🔍 Overview
Some customers have reported that a missing image alt text bug was marked as resolved in a previous support conversation, yet the issue persists in their account. In some cases, a prorated refund was also promised as part of the resolution but has not been processed. This article explains what to expect, how to confirm the fix is applied, and how to follow up on a pending refund.
🖼️ Understanding the Missing Image Alt Text Bug
The missing image alt text bug affects pages where alt attributes should be automatically detected or populated by Search Atlas tools but appear blank or absent in reports. This can cause:
- Inaccurate on-page SEO audit scores
- Alt text recommendations not reflecting actual page content
- Persistent audit warnings even after manual fixes are applied
If a previous support conversation confirmed this bug was resolved but you are still seeing the same problem, the fix may not have been fully deployed to your account, or a secondary instance of the issue may have been introduced.
✅ How to Verify Whether the Fix Has Been Applied
- Clear your browser cache and reload the Search Atlas platform to rule out a display issue.
- Navigate to the affected page audit and trigger a manual re-crawl by clicking the refresh or re-analyse option within the tool.
- Check the Images section of your on-page audit report and confirm whether alt text values are now being detected correctly.
- If the problem persists across multiple pages or projects, the bug is likely still active on your account.
Document the pages affected by saving screenshots or noting the URLs. This information will help the support team investigate and escalate the issue more quickly.
💳 Understanding Prorated Refunds
When a confirmed platform bug impacts your ability to use a feature you pay for, our support team may approve a prorated refund to credit you for the affected period. Here is what you should know:
- Refunds are processed manually by our billing team after a support agent confirms approval.
- Processing time varies by case — our billing team can give you an estimated timeline once a refund is approved.
- The refund amount is calculated based on the duration of the disruption and your current subscription plan.
- Refunds are returned to the original payment method on file.
If a refund was promised in a prior conversation — for example, by a support teammate on August 11 — and you have not seen it reflected in your account or bank statement after a reasonable amount of time, this may indicate a processing delay or an administrative oversight that needs to be reviewed.
📋 What Information to Have Ready
Before contacting support, gather the following so the team can locate your case and act quickly:
- The date of your original support conversation (e.g., August 11) and the name of the agent who approved the refund
- The specific pages or projects where the alt text issue is still occurring
- Your account email address and current subscription plan
- Any screenshots or notes from previous conversations confirming the promised resolution and refund
🚀 Next Steps
If your alt text issue remains unresolved after following the verification steps above, or if your promised refund has not arrived within the timeframe you were given, please reach out to us directly so we can investigate and prioritise your case.
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 connect, mention that you have an unresolved bug escalation and a pending prorated refund so the agent can immediately pull up the relevant case history and escalate to billing if needed.