## **🔍 Overview**

If you topped up your HDC (Hyperlink Data Credits) balance via ACH bank transfer and noticed that your bank was debited but your Search Atlas account was not credited — or that you appear to have been charged twice — this article explains what happened and what to expect.

## **⏳ Why ACH Payments Take Longer Than Expected**

ACH (Automated Clearing House) transfers are processed through the US banking network and do not settle instantly. Unlike credit card payments, ACH transactions go through a multi-step clearing process that can introduce delays.

- **Standard processing time:** ACH payments typically take **3–5 business days** to fully settle.
- **Bank-side delays:** Your bank may debit the funds from your account immediately, while the payment is still pending on our end.
- **Weekend and holiday holds:** Transfers initiated on Fridays or before a public holiday will not begin processing until the next business day, extending the wait.

This means it is normal to see a debit on your bank statement before your HDC balance reflects the top-up inside Search Atlas.

## **💸 Understanding the Double-Charge Situation**

A double charge of $1,000 total (two separate $500 debits, or similar combinations) most commonly occurs in one of the following scenarios:

1. **Retry after a perceived failure:** If the first payment appeared to time out or showed no confirmation, you may have submitted a second top-up request before the first one finished processing. Both transactions then clear independently.
2. **Delayed bank confirmation:** Your bank debits funds at the moment the transfer is initiated, but Search Atlas only confirms receipt once the ACH settlement is complete. The gap between these two events can make it look like the first payment was lost.
3. **Duplicate submission:** Clicking the top-up button more than once before the page responded can generate two separate ACH requests.

In all of these cases, both debits are real transactions. If you did not intend to make two payments, the duplicate charge needs to be reviewed and resolved by our team.

## **📊 How HDC Credits Are Applied**

Once an ACH payment fully settles, HDC credits are applied to your account automatically. You do not need to take any action to trigger the credit. Here is what the process looks like:

1. You initiate a top-up inside Search Atlas using ACH.
2. Your bank debits the amount immediately.
3. The ACH network processes the transfer over 3–5 business days.
4. Once settlement is confirmed, your HDC balance is updated in your Search Atlas account.
5. You will receive an in-platform notification and an updated balance on your Top-right corner (avatar) → Billing → Plans & Top-ups tab.

If your payment has been pending for **more than 5 business days** and your HDC balance has still not updated, there may be an issue that requires manual review.

## **✅ What to Do If You Were Double-Charged**

If you believe you have been charged more than intended, follow these steps:

1. Log in to Search Atlas and navigate to **Avatar (top-right corner) → Billing** (Billing page) to view your payment history.
2. Confirm whether one or both payments appear in your transaction log.
3. Check whether your HDC balance reflects one or both top-up amounts.
4. Note the dates, amounts, and any transaction reference numbers visible in your billing dashboard.
5. Contact our support team through the live chat widget (see below) with these details so we can investigate and issue a correction or refund as appropriate.

## **🛡️ How to Avoid This in the Future**

- After submitting an ACH top-up, wait for the on-screen confirmation message before leaving the page or submitting again.
- Allow the full 3–5 business day window before assuming a payment has failed.
- Check your Top-right corner (avatar) → Billing → Activity Log tab before initiating a second top-up to see if a pending transaction already exists.
- Avoid using the browser back button or refreshing the page immediately after submitting a payment.

## **💬 Need Help?**

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.