🔍 Overview
Some customers see a message saying they are out of Site Audit credits and need to upgrade, even though they have unused slots remaining and an active paid subscription. This is a known display issue and is usually straightforward to resolve without changing your plan.
⚙️ Why This Happens
Site Audit credits can appear depleted for a few common reasons:
- Pending or processing audits: Credits are reserved the moment an audit is queued, even before it finishes running. If multiple audits were triggered — including any automatic reschedules — those reservations can temporarily appear to consume your full quota.
- Cached quota data: The credit counter displayed in the platform can sometimes reflect a stale snapshot. A refresh or brief wait is enough to correct it.
- Duplicate or unintended audit runs: Accidentally submitting the same site more than once in a short window reserves credits for each submission, which can make the quota look exhausted.
- Subscription sync delay: After a payment is processed or a plan is renewed, there can be a short delay before your refreshed credit allowance is reflected in the platform.
🚀 Steps to Resolve the Issue
- Hard-refresh your browser. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to clear cached page data and reload your current quota balance.
- Check for queued or in-progress audits. Navigate to Site Metrics → Site Explorer in the left sidebar. Review your list of sites and look for any audits with a Pending or In Progress status. Credits tied to these runs are reserved until the audit completes or is cancelled.
- Cancel unneeded duplicate audits. If you see the same site queued more than once, cancel the duplicate entries. Reserved credits will be released back to your quota shortly after cancellation.
- Wait up to 15 minutes after payment. If your subscription recently renewed or you just completed a payment, allow a short window for the platform to sync your updated credit balance, then refresh again.
- Log out and log back in. A fresh session forces the platform to pull the latest quota data from the server, which resolves most persistent display discrepancies.
✅ How to Confirm Your Credits Are Restored
After completing the steps above, your available Site Audit credit count should update to reflect your correct remaining quota. You can verify this by returning to Site Metrics → Site Explorer in the left sidebar. If the counter still shows zero despite unused slots, proceed to the next section.
💡 Preventing This Issue in the Future
- Avoid submitting the same site for auditing multiple times in quick succession.
- If you schedule recurring audits, review your schedule settings to ensure only the intended frequency is set — unintended high-frequency schedules can consume credits faster than expected.
- After any billing event, wait a few minutes before running new audits to allow your quota to sync.
🆘 Still Seeing Depleted Credits?
If your credit counter still appears empty after following all the steps above and you can confirm you have unused quota on your current plan, our team can investigate and manually correct the balance if needed. 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.