This article helps you if you have been successfully charged for a Search Atlas subscription — with a payment confirmation or invoice — but are unable to log in or access your account. This is different from a pending or failed payment; your charge has already gone through and the issue is on the account access side.

## **🔍 Common Causes**

- **Account was cancelled** after a billing cycle started, leaving a charge without active access.

## **🛠️ Step-by-Step**

1. **Locate your charge confirmation.** Find the invoice or payment receipt in your email. Note the exact email address it was sent to — this is the account email tied to the charge.
2. **Attempt login with the billing email.** Go to the Search Atlas login page and enter the email address from the invoice. Use the **Forgot Password** link if needed to reset access for that email.
3. **Check for a cancellation confirmation email.** If you received a cancellation notice, your account may have been closed before or during the billing cycle. Note the date on that email.
4. **Gather your evidence before reaching out.** Have ready: the invoice or receipt showing the charge, the date of the charge, the email address on the invoice, and any cancellation confirmation you received. This speeds up resolution significantly.
5. **Escalate to the support team** with all of the above information. The support team can verify the charge on the account record, confirm the account status, and either restore access or initiate a refund review as appropriate.

## **✅ How to Confirm It Worked**

You will know the issue is resolved when you can successfully log in to Search Atlas and access your account. If a refund was the agreed resolution, check your original payment method within 5–10 business days for the credit to appear, and ask the support agent for a refund confirmation reference number before closing the chat.

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.