reach out to the support team as soon as possible to avoid compounding delays. Have your project name, the exact error message (if any), and the date the issue began ready when you escalate. 💡 Search Atlas's Refund Policy for Ranking Declines Search Atlas does not offer refunds based on organic ranking or visibility changes alone. This policy exists because rankings are determined by search engines and are subject to external factors — including algorithm updates, competitor activity, and site-level changes — that are outside the control of any SEO platform. Access to Search Atlas's tools, data, and features remains fully available regardless of how a site's rankings perform during a subscription period. If you believe your refund request is related to a billing error or a platform malfunction rather than organic ranking performance, please contact our support team with the following information ready: - Your account or project name - The specific issue or error you encountered - The date(s) the issue occurred - Any relevant screenshots or error messages Our team will review your case and respond 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.

💳 Duplicate Account Charges and Refund Requests

🔍 What Are Duplicate Charges? A duplicate charge occurs when your account is billed more than once for the same subscription period. This can happen when a second subaccount or subscription is created unintentionally alongside your existing plan. Common scenarios include: - An annual subscription was active, but a separate monthly subscription was created on a subaccount. - A billing retry after a failed payment generated a second active subscription in Stripe. - A plan upgrade or OTTO site addition triggered an additional billing event incorrectly. - Your account was connected to two payment sources (for example, both Shopify and a credit card), resulting in charges from each. If any of these situations match your experience, you are likely eligible for a refund of the duplicate charges. 🧾 How to Confirm You Were Charged Twice Before raising a refund request, verify the duplicate charge by following these steps: 1. Go to the Account Menu in the top-right corner of the platform (click your avatar). 2. Navigate to account menu (person icon, top-right) → Billing to review your active subscriptions in Plans & Top-ups and past charges in Invoices. 3. Check your bank or card statement for charges from Search Atlas during the same billing period. 4. Look for two separate line items with the same or similar amounts on overlapping dates. If you see two charges covering the same subscription period, this confirms a duplicate billing event. ⚠️ Common Causes to Be Aware Of Understanding why duplicate charges happen can help you avoid them in the future: - Re-checkout after a past-due status: If your subscription became past due and you re-entered payment details, a second subscription may have been created instead of reinstating the original. - Subaccount creation: Adding a team member or subaccount under certain legacy billing configurations sometimes triggered an independent subscription. - Multiple payment integrations: Accounts connected to both Shopify billing and a direct credit card occasionally received charges from both sources simultaneously. - OTTO site pricing events: Adjustments to OTTO site allocations in some cases generated an extra billing line item. 💰 How to Request a Refund Search Atlas reviews all duplicate charge claims and processes eligible refunds. To get your refund resolved as quickly as possible, please have the following information ready before contacting support: - The email address associated with your Search Atlas account. - The dates and amounts of the charges you believe are duplicates. - Your subscription type (annual or monthly) and when it started. - Screenshots or transaction IDs from your bank statement or billing history, if available. Once you have this information, reach out through the live chat widget so our billing team can locate your account, verify the duplicate, and process your refund. Refunds are typically returned to your original payment method within 5–10 business days, depending on your bank or card issuer. 🛡️ How We Prevent This Going Forward Our engineering team has identified and resolved the root causes behind the most common duplicate billing scenarios, including: - Preventing new subscriptions from being created during a re-checkout flow when an existing subscription is already on file. - Fixing incorrect pricing events triggered by OTTO site changes. - Blocking simultaneous charges across multiple payment integrations (Shopify and direct card). These fixes are live, so new accounts and renewals are no longer affected by these issues. If you are on a legacy billing plan and are unsure whether your setup is at risk, contact our team and we will review your account configuration. 💬 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 a Credit Type Mismatch or Request a Refund

🔍 Understanding Credit Types in Search Atlas Search Atlas uses several distinct credit types, each designed for a specific set of features. The most common types include standard credits (used for keyword research, content tools, and general platform actions) and Hyperdrive credits (used for press releases, Cloud Stacks, Publisher Exchange, and data aggregator citation submissions). Because these credit pools are separate, purchasing one type does not automatically make it usable for a feature that requires another type. This mismatch is the most frequent reason customers contact support after a credit purchase. ⚠️ Why Credit Conversion Is Not Self-Service At this time, Search Atlas does not offer an in-platform tool to convert one credit type to another. Conversions and refund requests must be reviewed and processed manually by our support team. This ensures accuracy and prevents any credits from being lost or double-counted during the switch. ✅ What You Can Request If you purchased the wrong credit type, you have two options: - Credit conversion: Our team can convert the unused credits to the correct type (for example, converting standard credits to Hyperdrive credits) so you can proceed without losing the value of your purchase. - Refund: If a conversion is not suitable, you may request a refund for the unused credits. Refunds are assessed based on whether the credits have been used and how recently the purchase was made. 📋 Before You Contact Support — Gather These Details To speed up your request, have the following information ready when you open the chat: 1. The number of credits purchased (for example, 120 credits). 2. The credit type you purchased (for example, standard credits). 3. The credit type you actually need (for example, Hyperdrive credits). 4. The date of purchase and the approximate amount paid (for example, $120). 5. Confirmation of whether any of the credits have been used already. ⚙️ How the Refund or Conversion Process Works Once you contact support with the details above, here is what to expect: 1. A team member will verify your purchase and confirm the unused credit balance on your account. 2. They will confirm whether a conversion or a refund is the right path for your situation. 3. If a conversion is approved, the incorrect credits will be removed and the correct credit type will be added to your account once our team processes the request. 4. If a refund is approved, it will be processed back to your original payment method. Processing time varies depending on your payment provider, and there is no fixed guaranteed window. 💡 Tips to Avoid a Mismatch in the Future - Before purchasing credits, check which credit type is required inside the specific tool you plan to use. Each tool displays its required credit type on its main settings or submission page. - If you are unsure which credit type to buy, start with a smaller test purchase before committing to a larger bundle. - Review your current credit balances via Avatar (top-right) → Billing before purchasing to confirm you are adding the right type. 🆘 Need Help With Your Specific Purchase? 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.

💳 Refunds, Non-Renewal, and Data Export Requests

🔍 Overview If you have experienced service failures, unauthorized automated changes, or simply wish to end your subscription, Search Atlas has a clear process for handling refund requests, cancellations, non-renewals, and data exports. This article walks you through each step so your request is handled as quickly as possible. 💳 How to Request a Refund Refund eligibility depends on your subscription type and the nature of your concern. To submit a refund request: 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with our support team. 4. Clearly state that you are requesting a refund and include: your account email, subscription plan name (e.g., Growth Annual), the date of your most recent charge, and a brief description of the service issue that prompted the request. Our team will review your case against our refund policy and respond with next steps. Annual subscription refunds that involve unresolved service failures are treated as priority escalations. 🚫 How to Cancel Auto-Renewal To prevent your subscription from renewing automatically on its next billing date, contact our support team who can process a non-renewal request on your behalf: 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. State that you would like to cancel auto-renewal on your account and provide your account email and current subscription plan name. 4. Our team will confirm the cancellation and you will receive confirmation that auto-renewal has been disabled. Your access to the platform will continue until the end of your current paid period. Cancelling renewal does not automatically trigger a refund — submit a separate refund request if needed (see section above). ⏸️ How to Suspend Automated AI Actions If OTTO SEO or any AI-powered automation is making changes to your live site that you did not authorise, contact our support team immediately so we can intervene and pause automated activity at the account level: 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 your account email, the affected site or project name, a description of the unauthorized changes observed, and the approximate date and time they occurred. Note on AI Image Replacement: If images on your site were replaced without your explicit approval, this constitutes an unauthorized automated change. Contact our team as described above so we can stop further changes and review what occurred. If applicable, document the affected URLs and any before/after details to help expedite the investigation. 📦 How to Request a Data Export If you need a copy of your account data — for example, prior to cancelling your subscription — our support team can assist with processing a data export request: 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. State that you are requesting a data export and provide your account email and a description of the data you need (e.g., project reports, keyword rankings, audit history). Our team will confirm what data is available for export and provide it in the appropriate format. We recommend submitting this request before your subscription ends to ensure continued access to your information during the 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.

