# **🔍 Overview**

If you were charged for a subscription period during which a platform outage prevented you from using Search Atlas, you may be eligible for a billing review or compensation. This article explains what to do if you believe you were incorrectly charged or that an outage impacted your account.

# **📋 When You May Want to Contact Support**

Consider reaching out to our support team if any of the following apply to your situation:

- A platform outage or service disruption occurred during your subscription period
- You believe your account was charged incorrectly
- You experienced unexpected charges on your account

# **🛠️ What to Have Ready Before Contacting Support**

To help our team investigate your case as quickly as possible, please have the following information ready when you reach out:

- **Your account email address** — the one used to log in to Search Atlas
- **The charge amount and date** — visible in your billing history or bank statement
- **A description of the issue** — for example, which features were inaccessible and for how long
- **Any error messages or screenshots** — if you encountered specific errors during the affected period

The more detail you provide, the faster our team can investigate and process your request.

# **⚙️ How to Submit a Billing Dispute or Compensation Request**

To open a billing dispute or request compensation related to a platform outage, reach out to our support team. Our team will review your account and work with you to determine an appropriate resolution based on the specifics of your case.

# **💡 Important Billing Information**

Please review the following before submitting a dispute:

- **Subscription charges are automatic.** Billing occurs at the start of each renewal cycle. If you have concerns about a charge, please reach out so our team can review your account.
- **Provide as much context as possible.** Including dates, affected features, and any supporting screenshots will help our team assess your request accurately.

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.