🔍 Overview
Your HyperDrive credit balance and promotional quotas (such as bonus Nexa Sites) are calculated from multiple sources: your base subscription package, challenge rewards, and time-limited promotional bonuses. When these sources combine, the final balance can sometimes look different from what you expect. This article explains how credits and promotional items are applied and what to do if something still looks off.
📊 How HyperDrive Credits Are Calculated
Your total HyperDrive credit balance is the sum of all active credit sources tied to your account. Common sources include:
- Subscription package credits — credits included with your plan tier.
- Challenge or campaign rewards — credits earned by completing a Search Atlas challenge or promotional event.
- Add-on or one-time purchases — any credits purchased separately outside your plan.
Each source may have its own activation date, expiry date, or eligibility condition. Credits from a challenge reward, for instance, are only added to your balance after the challenge period closes and results are verified. If a challenge ended mid-month, those credits may not appear until the following billing cycle or after a short processing window.
⚙️ Why Your Balance May Show a Lower Number
If your credit balance does not match what you expect, one or more of the following reasons typically applies:
- Credits already consumed. Some credits may have been used by active platform features since your last top-up.
- Challenge credits not yet processed. Rewards from challenges or campaigns are applied after the event closes and results are confirmed. There is usually a short processing window after the challenge end date before credits appear.
- Promotional credits applied to a separate pool. Certain promotional credits may be added to a bonus pool that is distinct from your main balance.
- Eligibility conditions not yet met. Some challenge rewards require you to have completed specific tasks or reached a milestone. If the condition was not fully met, the bonus may not have been granted.
- Billing cycle timing. Package credits refresh on your billing renewal date. If your plan recently changed or renewed, there may be a short delay before the new balance is reflected.
🌐 Why You May See Fewer Promotional Items Than Expected
Promotional bonuses such as extra Nexa Sites or other quota additions follow the same processing logic as challenge credits. They are applied after the promotion period closes and eligibility is confirmed. If you believe a promotional item has not been applied correctly, it is best to contact our support team directly.
📋 What to Have Ready When Escalating
Because credit and quota discrepancies are reviewed by our team, having the following information ready will help resolve your case faster:
- Your account name and the email address associated with your subscription.
- The specific credit source in question (e.g., challenge name, promotion name, or package tier).
- The expected credit or quota amount versus what is currently showing in your account.
- Any relevant dates, such as when a challenge ended or when your billing cycle renewed.
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.