Overview

Some customers notice unexpected charges on their invoices after downgrading their plan or after canceling a site top-up. This article explains what information to gather and how to escalate efficiently so our team can review and resolve the dispute.

Common Scenarios That Lead to Incorrect Charges

• Plan downgrade not fully processed: A downgrade may not have applied correctly, causing the system to bill you at your previous plan rate.
• Top-up charge after cancellation: A top-up canceled close to a billing cycle may have already been queued before the cancellation was registered.

Escalation Checklist — Have This Ready Before Contacting Support

Because resolving billing disputes requires our team to review your account directly, please gather the following information before escalating:

• Account email address used for your Search Atlas subscription
• Invoice number of the affected invoice
• Exact charge amount and date of the transaction you are disputing
• The plan change or cancellation you requested (e.g., which plan you downgraded from and to, or which top-up you canceled) and the approximate date you made that request
• Any screenshots or documentation showing the charge you believe is incorrect

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.