🔍 Overview
If your heatmap credits or other usage credits reset earlier than you expected — before your billing cycle date — this article explains the most common reasons and walks you through how to get those credits restored.
❓ Why Did My Credits Reset Early?
There are a few reasons a billing cycle can reset ahead of schedule:
- Plan upgrade or downgrade: Changing your subscription plan mid-cycle can trigger an immediate billing cycle reset. Your new plan takes effect right away, which may reset the credit counter from that moment rather than your original renewal date.
- Payment retry or failed charge: If a payment fails and is later retried successfully, the system may treat the successful charge date as the new billing start date, shifting the entire cycle forward.
- Manual plan reactivation: If your account was paused or temporarily deactivated and then reactivated, the cycle may restart from the reactivation date rather than the original date.
- Timezone differences: Billing resets may be processed at a time that appears earlier than expected depending on your local timezone.
📊 What Counts as a Credit Loss?
A credit loss occurs when unused credits disappear at the point of reset and you did not have a reasonable opportunity to use them. Common examples include:
- Your heatmap credits reset to zero before your expected renewal date, leaving an unused balance.
- Credits from a recently purchased add-on were wiped within days of purchase due to an unintended cycle reset.
- A plan change caused an immediate reset that you were not aware would clear your existing balance.
Credits that expire at the end of a normal, full billing cycle are not eligible for restoration — only those lost due to an unexpected or premature reset.
✅ How to Request a Credit Restore
- Gather your details before reaching out. Note the credit type affected (for example, heatmap credits), the approximate number of credits lost, the date the reset occurred, and any plan changes you made around that time.
- Contact the support team promptly. Credit restore requests are easiest to verify close to the date of the incident. The sooner you reach out, the better.
- Provide your details to the support team when you connect, including the credit type, amount lost, reset date, and any relevant plan changes. Our team will review your account activity, verify the premature reset, and confirm whether a restore is possible.
🛡️ How to Avoid Losing Credits in the Future
- Use your credits before making plan changes. If you are considering an upgrade or downgrade, try to use remaining credits beforehand, since a plan change may trigger an immediate cycle reset.
- Monitor your billing date. Keep track of your current renewal date in your account settings so you can anticipate when credits will reset.
- Contact support before making changes if you are unsure how a plan change will affect your current credit balance.
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.