💰 Requesting a Refund for Service-Related Issues

🔍 Overview If you believe a Search Atlas tool — such as OTTO SEO — has caused unintended changes to your website that resulted in broken functionality or lost business, you may be eligible for a refund or account credit. This article explains what information our team needs and how to submit your request for review. ⚠️ Common Issues That May Qualify Some customers have reported that automated optimisations applied by OTTO SEO or other Search Atlas tools occasionally conflict with existing website configurations. Examples include: - Broken mobile menus or navigation elements after optimisations were applied - Unexpected layout changes on WordPress or other CMS platforms - Scripts or code injections that interfered with third-party plugins or themes - Site performance degradation following an automated update These situations are taken seriously. Our team will investigate every reported case before making a refund determination. 📋 Document the Issue Before Reaching Out A well-documented report significantly speeds up the review process and strengthens your refund case. Please gather the following before contacting support: - Screenshots or screen recordings showing the broken elements (especially mobile view) - The date and approximate time the issue first appeared - The specific Search Atlas actions or optimisations that were applied around that time - Your website URL and the CMS or theme you are using - Evidence of business impact if applicable — for example, analytics showing a drop in traffic or conversions during the affected period - The charge amount and billing date you are requesting a refund for 📨 Submit Your Refund Request Once you have gathered your documentation, contact our support team directly with the details above so our team can begin the review. Refund requests are assessed on a case-by-case basis, and a member of our team will follow up with the outcome of the review. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Understand Billing Disputes and Refund Processing

🔍 Overview If you cancelled your Search Atlas account and later noticed an unexpected charge — or if you are unsure whether a previously requested refund was processed — this article explains how our billing cycle works, what can cause post-cancellation charges, and how to get a resolution quickly. ⚙️ How Billing Works After Cancellation When you cancel your Search Atlas subscription, your plan remains active until the end of the current billing period. Here is what to expect: - Access continues until the last day of the period you already paid for. - No renewal charge should occur once cancellation is confirmed before the next billing date. - Annual plans follow the same rule — cancellation stops the next annual renewal, not the current term. If a charge appeared after your cancellation date, it is likely caused by one of the scenarios described below. ⚠️ Common Reasons for a Post-Cancellation Charge - Cancellation processed after the billing date: If your cancellation was submitted on or after your renewal date, the system may have already captured the next cycle's payment before the cancellation took effect. - Reactivation during the cancellation window: Logging back in and clicking a reactivation prompt can restart your subscription and trigger an immediate charge. - Duplicate subscription: In rare cases, a technical issue during account transfer or plan switching can create a second active subscription. This is resolved by our team upon review. - Delayed payment processing: Occasionally a pending payment authorised before cancellation is captured a few days later, making it appear as a post-cancellation charge. 💡 How to Check Whether a Previous Refund Was Processed Refunds issued by Search Atlas are returned to the original payment method. Processing times vary: - Credit and debit cards: 5–10 business days to appear on your statement, depending on your bank. - PayPal or alternative methods: Up to 5 business days. To verify a refund: 1. Check your bank or card statement for a credit entry from Search Atlas or Stripe (our payment processor). 2. Look for the refund reference date provided by our support team, not the date it was requested. 3. If you do not see the credit after 10 business days, contact your bank — they may need to manually release held funds. If you were told a refund was issued in 2024 and you still cannot locate it, our team can re-confirm the Stripe transaction ID so you can trace it with your financial institution. 🛠️ Steps to Dispute an Unexpected Charge 1. Gather the details: Note the exact charge date, amount, and the last four digits of the card that was billed. 2. Check your cancellation confirmation: Look for a cancellation email or in-app confirmation showing the effective date. 3. Review your account status: Log in to Search Atlas and go to your account settings (top-right avatar) to confirm your subscription is shown as cancelled. 4. Contact our team via live chat: Use the chat widget described at the end of this article. Provide the charge date, amount, and any confirmation emails you have. Our team can pull the full billing ledger and Stripe records to investigate. 📊 What Happens During a Refund Investigation Once our support team receives your dispute, here is the standard process: - We verify the cancellation date against the charge date in Stripe. - We confirm whether a duplicate subscription or reactivation event occurred. - If the charge is confirmed as unauthorised, a refund is issued directly in Stripe and you will receive a confirmation. - If a refund was previously issued, we provide the Stripe transaction ID and date so you can verify it with your bank. Most billing investigations are resolved within 1–3 business days. 🚀 How to Prevent Future Billing Issues - Cancel your subscription at least 24 hours before your next renewal date to avoid timing conflicts. - After cancelling, look for a confirmation email and save it for your records. - Avoid clicking reactivation prompts in the platform if you intend to remain cancelled. - If you are transferring your account to another user, contact support before making changes to avoid duplicate subscription errors. 💬 Need Help With a Specific Charge? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Please have the following ready to speed up the process: - The date and amount of the disputed charge - Your cancellation confirmation (email or screenshot) - The email address associated with your Search Atlas account

💸 How to Request a Refund for Unused Months

This article explains how to request a refund if you were charged for one or more months during which you did not use your Search Atlas account. Refunds involving billing adjustments require review by our support team, but the steps below will help you prepare and submit your request as smoothly as possible. 📍 What to Prepare Before Reaching Out Before contacting support, gather the key details that will allow the agent to locate your account and review your billing history quickly. Having this information ready will help your request be processed as efficiently as possible. - The email address associated with your Search Atlas account - The plan name or subscription tier you are on - The specific month or months for which you are requesting a refund - A brief explanation of why the account went unused during those months 🛠️ Step-by-Step 1. Log in to your Search Atlas account. If you no longer have access, note the email address associated with the account — you will need it. 2. Identify your subscription details: the plan name, the billing email address on the account, and the specific month(s) for which you are requesting a refund. 3. Note a brief explanation of why the account went unused during those months, as the agent may ask for context. 4. Contact our support team and provide your account email, the specific month(s) you did not use the account, and your explanation for the refund request. 5. The support agent will review your account activity and billing history and advise you on next steps. ✅ What to Expect Once you have contacted support with the details above, an agent will review your account and billing history and let you know the outcome of your request. Be sure to keep a record of your support conversation for follow-up if needed. If you do not receive a response within a reasonable timeframe, reach out again and reference your original conversation. 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, Receipts, and Refund Requests

🔍 Why You May See a Charge from Search Atlas Search Atlas subscriptions are billed automatically on a recurring cycle (monthly or annually) based on the plan selected at sign-up. Charges appear on the credit or debit card associated with the account at the time of billing. Common reasons customers see unexpected charges include: - A subscription was set up under a business account you previously managed - Auto-renewal occurred after a free trial or promotional period ended - A plan upgrade was applied mid-cycle, resulting in a prorated or additional charge - Billing details were not updated after a change in business ownership or account access If you no longer have access to the account associated with the charge, this is considered an account access issue and must be resolved before a refund can be assessed. See the section below for how to get help. 🧾 How to Access Your Receipts and Invoices If you still have access to the Search Atlas account, you can download your receipts directly from the platform: 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner and select Billing. 3. Navigate to the Billing History or Invoices section. 4. Click Download next to any invoice to save a PDF copy. If you do not have access to the account, you cannot retrieve invoices independently. In this case, contact our support team directly using the live chat widget so we can verify your identity and provide the necessary documentation. 🚫 What Counts as an Unauthorized Charge An unauthorized charge is one that was processed without your knowledge or consent. This may apply if: - Your card was used on an account you did not create or authorize - You no longer have ownership of or access to the business that held the subscription - You were charged after you believed the account was cancelled - You were charged more times than expected within a billing period Charges that occur due to active subscriptions — even if you forgot about them or no longer use the service — are not automatically classified as unauthorized. However, our team reviews each case individually and fairly. 📋 Search Atlas Refund Policy Overview Search Atlas evaluates refund requests on a case-by-case basis. Here is what you should know: - Cancellation before renewal: If you cancel before your next billing date, you will not be charged for the following period. Refunds are not issued for unused time within an active billing cycle unless exceptional circumstances apply. - Duplicate or erroneous charges: If you were charged more than once for the same billing period due to a system error, you are entitled to a full refund of the duplicate charge(s). - Charges after cancellation: If you were charged after a confirmed cancellation, our team will review the cancellation record and process a refund if the charge was applied in error. - No account access: If charges were applied to a card linked to a business account you no longer control, our team will verify ownership and billing history before taking action. - Timeframe: Refund requests should be submitted as soon as possible. The longer you wait after a charge, the more likely a request is to require additional review — so reach out promptly. 📝 What to Prepare Before Contacting Support To help our team resolve your case quickly, gather the following information before reaching out: - The email address associated with the Search Atlas account (if known) - The exact charge amount(s) and date(s) as shown on your bank or card statement - The last four digits of the card that was charged - Any confirmation emails or receipts you may have received from Search Atlas - A brief description of your relationship to the account (e.g., former business owner, employee, etc.) Having this information ready will allow our team to locate the account, verify the charges, and process your request without unnecessary delays. 💬 How to Request a Refund or Get Further Help Our billing team handles all refund requests and account access disputes directly through the platform's support chat. This ensures your case is logged, tracked, and resolved securely. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Please note: if you do not currently have access to the Search Atlas platform, ask someone with access to initiate the chat on your behalf, or visit the Search Atlas login page and use the chat widget available there.

