What This Article Covers
This article explains two common account questions: how to access your VIP video sessions, and why your Hyperdrive credit balance on the dashboard may not match the number of credits you expect.
Accessing Your VIP Video Sessions
VIP video sessions are linked to your account. If you are having trouble locating or accessing them, follow these steps:
- Check the inbox of the email address associated with your Search Atlas account for any message containing your video access details or a redemption link. This email is typically sent at the time of purchase or plan activation.
- If you cannot find the email, check your spam or promotions folder.
- If you find a redemption link or access URL in your email, click it directly to activate or join your VIP session. Do not share this link, as it is tied to your account.
- If your VIP sessions do not appear and you have a confirmation of purchase, your sessions may not yet be applied to your account. Have your order confirmation or receipt ready, then contact support so a teammate can apply your access manually.
Understanding Hyperdrive Credit Balance Discrepancies
If the Hyperdrive credit count shown on your dashboard does not match what you expect, this may be related to a recent purchase, plan change, or promo code redemption that has not yet fully reflected on your account.
To troubleshoot on your own, try the following steps:
- Refresh your dashboard or log out and log back in to ensure you are seeing the most up-to-date credit balance.
- Confirm that your most recent purchase, plan change, or promo code redemption is shown as active on your account.
- If your credit balance still does not look correct after refreshing, note the exact credit amount displayed and when you made your purchase or redeemed your code, so a support teammate can investigate efficiently.
If the discrepancy remains after these steps, a support teammate can review your account history and credit records. When reaching out, please have the following ready: your account email, the exact credit amount shown, the expected credit amount, and any order confirmation or promo code details related to the transaction.
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.