🔍 Recognizing the Charge
If you see a charge on your bank or credit card statement labeled SA GROUP* SEO SOFTWARE NEW YORK NY, this is a Search Atlas subscription charge. A $199 charge typically corresponds to the Search Atlas Growth plan.
This charge may appear unexpected if you did not intentionally complete a subscription sign-up, or if a billing issue caused your account to be enrolled without your direct confirmation.
⚠️ Why This Can Happen
Our engineering team has identified and resolved several billing system issues that, in some cases, caused customers to be charged for a Growth plan subscription unintentionally. These issues have been hotfixed. However, if you have been affected, you are entitled to request a cancellation and refund.
🛠️ What To Do Right Away
- Check your account: Log in to your Search Atlas account and navigate to Avatar (top-right corner) > Billing to confirm whether a Growth plan subscription is active on your account.
- Note the charge date: Find the exact date and amount of the charge on your bank or card statement. This information will be needed when you contact support.
- Act quickly: Refund requests are easiest to process within 48 hours of payment completion (for monthly and quarterly plans; annual plans have a 72-hour window for a 50% refund), and require less than 10% tool quota usage. If you are outside this window, a refund exception may still be possible — see the section below.
💬 How To Request a Cancellation and Refund
Because account cancellations and refund approvals must be handled by our billing team, you cannot complete this process through self-serve settings alone. Follow these steps:
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Open the chat widget in the bottom-right corner of the platform.
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Type human teammate to be connected with a member of our team.
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Share the following details with the agent:
- The charge amount (e.g., $199)
- The charge date (e.g., 5/31/2026)
- The statement descriptor you see (e.g., SA GROUP* SEO SOFTWARE NEW YORK NY)
- A brief note that you did not intend to subscribe to the Growth plan
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The agent will cancel the subscription and file a refund request on your behalf.
⏱️ What To Expect After You Request a Refund
Here is a realistic timeline of what happens after your request is submitted:
- Within the refund window (48 hours after payment completion for monthly/quarterly plans, or 72 hours for annual plans at 50%): Refund requests are typically approved and processed to your original payment method without escalation, provided tool quota usage is under 10%. Note that the window starts at the exact payment processing time, not the invoice date.
- Outside the window: A standard refund may be initially declined per our billing policy. However, exceptions do exist — for example when a verified platform issue prevented you from using the service. Our team can escalate your case for a refund exception review.
- Account credit offer: In some cases, our team may offer an account credit instead of a cash refund. You are not required to accept this — you may request that your case be escalated for a full refund to your original payment method.
- Refund processing time: Once approved, refunds are returned to your original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days.
📋 Tips for a Faster Resolution
- Contact support as soon as you notice the charge — the sooner you reach out, the smoother the process.
- Have your billing statement or a screenshot of the charge ready before starting the chat.
- If you are told the refund is outside the standard window, explicitly ask the agent to escalate for a refund exception. This has been approved for customers in similar situations.
- Keep a note of the agent name and any case or ticket reference number provided during your conversation.
🙋 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.