💳 GBP Slots Pricing, Billing & Refund Requests

🔍 Why Does My Bill Show $118/mo Instead of $99/mo? If your invoice shows a higher amount than your base plan price, the difference is almost always caused by add-on GBP (Google Business Profile) slots purchased separately from your subscription. Here is how the math typically works: - Base plan: $99/mo - Additional GBP slot add-on: billed at your plan's listed per-slot add-on rate (check your Subscription page for the exact amount) - Total billed: base plan plus one add-on line item per extra slot Add-on slots are billed on top of your base subscription and renew automatically each billing cycle. Always check your invoice line items to confirm which add-ons are active on your account. 📊 Why Does My GBP Quota Show 0 of 0? A quota displaying 0 of 0 usually means one of the following: - Your GBP slots have not yet been assigned or activated inside the platform. - The add-on purchase did not complete successfully, leaving the slots in a pending state. - There is a sync delay between billing and your account dashboard — this typically resolves within a few minutes. To check your current GBP slot allocation, go to Avatar (top-right) → Billing → Plans & Top-ups (Add-on section) and review the add-ons listed under your active plan. If slots are shown as purchased but your quota still reads 0 of 0 after 10 minutes, a manual sync may be needed. 🛠️ How to Verify Your Active Add-Ons 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner and select Settings. 3. Navigate to the Subscription or Billing tab. 4. Review the list of active add-ons and their associated monthly costs. 5. Cross-reference this list with your most recent invoice to confirm every line item matches an add-on you intended to purchase. 💡 How to Request a Refund for a GBP Slot Purchase Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a quick resolution, please have the following information ready before reaching out: - The date of the charge you are disputing. - The exact amount billed. - A brief explanation of why the purchase was unintended or unused. - Your account email address and subscription plan name. Our support team will review your request, verify the purchase history, and confirm eligibility before processing any refund. Refunds are generally applied back to your original payment method once approved; exact timing depends on your bank or card issuer, and there is no fixed refund window guaranteed. ✅ Tips to Avoid Unexpected GBP Charges - Review your active add-ons every billing cycle under Avatar (top-right) → Billing → Plans & Top-ups (Add-on section). - Remove any GBP slot add-ons you no longer need before your next renewal date to stop future charges. - Enable billing notifications in your account settings so you receive an email before each renewal. - If you are unsure whether you need additional GBP slots, start with your base plan allocation before purchasing extras. 💬 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.

💳 Understanding Account Freezes and Refund Requests

🔍 What Is an Account Freeze? Search Atlas subscriptions cannot be paused or frozen. In Billing → Services, the only available options are Cancel (which takes effect at the end of the current billing period) and Activate (to undo a pending cancellation). "Temporary Pause" appears only as a reason you can select on the cancellation survey — it does not pause your account. If you submitted what you thought was a freeze request, your subscription was not actually paused, and billing will continue to run on its normal cycle until a cancellation is submitted and takes effect. ⚠️ Why You May Still Be Charged After a Freeze Request Billing at Search Atlas is processed automatically based on your renewal date. If your freeze request was submitted close to — or after — your billing date, the charge may have already been triggered before the freeze was applied. Common reasons this happens include: - The freeze request was submitted within 24–48 hours of your billing renewal date. - There was a processing delay between your request submission and confirmation. - The freeze was not fully confirmed before the billing cycle closed. A freeze request alone does not guarantee that an upcoming charge will be blocked. Always check for a confirmation message or email after submitting your request. ❄️ Your Subscription Options In Billing → Services, the only available subscription actions are: - Cancel: Ends your subscription at the close of the current billing period. You will not be charged again after cancellation is confirmed. - Activate: Undoes a pending cancellation so your subscription continues. There is no option to pause or freeze the subscription itself. 💰 How to Request a Refund for an Unexpected Charge If you were charged after submitting a cancellation request and believe the charge was applied in error, follow these steps to request a refund: 1. Log in to your Search Atlas account. 2. Navigate to your account settings by clicking your avatar in the top-right corner, then go to Team Members or visit /settings. 3. Confirm the date your cancellation request was submitted and whether you received a confirmation. 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. 5. Share your cancellation request date, the charge date, and any confirmation you received. Our team will review your case and advise on next steps. Refund eligibility is reviewed on a case-by-case basis. Having your request date and billing details ready will help speed up the process. ✅ Best Practices to Avoid Unexpected Charges To reduce the chance of being billed after a cancellation request, keep these tips in mind: - Submit cancellation requests at least 5 business days before your next billing date. - Always wait for a written confirmation of your cancellation before assuming it is active. - Check your billing renewal date in your account settings so you know when the next charge is scheduled. - If you are unsure whether your cancellation was successfully applied, contact support immediately — do not wait until after you are charged. 🛠️ 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.

💳 Understanding Refund Requests Outside the Refund Window

🔍 Overview We understand that your business needs can change, and there may be times when you feel a subscription or purchase no longer fits your workflow. This article explains how our refund policy works, what happens when a request is made outside the standard refund window, and what options may be available to you. 📋 Our Standard Refund Policy Search Atlas offers refunds within a defined refund window from the date of your most recent charge. Requests made within this period are reviewed and, if approved, processed promptly. Outside of this window, refunds are not automatically guaranteed but may still be considered under certain circumstances. Key points to be aware of: - The refund window is calculated from the date of the charge, not from the date you stopped using the platform. - Low or no usage does not automatically qualify an account for a refund once the refund window has passed. - Partial refunds may be issued in specific cases, such as billing errors or qualifying service issues. ⚠️ What Happens If You Request a Refund After the Window If you submit a refund request after the standard refund period has ended, our billing team will review your account on a case-by-case basis. While we cannot guarantee a refund in these situations, we take every request seriously and consider the full context of your account. During the review, our team may look at: - The length of time since the charge was made - Your account activity and usage history - Whether a billing error or internal issue contributed to the charge - Any extenuating circumstances you provide If your request is approved, you will be notified of the refund amount and timeline. If it is declined, our team will explain the reason and, where possible, suggest alternatives such as account credits or plan adjustments. 💡 Common Reasons Customers Request Late Refunds One of the most common reasons customers reach out is reduced platform usage over time. If your team has scaled back how often you use Search Atlas, here are a few things to consider before submitting a refund request: - Downgrading your plan may better suit your current needs and reduce your monthly cost without losing access entirely. - Pausing certain features or adjusting your subscription can help align your spend with actual usage. - Reviewing your changelog and activity with our support team can help identify whether a billing concern or technical issue contributed to low engagement. 🛠️ How to Submit a Refund Request 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Describe your situation clearly, including the charge date, the reason for your request, and any relevant account history. 4. A member of our team will review your request and follow up with next steps. Tip: The more context you provide — such as when you last used the platform and why you feel the charge was not warranted — the faster our team can assess your case. ❓ Frequently Asked Questions Can I get a refund just because I didn't use the platform much? Low usage alone does not automatically qualify for a refund, especially after the standard refund window. However, if there was a billing error or another qualifying issue, your request will still be reviewed carefully. Will I be penalised for submitting a late refund request? No. Submitting a request outside the refund window simply means the outcome is not guaranteed. Our team will always review your case fairly and with full context. How long does a refund review take? Review timelines vary depending on the complexity of the case. Our billing team aims to respond as quickly as possible, and you will be kept informed throughout the process. What if my refund is declined? If your refund request is declined, our team will explain the reason and explore whether any alternative solutions — such as a plan change or account credit — may apply to your situation. 📞 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.

