🔍 Overview
After purchasing an AI Top-Up (a non-recurring credit pack), you may find that the credits do not appear in your account or are not usable in the OTTO dashboard — even though the purchase is confirmed in your billing history. This article explains what causes this issue and what steps to take.
⚠️ What Causes This Issue
This problem has been identified as a platform-level bug where purchased AI Top-Up credits are not correctly applied to accounts after checkout. The Search Atlas engineering team is aware of this issue and is investigating.
✅ What You Should Do
- Confirm your purchase in billing. Before troubleshooting, verify that the AI Top-Up purchase is recorded in your billing history. If the charge appears there, the payment was processed successfully.
- Check your credit balance in the OTTO dashboard. Log in and navigate to the OTTO dashboard to check your available credit balance. In some cases, credits may appear after a short delay.
- Perform a hard refresh. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force your browser to reload the page without using cached data. This can help if your browser is displaying outdated balance information.
- Log out and log back in. Sign out of your Search Atlas account completely, then sign back in. This refreshes your session and can cause updated credit balances to display correctly.
- Wait a few minutes and recheck. In some cases, there may be a brief delay between purchase and credit application. If the credits are still not visible after 5–10 minutes, proceed to the next step.
- Contact support if the issue persists. If your purchased credits are still not showing or usable after completing the steps above, our team can investigate your specific account. 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.
📋 Key Details to Have Ready
When reaching out to support, having the following information available will help our team resolve your issue faster:
- The date and amount of your AI Top-Up purchase
- A screenshot of the charge in your billing history
- A description of what you currently see in the OTTO dashboard regarding your credit balance
- The browser and device you are using
💡 Additional Notes
If you purchased AI Top-Up credits and your balance has not updated, contacting support with your billing confirmation and account details will allow our team to investigate and manually correct your credit balance if needed. 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.