What Is a Quota Renewal Failure?
When you purchase an annual plan, certain feature quotas — such as heatmap scans, site audits, or keyword reports — are designed to refresh automatically each month throughout your subscription year. A quota renewal failure occurs when this monthly reset does not happen as expected, leaving you with depleted or zero available usage despite your plan being active and paid.
If you have noticed that a feature quota has not refreshed for one or more months, this article will help you understand what happens next and how to get the credits you are owed.
Why This Happens
Quota renewal failures on annual plans are a known issue that Search Atlas resolves through a manual credit adjustment process performed by the support team. The root cause is typically an internal system issue rather than anything on your end — your account and payment do not need to be changed.
What to Have Ready Before Contacting Support
Because resolving this requires a backend credit adjustment by our team, please gather the following information before reaching out so we can process your request as quickly as possible:
- Your account email address — the email associated with your Search Atlas account.
- Your plan name or tier — for example, the annual plan you are subscribed to.
- The feature affected — for example, heatmap scans, site audits, or keyword reports.
- The approximate date your quota last refreshed — or the month you first noticed the quota had stopped renewing.
- The number of months affected — how many monthly cycles appear to have been missed.
What to Expect From Resolution
Once our support team verifies your billing record and confirms the missed renewal cycles, credits are applied directly to your account quota balance to cover the months that were not refreshed. Credits are reviewed and applied on a case-by-case basis. The number of credits issued corresponds to the quota allocation in your plan tier multiplied by the number of missed renewal months.
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.