# **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.