💳 Transfer Your Account and Request a Refund

Overview If you need to move your Search Atlas membership to a different account — for example, to a new email address — or if you've been charged twice for the same billing period, this article explains what to expect and how to prepare so our support team can resolve your issue as quickly as possible. Please note: Neither account transfers nor duplicate charge refunds can be completed through self-serve tools. Both require our support team to review and action your request directly. This article is designed to help you escalate efficiently. How Account Transfers Work Search Atlas memberships are tied to the email address used at sign-up. A full account transfer means moving your subscription, settings, and data to a different account owner. Because this involves billing and account security checks, transfers are handled directly by our support team. To request a membership transfer, have the following ready before you reach out: - Your current account email address (the one the subscription is active on) - The destination email address you want the membership transferred to - Confirmation that you authorise the transfer — our team will verify ownership before making any changes Once verified, our team will migrate your subscription to the new account. You do not need to cancel and re-subscribe manually — doing so may result in a duplicate charge. What Is a Duplicate Charge? A duplicate charge occurs when your payment method is billed more than once for the same subscription period. If you see two charges from Search Atlas within the same billing cycle, do not cancel either subscription yourself, as this may complicate the refund process. Contact our support team first. How to Request a Duplicate Charge Refund Our support team can review your billing history and issue a refund for any confirmed duplicate charge. To speed up the process, have the following ready before you reach out: 1. The email address on your Search Atlas account 2. The charge amount and approximate date of the duplicate transaction 3. A screenshot or reference number from your bank or payment receipt, if available Once our team confirms the duplicate charge, they will process the refund and notify you of the expected timeline based on your bank or card issuer. 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 Refund Requests for SEO Results

🔍 Why Rankings May Not Have Improved Before requesting a refund, it's worth understanding the most common reason SEO tools don't deliver visible ranking gains: content was created but never published. Search engines can only rank pages that are live on your website. If you used Content Genius to generate articles but never published them — for example, because your site runs on Wix and does not support the WordPress sync integration — those articles have had no impact on your rankings. Other factors that affect results include the age of your domain, the competitiveness of your target keywords, the consistency of on-page optimisations, and whether technical fixes recommended by OTTO were actually applied. SEO improvements typically take three to six months of consistent action to appear in ranking data. 📋 Search Atlas's Refund Policy — Key Points Search Atlas's billing team evaluates every refund request individually. Based on the platform's standard policy, the following positions apply: - No guarantee of results: Search Atlas provides tools and data to support your SEO strategy. Ranking improvements depend on how those tools are used and are not guaranteed. - Non-refundable one-time services: Press releases and cloud stacks are final-sale purchases. Once ordered and delivered, these costs are not eligible for refunds. - User action is required: Subscriptions give you access to the platform. If generated content was not published, optimisations were not applied, or recommendations were not acted on, this is considered user inaction and is taken into account during a refund review. ⚙️ What Happens During a Manual Account Audit When a refund is requested, the support team carries out a manual audit of your account. This review checks: 1. Whether Content Genius articles were published on your live website. 2. Whether OTTO on-page recommendations were deployed. 3. Whether your CMS (e.g. Wix, Squarespace) is compatible with available integrations such as WordPress sync. 4. The volume and type of services used since your subscription started. The outcome of this audit directly informs whether a partial or full refund is escalated to the billing team, or whether an alternative resolution is offered instead. 🛠️ Steps to Take Before Submitting a Refund Request Taking these steps first can both improve your results and strengthen your case if you do proceed with a request: 1. Publish your Content Genius articles. If your site is on Wix or another platform without direct sync, export the content and publish it manually through your CMS. 2. Apply OTTO recommendations. Log in to OTTO and work through the on-page optimisation tasks that have not yet been deployed. 3. Review your keyword targets. Confirm that the keywords you are tracking are realistic for your domain authority and are being targeted on published, indexed pages. 4. Check indexation. Use the platform's indexing tools to verify that your published pages are being crawled and indexed by Google. 5. Allow sufficient time. If you have recently published content or applied fixes, allow at least 60 to 90 days before evaluating ranking movement. 💬 How to Submit a Formal Refund Request If you have reviewed the points above and still wish to request a refund, contact the support team directly through the platform. An agent will conduct an account audit and escalate your case to billing. Be ready to provide: - The approximate date your subscription started. - A description of the actions you took inside the platform (content created, optimisations applied, etc.). - Details of any specific services purchased, such as press releases or cloud stacks. - Your website platform (e.g. WordPress, Wix, Shopify). If a full refund is not approved, the billing team may offer alternatives such as a free platform month or a credit toward future services. 📊 Alternatives to Cancelling Your Subscription If your goal is to start seeing results rather than to cancel, consider asking the support team for a guided account review. Agents can identify exactly which steps have not yet been completed and help you build a realistic action plan based on your site and niche. Many accounts that show no ranking improvement have simply not yet published or deployed the content and fixes the platform recommended. 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 Your AI Premium Refund Status

💡 What Is an AI Premium Top-Up Refund? AI Premium top-ups give you extra credits for generating content and running AI-powered features in Search Atlas. If you purchased a top-up and requested a refund—whether due to an accidental charge, a duplicate purchase, or a billing issue—you can track the status of that request through a few simple steps. 📊 How to Check Your Refund Status Currently, refund requests for AI Premium top-ups are processed by our billing team. To check on the status of a refund you have already requested, follow these steps: 1. Check your email inbox. After submitting a refund request, you should receive a confirmation email. Keep this for your records and note any reference number provided. 2. Review your original payment method. Depending on your bank or card issuer, refunded amounts may take additional time to appear on your statement after approval. 3. Reach out to our support team. For the most up-to-date status on your refund, use the contact instructions at the bottom of this article. ⏱️ Understanding Refund Processing Times Refund processing involves two stages: - Internal review: Our billing team reviews your refund request, verifies the transaction, and approves the refund. - Payment processor and bank: Once approved, the refund is sent to your original payment method. Your bank or card issuer then processes the credit back to your account. Total processing time varies depending on your bank or card issuer. Weekends and holidays are not counted as business days and may extend the overall timeline. 🛠️ What to Do If Your Refund Is Delayed If your refund is taking longer than expected and you still do not see the credit on your statement, take these steps: - Contact your bank or card issuer. Ask them to check for any pending refunds linked to your account. Some financial institutions hold refunds for additional processing before posting them. - Verify the correct payment method. Refunds are always returned to the original payment method used for the purchase. Make sure you are checking the right card or account. - Reach out to our support team. If your bank confirms no pending refund, our team can provide proof of the refund transaction that you can share with your bank to help locate the funds. 🔑 Tips to Avoid Refund Delays To help your refund process as quickly and smoothly as possible, keep the following in mind: - Provide accurate details. When reaching out about a refund, have your account email, the date of the original purchase, the amount charged, and any reference number from your confirmation email ready so our team can locate your request quickly. 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.

💰 Request Refund for Accidental Upsell Purchase

📋 Overview If you unintentionally bought additional content packs or upsells alongside your Platinum subscription, you can request a refund. Our team reviews these requests and processes approved refunds back to your original payment method within 5–10 business days. ✅ Eligibility Refunds are typically approved when: - The purchase was made by mistake - You only intended to keep the Platinum plan - The request is submitted promptly after the accidental purchase 🛠️ How to Request a Refund 1. Open the chat widget in the bottom-right corner of the platform 2. Type human teammate to connect with a support agent 3. Provide your account email and the order or invoice number for the accidental purchase 4. State that you only need the Platinum plan and request a refund for the extra packs ⏱️ Refund Timeline Once approved, the refund is issued to your original payment method. It usually appears within 5–10 business days, depending on your payment provider. 💡 Tips to Avoid Accidental Upsells - Review your cart carefully before confirming any purchase - Confirm only the Platinum plan is selected if that’s all you need - Use the order summary screen to verify items and pricing 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 Include the date of the purchase, the amount charged, and any relevant context such as a previous support conversation that may have led to the accidental purchase. Refunds are not automatic; each case is reviewed individually by the Billing and Accounts team as a policy exception.

