💳 Duplicate Account Refund Requests and Policy

🔍 What Is a Duplicate Account?

A duplicate account occurs when the same person or team creates more than one Search Atlas account — often accidentally — and ends up with two active subscriptions covering the same website or project. This can happen when signing up with a different email address or when a team member creates a second account without realising one already exists.

📋 Before You Request a Refund

Please confirm the following before reaching out to our team:

• You have two separate Search Atlas accounts — both created under your name or organisation.
• Both accounts are subscribed to a paid plan — a duplicate account concern does not apply to free or trial accounts.
• The duplication was accidental — intentional creation of multiple accounts for the purpose of bypassing plan limits is not eligible for a refund.
• You have not made significant use of the second account — extensive usage of the duplicate account may affect refund eligibility.

💡 How to Check If You Have a Duplicate Account

Follow these steps to verify whether a second account exists under your organisation:

1. Log in to your primary Search Atlas account.
2. Click your avatar in the top-right corner of the platform.
3. Select Team Members from the menu (or navigate to /settings).
4. Review the list of users and email addresses associated with your account.
5. If a colleague or team member signed up separately, their account would not appear here — they would need to log in independently and check their own subscription.

If you are unsure which account is the duplicate, gather the email addresses and sign-up dates for both accounts before contacting support. This will speed up the review process.

⚙️ Search Atlas Duplicate Account Refund Policy

When a duplicate charge is confirmed, here is what our policy covers:

• Full refund of the duplicate charge: Confirmed duplicate charges are always refunded in full to your original payment method. The original valid charge is not refunded.
• Proof of duplication: Our support team will verify that two accounts exist for the same user or organisation before processing any refund.
• Cancellation: Our support team cancels the duplicate subscription for you; you do not need to cancel it yourself.

🚀 How to Submit a Refund Request

To request a refund for a duplicate account, follow these steps:

1. Log in to the Search Atlas account you wish to keep as your primary account.

2. Open the chat widget in the bottom-right corner of the platform.

3. Type human teammate to be connected with a support agent.

4. Provide the following details to help us resolve your request quickly:

   • The email address associated with your primary account
   • The email address associated with the duplicate account
   • The approximate date the duplicate account was created
   • A brief description of how the duplication occurred

Our team will review your case, verify the accounts, and respond with next steps — including whether a refund is approved and how long it will take to process.

🛠️ Prevent Duplicate Accounts in the Future

To avoid this situation going forward, keep these tips in mind:

• Use Team Members (avatar → Team Members in the top-right corner) to add colleagues to your existing account instead of having them create separate accounts.
• Always check whether a Search Atlas account already exists before signing up with a new email address.
• Use a shared company email or a password manager to keep track of your login credentials.

💬 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.