Overview
If you manage more than one Search Atlas account — for example, a personal account and a client account — a known linking glitch can cause a cancellation or refund action on one account to unexpectedly affect the other. This article explains what to look for and how to get it resolved.
Common Symptoms
- Your account shows a cancellation status that you did not authorize.
- You cancelled one account but were still charged.
- A separate account entered a pending cancellation state after you requested cancellation of a different account.
- A refund was requested but has not been reflected in your billing history.
- Your account was deactivated unexpectedly after a cancellation or refund attempt.
Why This Happens
Search Atlas accounts can become linked at the subscription level. When a cancellation or refund is triggered on one account, the system may incorrectly apply that action to a linked account as well. This is a known glitch that requires manual review and remediation by our support team.
Steps to Take Right Now
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Check your account status. Log in to Search Atlas and note whether your account appears active or shows any unexpected cancellation or deactivation state.
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Do not submit duplicate cancellation requests. Submitting multiple cancellation or refund requests while the issue is under review can complicate resolution. Wait for confirmation before taking further action.
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Gather key details before escalating. Have the following ready when you contact support:
- The email addresses associated with each affected account
- The date you submitted your cancellation or refund request
- Any charge amounts and transaction dates in question
- A description of which account you intended to cancel and which was affected unexpectedly
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Escalate to our support team. Because this issue involves a backend account linking glitch, it cannot be self-resolved and requires a support agent to manually review and correct the affected accounts and billing records. Use the contact method in the paragraph below to connect with a team member directly.
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.