💳 Billing History, Refunds, and Credit Requests

📋 Overview This article explains how to request a multi-month billing history, dispute where a refund is sent, and claim credits for services that were canceled or never delivered — such as unpublished press releases or unused cloud stacks. 🗂️ How to Request a Detailed Billing History Search Atlas can provide a detailed charge-by-charge billing summary for any account. If you need up to 13 months of billing history — including charges across multiple email addresses linked to your account — follow these steps: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a member of our team. 3. Provide the following information: - All email addresses associated with the accounts in question. - The date range you need (up to 13 months). - Any specific charge types you want itemized (e.g., press releases, cloud stacks, recurring top-ups). 4. Our team will compile and send you a complete, itemized billing summary. Note: If your account was migrated to a new billing system, some legacy line items may appear under different labels (for example, "Recurring Topups"). Our team can clarify every charge and confirm whether duplicates or stacked charges were applied in error. 💸 How to Request a Refund to Your Card By default, eligible refunds may be issued as account credits. If you prefer a refund returned directly to your original payment card instead, you must explicitly request this. 1. Open the chat widget in the bottom-right corner of the platform and type human teammate. 2. State clearly that you want the refund processed to your card on file, not as platform credits. 3. Provide the charge amount, approximate charge date, and the last four digits of the card if available. Our billing team will review your request and confirm the refund method before processing. Refunds to a card typically take 5–10 business days to appear, depending on your bank. Important: Refunds cannot be split between a card and credits after processing has begun. Confirm your preferred method before our team initiates the refund. 🎁 How to Request Credits for Unused or Unpublished Services If you were charged for a service that was canceled, never published, or not delivered — such as press releases that remain unpublished or cloud stacks that were not activated — you may be eligible for account credits or a reversal of those charges. 1. Identify the specific services you believe should be credited. Common examples include: - Press releases that were ordered but never published. - Cloud stack orders that were not fulfilled. - OTTO top-up charges that continued after cancellation. 2. Open the chat widget in the bottom-right corner of the platform and type human teammate. 3. Share the service name, the charge amount, and the date(s) the charges appeared. 4. Our team will verify the service status in your account and apply the appropriate credit or refund. Credits are applied to your Search Atlas account balance and will automatically offset your next billing cycle charge. ❌ How to Cancel a Publication or Service To cancel a press release, cloud stack, or any other recurring service before it is published or renewed: 1. Navigate to the relevant section in your Search Atlas dashboard (e.g., Press Release Manager or Cloud Stacks). 2. Locate the item you want to cancel and select Cancel or Remove. 3. If the cancellation option is not visible — or if the service has already been charged — contact support immediately via the chat widget so our team can stop the service before it processes further. Tip: Cancel a service as early as possible in your billing cycle. Charges for services already in production may not be fully reversible. ⚠️ Common Billing Issues to Be Aware Of Our team is actively working to resolve several known billing edge cases. Here is what to watch for on your statements: - Stacked recurring top-up charges: Some accounts that were migrated between billing systems may show duplicate or stacked "Recurring Topup" line items. These are being investigated and eligible overcharges will be reversed. - OTTO top-up charges after cancellation: In some cases, OTTO top-up fees continued to bill after a cancellation was requested. If you see this on your account, contact our team and the charges will be reviewed for reversal. - Immediate charges during free trials: Plan upgrade charges should now be deferred until the end of your 7-day free trial. If you were charged immediately during a trial period, our team can review this for a correction. 🙋 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 Subscription Charges and Request Refunds

🔍 Why Was I Charged Immediately? Search Atlas subscription plans are billed at the start of each billing cycle. If you were charged immediately upon signing up or upgrading, this is expected behavior — your plan activates right away and billing begins from that date. Important: Search Atlas does not offer an automatic 30-day free trial on all plans. Promotional trial offers, when available, are applied only through specific sign-up links or coupon codes. If you did not use a valid trial promotion at checkout, a charge will be applied immediately. ⚠️ Common Reasons for Unexpected Charges - No trial code applied at checkout: If a promotional trial link or code was not used, your subscription is charged immediately upon confirmation. - Plan upgrade mid-cycle: Upgrading your plan can trigger a prorated or immediate charge for the difference in plan cost. - Add-on activation: Activating features such as OTTO SEO or other add-ons may generate a separate charge outside your base subscription. - Duplicate subscription after cancellation: In rare cases, a billing error may create a duplicate subscription. If you believe this has happened, contact our team immediately. - Top-ups bundled into billing: Credit top-ups purchased during a billing cycle may appear alongside your subscription renewal as a combined charge. 📋 Before Disputing With Your Bank We strongly encourage you to contact our support team before filing a dispute with your credit card company. Chargebacks can delay your refund, freeze your account access, and complicate the resolution process. Our team can typically resolve billing issues much faster through direct communication. 1. Check your email inbox for a receipt from Search Atlas or Stripe confirming the charge amount and date. 2. Log in to your Search Atlas account and review your billing history to confirm what was charged and when. 3. Note the exact charge amount, date, and any relevant context (e.g., you upgraded a plan or activated an add-on). 4. Contact our support team via the live chat widget with this information ready. 💡 How to Check Your Billing History 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner. 3. Select Billing to open the Billing page. 4. Review the Plans & Top-ups, Services, Invoices, and Activity Log tabs for a record of recent charges and plan details. If you notice a charge that does not match your plan, an add-on you did not activate, or a duplicate subscription, document the details and reach out to our team right away. ✅ Refund Eligibility Refund decisions are handled on a case-by-case basis by our billing team. Situations that are commonly reviewed for refunds include: - A charge was applied despite a valid promotional trial offer being used at signup. - A technical error caused a duplicate subscription or double charge. - An add-on was charged but never successfully provisioned or activated. - An upgrade was processed but the new plan features were not applied to your account. Refunds are not automatically issued for charges that result from standard billing terms, including immediate billing at signup without a trial code. 🛠️ How to Request a Refund 1. Gather your charge details: amount, date, and a brief description of the issue. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a billing specialist. 4. Share your charge details and explain the situation clearly. 5. Our team will investigate and confirm next steps, including any applicable refund timeline. 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 Request a Workshop Refund

Overview If you attended a Search Atlas workshop and experienced issues that affected your experience, you may be eligible for a refund. This article explains how to reach our team to discuss your situation and submit a refund request for review. What You Will Need Before Submitting To help our team process your request as quickly as possible, have the following information ready: - The name of the workshop and the date you attended - The email address tied to your Search Atlas account or purchase - A brief description of the specific issue you experienced The more detail you provide upfront, the faster our team can review and resolve your request. How to Submit Your Refund Request 1. Log in to your Search Atlas account at the platform you normally use. 2. Contact our support team directly through the platform. 3. Share your workshop name, attendance date, and a clear description of the issue you experienced. 4. Our team will confirm receipt of your request and provide guidance on next steps based on your specific situation. Refund eligibility and processing timelines are determined by our team on a case-by-case basis after reviewing the details of your 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.

