🔍 What Is a Hyperdrive Credits Discrepancy?
A billing discrepancy occurs when your account shows more Hyperdrive Credits consumed than the number of citations successfully submitted. This gap is sometimes called a credit overage or reconciliation issue.
Understanding why this happens — and how to resolve it — will help you get any missing credits returned to your account quickly.
⚙️ Why This Can Happen
Hyperdrive Credits can sometimes show a mismatch between credits consumed and citations successfully completed. This may result in credits appearing to be deducted without a corresponding confirmed citation submission.
📋 What to Have Ready Before Escalating
Because credit reconciliation requires a manual review by our billing team, you cannot resolve a discrepancy directly through the platform on your own. To help our team investigate and restore any credits as quickly as possible, please gather the following information before reaching out:
- Your account name or email address associated with the affected Search Atlas account.
- The total credits shown as consumed in your account at the time of the discrepancy.
- The number of citations confirmed as successfully submitted during the same period.
- The name of the citation campaign or batch affected, if applicable.
- Any screenshots of your credit balance and citation status list — these will speed up the review process.
Having these details ready will allow our team to locate the affected records and process a reconciliation as efficiently as possible.
🛠️ How to Request a Credit Reconciliation
Once you have gathered the details above, our support team can investigate and restore any credits that were consumed without a corresponding successful citation.
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.