## **🧭 Overview**

If you have paid for VIP access but cannot find the Agentic VIP area, or if the number of Hyperdrive credits shown on your dashboard does not match what you expect, this article explains what to do. Both issues are usually resolved quickly once the right steps are followed.

## **🎬 How to Access Your VIP Content and Downloaded Sessions**

After purchasing VIP access, your content is available in the **Agentic VIP area**. Follow these steps to locate it:

1. Log in to your Search Atlas account.
2. Look for the **VIP** or **Agentic VIP** section in the left sidebar. This section is only visible once your VIP entitlement has been activated on your account.
3. Inside the VIP area, you will find all downloaded video sessions and exclusive resources included with your purchase.

If you do not see the VIP section in your sidebar after logging in, your entitlement may not yet be linked to your account. This can happen if:

- You purchased VIP using a different email address than the one on your Search Atlas account.
- Your payment is still being processed or was not completed successfully.
- Your account was recently reactivated and entitlements have not been restored yet.

In any of these cases, do not purchase again. Contact support first using the instructions at the bottom of this article.

## **📊 Understanding Your Hyperdrive Credit Balance**

Hyperdrive credits (HDC) power AI-assisted features across Search Atlas. Your credit balance is displayed under Avatar → Billing → Plans & Top-ups (Billing), but in some situations the number shown may not match what the system has recorded internally. Common causes include:

- **Account reactivation:** Credits that were active before a subscription lapse may not restore automatically when the account is reactivated.
- **Payment processing delays or failures:** If a payment did not complete successfully, bonus credits tied to that payment may be withheld or removed.
- **VIP or challenge bonus credits:** Credits awarded as part of a VIP Summit, challenge, or promotional entitlement are applied separately and may take additional time to appear.
- **Display lag:** Occasionally, the dashboard refreshes on a slight delay and shows a stale number. Try logging out and back in to force a refresh.

## **🛠️ Steps to Troubleshoot a Credit Discrepancy**

1. **Refresh your session:** Log out of Search Atlas, clear your browser cache, and log back in. Check your credit balance again.
2. **Confirm your email:** Make sure you are logged in to the account that was used during purchase. If you have multiple accounts or recently changed your email, credits may be on a different account.
3. **Check your payment status:** If your most recent payment failed or is pending, credits tied to that billing cycle may be on hold. Resolve any outstanding payment issues first.
4. **Wait up to 24 hours:** Bonus credits from VIP or promotional purchases can take up to 24 hours to be applied after your entitlement is confirmed.
5. **Contact support if the discrepancy persists:** If your dashboard shows a significantly different number than expected — for example, 100 credits displayed versus only 3 usable — this is a known reconciliation issue that requires manual review by our team. Do not attempt to purchase additional credits before speaking with support.

## **⚠️ Important: Do Not Repurchase to Fix Access Issues**

If your VIP access is missing or your credits appear incorrect, purchasing again will not resolve the underlying issue and may complicate the reconciliation process. Our support team can verify your entitlements, correct your credit balance, and restore VIP access without any additional charge.

## **💬 Get Help from Our Team**

If you have followed the steps above and still cannot access your VIP content or your Hyperdrive credit balance is incorrect, our team is ready to investigate and fix the issue for you. 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.

When you reach out, please have the following ready to help us resolve your case faster:

- The email address used during your VIP or credit purchase.
- The approximate date of purchase or payment.
- A screenshot of your current credit balance on the dashboard.
- A brief description of what you expected versus what you see.

## **Additional Notes**

Check inbox for email containing video access details or redemption link; check spam/promotions folder. If found, click redemption link directly to activate (do not share, it is tied to your account). Also: refresh dashboard or log out/in to see up-to-date credit balance before contacting support.