💸 Accidental Upsell Purchase Refund Request

🔍 Overview If you accidentally purchased an upsell — for example, after following guidance while waiting for a payment to post — you may be eligible for a refund under a policy exception. This article explains how refund exceptions work and what you can expect when you submit a request. ⚠️ Important: Refunds Are Not Automatic Accidental upsell purchases are not automatically refunded. Each case is reviewed individually by our Billing and Accounts team. A refund may be approved as a policy exception depending on the circumstances of the purchase. 📋 What Qualifies as an Accidental Upsell Purchase A refund exception request is most likely to be considered when: - You purchased an upsell unintentionally while following instructions from a support interaction. - The purchase was made in quick succession or under unclear guidance. - You contact support promptly after noticing the charge. Refund eligibility is determined on a case-by-case basis. Submitting a request does not guarantee approval. 🛠️ How to Request a Refund Exception 1. Open the chat widget in the bottom-right corner of the platform. 2. Describe your situation clearly. Include the date of the purchase, the amount charged, and any relevant context such as a previous support conversation that may have led to the accidental purchase. 3. Type human teammate to be connected with a member of our team who can escalate your case to the Billing and Accounts team for review. 📊 What Happens After You Submit a Request Once your case is escalated to the Billing and Accounts team, they will review the circumstances of the purchase. If a refund exception is approved: - The refund will be processed to your original payment method. - Refunds typically reflect within 5–10 business days, depending on your bank or card issuer. - You will be notified of the outcome and the refund amount once a decision is made. 💡 Tips to Avoid Accidental Purchases - If you are waiting for a payment to post or an issue to resolve, avoid navigating through checkout or upgrade flows in the platform until the matter is confirmed as resolved. - If a support agent instructs you to take a specific action inside the platform, ask them to confirm the exact steps before proceeding. - Review any confirmation screens carefully before completing a purchase. 💬 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 Understanding Subscription Refund Requests and Processing

📋 Overview If you've submitted a refund request for a subscription charge — including charges that occurred after a cancellation attempt — this article explains how the process works, what timelines to expect, and what you can do while your request is being reviewed. 🔍 How to Check Your Recent Billing Activity Before reaching out about a refund, you can review your charges directly in the platform by navigating to Avatar (top-right) → Billing (Activity Log / Invoices tabs). If you see a charge you didn't expect — for example, a renewal charge that occurred after you believed your subscription was cancelled — note the date, amount, and any invoice or transaction reference before contacting support. ⏱️ Refund Request Timelines Once a refund request is submitted, our team will review it and work toward a resolution. Processing times can vary depending on the nature of the charge, your payment method, and any additional verification required. Refund requests are not processed instantaneously — our team must verify the charge and confirm the relevant account history before a refund can be issued. We appreciate your patience during this process. ⚠️ Common Reasons Refunds May Take Longer In some cases, a refund may require additional review time. This can happen when: - A cancellation was initiated but not fully confirmed in our system before the billing cycle renewed. - There is a mismatch between your subscription dates and the charge in question, which requires manual reconciliation. - The charge is associated with a payment type or promotional offer that requires additional verification steps. - Multiple billing events occurred close together, such as a duplicate charge or an unexpected renewal, that need to be investigated as part of the same case. If your refund request falls into any of these categories, our team will reach out to you or note the resolution directly on your account once the review is complete. ✅ What You Can Do Right Now While your refund is being reviewed, here are a few steps you can take: - Confirm your cancellation status: Check your account settings to verify that your subscription has been fully cancelled and that no future renewals are scheduled. - Gather supporting details: Have the charge date, amount, and any transaction or invoice reference ready so our team can locate the relevant billing event quickly. - Be patient: Refund reviews involve manual verification steps. Contacting support multiple times about the same request will not speed up the process, but our team is actively working on it. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💰 How to Request a Refund or Escalate Billing

🧭 Overview If you believe you are owed a refund or need to escalate a billing concern, this article explains how to reach our team so your request can be reviewed and resolved by a human agent. 📋 What to Prepare Before Reaching Out To help our team resolve your request as quickly as possible, gather the following information before starting a chat: 1. The date of the charge or purchase in question. 2. The amount charged and the payment method used. 3. A brief description of why you believe a refund is warranted. 4. Any order IDs, invoice numbers, or confirmation emails related to the charge. 🔄 How the Refund Process Works Once you connect with our team, a human agent will review your billing concern and work with you toward a resolution. Refund eligibility and any applicable timelines will be communicated to you directly by the agent handling your case, as outcomes depend on the specifics of each individual situation. ⚠️ Important Notes About AI Support Responses Our platform includes an AI-powered support assistant that can help with many common questions. For billing disputes or refund requests, always request to speak with a human teammate to ensure your case is handled properly. 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 Request a Refund in Search Atlas

🔍 Overview If you believe you are owed a refund for a charge, unused credit, or a failed purchase in Search Atlas, this article explains how the refund process works, what information you need to have ready, and how to connect with a human agent who can review and escalate your case. 💳 What Types of Refunds May Apply Search Atlas handles several types of refund scenarios. Understanding which category applies to your situation will help speed up the review process. Common examples include charges that were not applied as expected, orders that were not fulfilled, billing errors, or unintended subscription renewals. Because each case is unique, a human agent will need to assess your specific situation and determine eligibility. 📋 What to Prepare Before Contacting Support Because refund requests require human review, having the right information ready will help our team resolve your request faster. Before reaching out, gather the following: - Your account email address used to log in to Search Atlas. - The date of the charge you are disputing. - The amount charged and the payment method used. - A brief description of what happened and why you believe a refund is warranted. - Any relevant order IDs or transaction references visible in your billing history. 🚫 What the AI Support Agent Cannot Do The Search Atlas in-platform chat may initially be handled by an AI support agent. It is important to know that the AI agent cannot approve, process, or confirm refunds. If you have received any guidance from the AI suggesting a refund has been approved or denied, please disregard that response and request to speak with a human teammate directly. Only a human member of our team has the authority to review and action refund requests. 🔁 How to Escalate to a Human Agent To have your refund request reviewed by a real person on our team, reach out through the support chat and ask to be connected with a human teammate. Provide your account details and a clear description of your refund request, including any transaction references you have gathered. Our team will review your case and follow up with next steps, including any credits or adjustments to 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.

🔍 Billing Overcharge Corrections and Refund Processing

🔍 Understanding Why Overcharges Happen Billing discrepancies at Search Atlas can occur for a small number of known reasons, including plan rate changes, OTTO pricing adjustments, or subscription corrections that were not applied as expected. If you believe you have been charged an incorrect amount, our team can investigate and correct the record. All confirmed overcharges are reviewed and corrected through our internal billing reconciliation process. You do not need to re-raise an issue that has already been acknowledged by our team. ✅ How to Confirm Your Correct Rate If you believe your account has been billed at an incorrect rate, gather the following before escalating so our team can resolve your case as efficiently as possible: - The plan or pricing tier you believe you should be on - Any written confirmation of your agreed rate (such as a proposal, onboarding email, or agreement) - The billing period or invoice dates in question - A description of what changed — for example, a plan downgrade, an OTTO pricing adjustment, or a rate agreed with your account manager Our billing team will compare what you were charged against your confirmed rate and calculate any difference that needs to be corrected. 💰 Overcharge Corrections and Refund Processing When an overcharge is confirmed by our team, a correction will be applied to your account. The specific form of resolution — such as a credit or refund — will be determined by our billing team based on the details of your case. If you have a pending billing correction or have already been in contact with our team about an overcharge, you do not need to submit a new request. Our team will follow up directly once the reconciliation is complete. 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.

