## **🔍 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**

1. **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.
2. **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.
3. **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.