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A duplicate charge is almost always one of three things: a tier upgrade that produced a prorated charge alongside the regular renewal, a payment retry after an initial decline, or a refund that has not yet processed. Work through the symptoms below.
Cause. When you upgrade tier mid-period, Brand Atlas charges the prorated difference immediately. The next renewal then bills at the new tier’s full rate. The two charges look like duplicates but are not.Fix.
  1. Open Settings → Billing → Invoices.
  2. The two charges should appear as separate invoices: one labelled Tier upgrade proration, one labelled Subscription renewal.
  3. If the labels match upgrade behaviour, no action needed.
  4. If the labels do not match (two charges both labelled as renewal), write to billing@brandatlas.pro.
Cause. The initial payment was declined, the card was updated, and the subsequent retry succeeded. The decline does not always appear on the bank statement, but the retry does, sometimes alongside a small authorisation hold from the original attempt.Fix.
  1. Check Settings → Billing → Invoices. You should see one paid invoice for the period.
  2. Check the failed authorisation on your bank statement. Most authorisation holds clear within 7 days; if they do not, your bank can release them.
  3. If you see two paid invoices for the same period, write to billing@brandatlas.pro. The team will investigate and refund the duplicate.
Cause. Refunds typically take 3-10 working days to appear on the card statement, depending on the card issuer.Fix.
  1. Confirm the refund was issued: Settings → Billing → Invoices shows a Refund line item for the relevant invoice.
  2. Wait the expected window (3-10 working days).
  3. If the refund does not arrive within 14 working days, write to billing@brandatlas.pro with the refund reference; the team can chase the issuer.
Cause. Tax has been added, the tier was upgraded recently, or the billing currency conversion rate has moved.Fix.
  1. Open the invoice. The total is broken into subtotal, tax, and any adjustments.
  2. For tax: VAT/GST/sales tax is added based on your billing address. For B2B EU/UK customers with a valid VAT number, VAT is reverse-charged; otherwise it is added at the local rate.
  3. For currency: invoices are in USD. Your card issuer applies the conversion rate at the moment of the charge, which can differ from when you last checked.
  4. If the amount remains unexplained, write to billing@brandatlas.pro with the invoice number.
Cause. Cancellation takes effect at the end of the current billing period. If you cancelled on day 25 of a 30-day cycle, you remained billed for the current cycle but were not billed for the next.Fix.
  1. Open Settings → Billing. Confirm the cancellation date and the date the subscription ends.
  2. If the charge in question is for the period in which you cancelled, the charge is expected; no refund applies unless within the refund policy window (30 days from payment, on annual plans).
  3. If the charge is for a period after the subscription end date, this is an error; write to billing@brandatlas.pro immediately.
Cause. Either someone else in your organisation set up the subscription, or the card was used by someone else.Fix.
  1. Internal check: ask colleagues whether anyone in your organisation manages a Brand Atlas account.
  2. If yes, the charge is theirs to address.
  3. If no, this is potentially fraudulent. Write to billing@brandatlas.pro immediately with the charge details. We will investigate and refund if appropriate.
  4. Also contact your card issuer to flag the charge.

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What we can do quickly

Most billing issues can be resolved within five working days. The fastest paths:
  • Duplicate refund. Confirmed duplicates are refunded within 3 working days.
  • Tax correction on a current invoice. Corrected and reissued within 5 working days.
  • Account-mismatch investigation. Initial response within 24 working hours; investigation may take longer.

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When to escalate

Write to billing@brandatlas.pro when:
  • The fixes above do not match your symptom.
  • The amount is significant and you cannot wait for the standard response time.
  • You have already contacted your card issuer and they have requested clarification from us.
Before raising a chargeback with your card issuer, write to billing. Most cases are resolved faster directly with us than through the chargeback path.

Billing, invoices, payment

The billing reference.

Refund Policy

The formal terms.

Upgrading and downgrading

Tier change mechanics.