## **🔍 What Is the Auto Top-Up Feature?**

Auto top-up is a billing feature that automatically purchases additional credits when your account balance falls below a set threshold. This ensures your campaigns and tools keep running without interruption — no manual topping up required.

When you first enable auto top-up, the setting is saved to your account and will trigger **every time** your credit balance drops below the defined limit, not just once. Each trigger creates a **separate one-time charge**, not a recurring subscription charge.

## **⚙️ How to Check Your Auto Top-Up Settings**

1. Log in to your Search Atlas account.
2. Click your **Avatar Menu (👤)** in the top-right corner.
3. Navigate to the **Billing** dashboard.
4. Locate the **Automatic top-up** card to view your current threshold and top-up amount.

## **🛑 How to Disable Auto Top-Up**

If you no longer want automatic credit purchases, you can turn off this feature at any time by following these steps:

1. Go to the **Billing** dashboard in your account settings (account admin access required).
2. Find the **Automatic top-up** card.
3. Switch the toggle to **Off**.
4. Confirm your selection when prompted.

Once disabled, no further automatic credit purchases will be made. Your remaining credits will still be available for use.

## **💡 Why You May Have Been Charged More Than Once**

Customers sometimes expect auto top-up to be a single charge. Here are the most common reasons multiple charges appear:

- **High credit usage:** If your tools consume credits quickly, your balance may drop below the threshold multiple times in a short period, triggering repeated top-ups.
- **Low threshold setting:** A threshold set too high relative to your usage means top-ups fire more frequently.
- **Feature left enabled:** If the toggle remained on after an initial purchase, the setting continued to operate as designed.

To prevent unexpected charges going forward, we recommend reviewing your threshold and top-up amount to make sure they reflect your actual usage needs — or simply disabling the feature if you prefer to manage credits manually.

## **💰 How to Request a Refund**

If you were charged for auto top-ups you did not intend and believe a refund is warranted, our team is ready to review your case. Refund eligibility is assessed on an individual basis, and our support team will work with you to reach a fair resolution.

To submit a refund request, please have the following information ready:

- The date(s) of the charge(s) in question.
- The amount(s) charged.
- A brief explanation of why you believe the charge was unintended.

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.

## **✅ Tips to Avoid Unexpected Top-Up Charges**

- Review your **Billing & Subscription** settings regularly, especially after onboarding or plan changes.
- Set your top-up threshold **lower** if you want fewer, larger top-ups — or disable it entirely for full manual control.
- Enable **billing notifications** in your account settings so you receive an email alert each time a top-up is triggered.
- Monitor your credit usage dashboard to anticipate when your balance may be running low.