## **Understanding the Error**

Some users see an 'out of credits' message in Atlas Brain even though their account still shows a remaining credit balance. This is a known issue that our team is aware of and investigates on a per-account basis.

Because the root cause can vary between accounts, there is no single self-serve fix that applies in all cases. The most effective path to resolution is to contact our support team directly so they can review your specific account and identify what is causing the mismatch.

## **What to Have Ready When You Contact Support**

To help our team resolve this as quickly as possible, please have the following information ready before reaching out:

- Your Search Atlas account email address or project name.
- The exact error message you are seeing (a screenshot is helpful).
- Your current visible credit balance as shown in your account.
- Approximately when the error first appeared.
- Any recent changes to your account, such as a plan change or payment update.

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.