💳 Downgrade Your Plan and Request a Refund

🔍 Overview If you selected the wrong plan during sign-up or after speaking with our onboarding team, you can request a downgrade to the Growth plan and a refund for any incorrect charges. Because both actions require changes on the backend, our support team will handle this process for you directly. 📋 What to Have Ready To help our team resolve your request as quickly as possible, please have the following information ready before reaching out: - Your account email address - The plan you were incorrectly charged for - The date the incorrect charge occurred - A brief description of what happened (for example, you selected the wrong plan during or after onboarding) 💰 How to Request a Downgrade and Refund Plan downgrades and refunds for incorrect account selections cannot be processed automatically through the platform at this time. Our support team will review your account, apply the correct plan, and process any eligible refund on your behalf. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💳 OTTO Top-Up Charges and Refund Requests

🔍 Overview Some customers have noticed recurring charges for OTTO top-ups — or continued plan billing — after cancelling their subscription or removing OTTO sites. This article explains why these charges can occur, what steps to take, and how our team can help resolve them quickly. ⚠️ Why Am I Still Being Charged After Cancelling? In a small number of cases, a known billing issue has caused OTTO top-up charges to continue after a subscription was cancelled or OTTO sites were deactivated. This is not expected behaviour. The root causes include: - Legacy billing records: Older accounts may retain billing line items that were not fully removed during cancellation. - Top-up removal flag not applied: A system flag designed to stop recurring top-up charges was occasionally not triggered correctly when a site was deactivated. - Duplicate billing events: In isolated cases, incorrect site pricing or duplicate billing events resulted in charges being applied more than once per cycle. These issues have been identified and resolved on the platform side. However, if you have already been charged incorrectly, our team can investigate and process a refund where applicable. 📋 What Charges May Be Affected The following types of charges may be involved in these billing disputes: - Monthly OTTO top-up fees that continued after you removed or deactivated OTTO sites. - Plan-level charges (for example, PRO plan billing) that persisted after your cancellation date. - Repeated identical charges appearing every billing cycle without a corresponding active subscription or add-on. ✅ Steps to Take If You See Unexpected Charges 1. Check your OTTO sites status. Go to OTTO SEO → All Sites (SEO Automation) in the left sidebar (or navigate to /seo-automation-v3) and confirm whether any OTTO sites are still listed as active. If you see active sites you did not intentionally keep, note their names. 2. Review your billing history. In your account settings, open the billing or invoices section and identify the dates and amounts of the charges in question. Take note of how many months the charge has appeared. 3. Contact our support team via live chat. Our team will verify your cancellation date, audit the billing events on your account, and determine which charges qualify for a refund. Refunds for confirmed erroneous charges are processed as quickly as possible. 💡 What to Expect From the Refund Process When you contact support with a billing dispute, here is what typically happens: - Our team reviews your account history to confirm the cancellation or deactivation date. - We identify all charges that occurred after that date and should not have been applied. - Eligible refunds are processed back to your original payment method. Processing time depends on your bank or card provider but is usually 5–10 business days. - We confirm with you once the refund has been issued. There is no limit on how far back we can investigate, so even if charges span several months, please reach out and our team will review the full history. 🛡️ How to Prevent This in the Future To reduce the risk of unexpected charges going forward: - After cancelling your plan or removing OTTO sites, check your next billing statement to confirm no further charges appear. - If a charge does appear in the following cycle, contact support immediately so it can be resolved before it repeats. - Keep a note of your cancellation confirmation or the date you removed OTTO sites — this makes the dispute process faster. 🙋 Still Have Questions? If you believe you have been incorrectly charged for OTTO top-ups or plan fees after cancellation, our team is ready to help review your account and issue any applicable refunds. 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.

🎓 Requesting a Refund for Seminar Charges

Overview If you were charged for a Search Atlas seminar or event and believe you are eligible for a refund, this article explains what to expect and how to get help from our team. What Is a Seminar Charge? Search Atlas occasionally offers educational seminars and events. When you sign up for one of these, a separate one-time charge may be applied that is distinct from your regular platform subscription. These standalone payment transactions are processed differently from your standard plan billing. How to Request a Refund Because refund eligibility for seminar charges is assessed on a case-by-case basis by our billing team, the best way to get this resolved is to contact us directly. When you reach out, please have the following ready: - Your account email address - The exact charge amount and date - Any transaction or receipt reference numbers from your email confirmation or bank statement - A brief description of why you are requesting a refund Having these details on hand will allow our team to locate your transaction and review your request 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.

💳 Understanding Subscription Charges and Refund Requests

🔍 Why Was I Charged Unexpectedly? Subscription charges at Search Atlas are processed automatically on your billing renewal date, regardless of any scheduled calls, pending conversations, or cancellation intentions. A scheduled call or an open support conversation does not pause, delay, or cancel your subscription. Your billing cycle continues until a cancellation is formally completed. If your renewal date falls before any cancellation steps are taken, the charge will process as normal. 📋 How Subscription Billing Works - Automatic renewal: Your subscription renews automatically on the same date each billing cycle. - No automatic holds: Booking a call or contacting support does not place a hold on upcoming charges. - Cancellation must be confirmed: A subscription is only cancelled when the cancellation is completed and confirmed — either by you inside the platform or by a Search Atlas team member on your behalf. 🛠️ How to Cancel Your Subscription To cancel your subscription, log in to your Search Atlas account and go to your Profile avatar → Billing → Services. Locate your plan, click the ⋮ (three-dot) menu, 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 — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate. Contacting support is optional, not required. If you encounter an error during the process, reach out via the chat widget for assistance. 💡 How to Request a Refund If you were charged after scheduling a cancellation call or while awaiting a response from our support team, you may be eligible for a refund. Refund eligibility is reviewed on a case-by-case basis and is assessed by our billing team. To request a refund, reach out to our team and be ready to provide the following details: - The date the charge appeared on your account. - The amount charged. - Any reference to a scheduled call or prior cancellation request (such as a booking confirmation or previous chat transcript). Our team will review your case and respond with a decision 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.

💰 Request Refund for Unrecognized $199 Charge

🔍 Identify the Charge Check your billing history in the platform to confirm the $199 charge corresponds to an annual subscription plan. This amount typically matches the yearly billing for a paid tier. If you do not recall signing up or authorizing this payment, proceed to request a refund. ⚙️ Request a Refund via Support Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Provide the following details: - Your account email or workspace name - The date and amount of the charge ($199) - A brief statement that you did not authorize or recognize the charge Our billing team will review your request. If approved, you will receive confirmation: Refund Amount: $199, Refund Method: Original payment method, Expected Timeframe: Refunds typically reflect within 5–10 business days. 🛑 Cancel Your Subscription To prevent future charges, cancel your subscription after the refund is processed: 1. Go to Profile avatar (top-right) → Billing → Plans & Top-ups 2. Locate your active plan and click Manage Subscription 3. Complete the confirmation/retention step to finalize Your access will continue until the end of the current billing period, after which no further charges will occur. 💡 Prevent Future Unrecognized Charges Enable billing notifications in your account settings to receive alerts before upcoming renewals. Review your subscription plan annually to confirm it still meets your needs.

💳 How to Resolve Charges on a Removed Card and Request a Refund

If you removed a payment card from your Search Atlas account but are still seeing charges from it, this guide will help you stop the charges, remove the card permanently, and request a refund for any amounts billed in error. Follow the steps below in order for the fastest resolution. 🤔 Why a Removed Card May Still Be Charged In most cases, a card continues to be charged for one of these reasons: - The card was removed, but it was still set as your default (primary) payment method, so the system continued to use it for renewals. - A second card was never added, so the platform fell back to the only card on file. - The card was removed from one workspace or account but remains active on another account you manage. - A subscription renewed during the same billing cycle in which the card was removed. - A card was deleted from your dashboard but was not fully removed from our billing records on the backend. In this state the card can keep being billed even though it no longer appears in your account, and you may be unable to re-add the same card. This was a known issue that has been fixed, but if you still encounter it, contact support so we can clear the leftover record (see Step 4). - For one-off purchases such as backlink or Authority Building orders (which use a separate payment flow from monthly subscriptions), a billing bug could previously cause the wrong card to be charged due to a payment-method ID mismatch between our legacy and current billing systems. This has been resolved; if you believe a charge went to the wrong card, report it so we can verify and refund. Identifying the cause helps ensure the charges stop permanently rather than recurring. ➕ Step 1: Add and Confirm a New Default Payment Method Before removing a card, make sure another valid payment method is in place. A subscription must always have at least one active card, so removing the only card on file can fail silently. 1. Log in to your Search Atlas account. 2. Go to your top-right avatar → Billing (Plans & Top-ups tab). 3. Select Add Payment Method on the Plans & Top-ups tab and enter the new card details. 4. Set the new card as your default payment method. 🗑️ Step 2: Permanently Remove the Old Card 1. On the Plans & Top-ups tab under Billing, locate the card you want to delete. 2. Confirm it is not marked as default. If it is, set your new card as default first. 3. Select Remove next to the old card and confirm. 4. Refresh the page and verify the card no longer appears in the list. If the card reappears, cannot be removed, or you are unable to re-add a card you previously deleted, do not retry repeatedly. In some cases a deleted card is not fully cleared from our billing records, which can block re-adding the same card. Contact support using Step 4 below so we can remove it on the backend. 🔍 Step 3: Check All Accounts and Subscriptions If you manage more than one account, workspace, or product subscription, the same card may be stored in multiple places. - Review each account you have access to under top-right avatar → Billing. - Confirm the old card is removed from every active subscription. - Cancel or pause any subscriptions you no longer use to prevent future renewals. - Pay particular attention to add-ons and top-ups (for example, OTTO quota top-ups). After canceling a recurring top-up, confirm on your next billing date that it is no longer charging. If a canceled top-up continues to bill, report it to support so the recurring charge can be stopped and refunded. 💰 Step 4: Request a Refund for Unauthorized Charges If you were charged on a card after removing it, you are entitled to request a refund. To help us process it quickly, please gather the following details before reaching out: - The date and amount of each charge. - The last 4 digits of the card that was charged. - The account or workspace associated with the charge. - A screenshot of the charge from your bank or card statement (optional but helpful). ✉️ How to Submit Your Refund Request 1. Contact our support team through the in-app chat (type "Human Teammate"). 2. Include the details above and note that the charge was made on a removed card. 3. Request both a refund and permanent removal of the card from billing. If you have contacted us about the same card before, mention that so we can fully clear it at the system level and prevent it recurring. Refunds are typically reviewed within a few business days. Once approved, the funds are returned to the original card and may take additional time to appear, depending on your bank. 🛡️ Preventing Future Charges To avoid repeat charges on a card you no longer use: - Always add and set a new default card before removing an old one. - After removing a card, refresh the billing page to confirm it is gone. - Review your Billing page after each renewal date to confirm the correct card was used. - If a removed card reappears, report it to support immediately rather than removing it again. 🆘 Still Being Charged? If charges continue after following these steps, contact our support team and reference this issue directly. We can remove the card at the system level and ensure no further renewals are processed against it.

💸 How to Downgrade Your Subscription and Request a Refund

📋 Overview This article explains how to downgrade your Search Atlas subscription, what happens to your account when you do, and how refunds work. Whether you want to move to a lower-tier plan or request money back, the steps below will help you resolve the request quickly. ⬇️ How to Downgrade Your Subscription You can change your plan at any time from within your account. Downgrading takes effect at the start of your next billing cycle, so you keep access to your current features until then. 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner and select Billing or Subscription. 3. Locate your current plan and click Manage Plan or Change Plan. 4. Select the lower-tier plan you want to move to. 5. Review the new price and effective date, then confirm your choice. You will receive a confirmation email once the change is scheduled. After downgrading, return to the Billing section and confirm that your new plan and price are actually shown, as a success message on its own does not always guarantee the change was applied. ⚠️ If You Cannot Downgrade Some accounts cannot self-serve a downgrade. This usually happens when: - Your current usage exceeds the limits of the lower plan (for example, too many projects, keywords, or users). - You are on a custom or annual contract that is managed by our team. - There is a pending payment or billing issue on the account. If you see an error or the option is unavailable, reduce your active usage to fit the lower plan, then try again. If the issue continues, contact our support team and we will adjust the plan for you. If you manage child accounts (for example on an agency or white-label plan), apply the downgrade from the Customer tab and confirm the new plan appears for both the customer list and the child account itself. If the previous plan still displays after a confirmation message, contact support so the change can be applied correctly. 🚫 How to Cancel Your Subscription 1. Click your avatar in the top-right corner and go to Billing → Plans & Top-ups. 2. Use Manage Subscription or Change Plan, or contact support to cancel. 3. Follow the prompts to confirm the cancellation. Your account will remain active until the end of the current billing period. After that, it moves to a free or limited state, depending on your plan. 💰 How Refunds Work Refund eligibility depends on the type of charge and how recently it was made. ✅ When You May Be Eligible - Recent charges: If you were billed within the last few days and have not used the service, you can request a full refund. - Billing errors: Duplicate charges, charges made after a confirmed cancellation, or being charged your previous (higher) plan rate after a confirmed downgrade are always refunded. - Plan downgrades: When you move to a lower plan mid-cycle, the change typically applies at your next renewal rather than as an immediate refund. Any credit is applied to your account going forward. ❌ When a Refund May Not Apply - Charges for billing periods you have already used. - Subscriptions cancelled after the renewal date has passed. - Custom or annual agreements with specific terms, unless those terms allow a refund. 📨 How to Request a Refund 1. Contact our support team through the in-app chat or by emailing support. 2. Include the email address on your account and the date of the charge. 3. Briefly describe the reason for your request (for example, accidental upgrade, duplicate charge, or being charged the old rate after a downgrade). Our team will review your request and confirm next steps, usually within one to two business days. ⏳ When to Expect Your Refund Once a refund is approved, it is processed to your original payment method. Please allow 5 to 10 business days for the amount to appear on your statement. The exact timing depends on your bank or card provider. You will receive an email confirmation when the refund is issued. 💡 Tips to Avoid Unwanted Charges - Downgrade or cancel before your renewal date to avoid being billed for the next cycle. - Check your renewal date in the Billing section so you know when changes need to be made. - Watch for confirmation emails after any plan change to be sure it was saved. - After downgrading, verify the Billing section shows your new plan and price before the renewal date. If it still shows the previous plan, the change may not have applied, and you could be billed at the old rate, so contact support right away. 🤝 Still Need Help? If you cannot downgrade, your refund has not arrived within the expected window, or you have questions about a custom plan, reach out to our support team. Include your account email and any charge details so we can resolve your request as quickly as possible.

Requesting a Refund for an Unused Subscription Charge

Overview If you were charged for a Search Atlas subscription plan and have not used the service, you may be eligible for a full refund to your original payment method. Eligibility for a Refund Refund requests are reviewed on a case-by-case basis by the Billing and Accounts team. You are most likely to qualify if: - The charge was made recently and you have not actively used the subscription features since it was applied. - The charge relates to a standard subscription plan. If your account shows a pending cancellation status or a billing discrepancy, mention this when you contact support, as the team may be able to address it. What Happens After You Request a Refund Once your refund request is submitted and approved by the Billing and Accounts team: - The refund is processed to your original payment method. - Processing times vary depending on your bank or card provider — the support team can give more specific timing once they've reviewed your case. - The support team will keep you informed on the status of your request. Frequently Asked Questions Can I request a partial refund instead? Describe your specific situation when you contact us. The Billing and Accounts team will review your case and determine eligibility based on the details you provide. To have your refund reviewed, reach out to our support team through live chat with the charge amount, the date it appeared on your statement, and the plan name.

Request a Refund for an Accidental Subscription Charge

📋 Overview If a team member accidentally activated a paid subscription instead of a free trial, you may be eligible for a full refund. This article explains how to request a refund for an accidental subscription charge. ⚠️ Before You Begin Refunds are reviewed on a case-by-case basis. To be eligible, you should meet the following conditions: - The subscription was activated unintentionally (for example, by a team member who meant to start a free trial). - You have not actively used the paid plan features. - You are requesting the refund promptly after the charge occurred. 🛠️ Step 1: Cancel Your Subscription You must cancel your active subscription before a refund can be processed. Please cancel your current paid plan through your account's billing or subscription settings. Cancelling your subscription stops future charges and is a required step before any refund review can begin. 💬 Step 2: Submit a Refund Request Once your subscription is cancelled, contact our support team to request a refund. Our team will escalate your case to the appropriate review team for approval. When you reach out, have the following information ready to speed up the process: - The email address associated with your account. - The date the charge occurred. - A brief explanation of what happened (for example, a team member activated a paid plan by mistake). - Your invoice or charge details, if available. If you need further assistance, please contact our support team so we can review your case and process your refund request. 🔍 What Happens After You Submit Once your refund request is received, here is what to expect: - Your case is reviewed by a specialized billing team. - If approved, a full refund is issued to the original payment method on file. - You will be notified of the outcome through your support conversation. 💡 Tips to Avoid Accidental Charges - Before starting any trial or plan, confirm with your team whether a free trial option is available. - Review your billing and subscription settings together as a team before making subscription decisions. - Limit billing-related access to designated account administrators through your account's team or permissions settings.