🔍 Understanding the Issue
The AI Visibility feature requires a compatible plan to function. If you purchased an AI Visibility credit top-up while on a plan that does not support the feature, those credits will appear in your account but cannot be used until your plan is upgraded.
This article explains your options so you can get unblocked as quickly as possible.
📋 What Qualifies for a Refund
A top-up purchase may be eligible for a refund if the credits have not been used and the purchase was made recently. Our support team can confirm whether your specific purchase qualifies when you reach out.
🚀 Option 1 — Apply the Credit Toward a Plan Upgrade
If you would prefer to keep your AI Visibility credits and start using the feature right away, upgrading to a compatible plan is the fastest path forward. Once your plan is upgraded, your existing top-up credits will be available to use immediately.
Our support team can check which plan tier is required for AI Visibility on your account and whether any adjustment is available to help offset the cost of your upgrade.
💰 Option 2 — Request a Refund
If you do not wish to upgrade at this time, you can request a refund of the unused top-up amount. To help our team process your request as quickly as possible, please have the following ready:
- Your account username or the name on the account.
- The date of the top-up purchase.
- Confirmation that the credits have not been used.
Our team will verify eligibility and advise you on next steps, including the expected timeline for your refund based on your payment provider.
🛠️ How to Avoid This in the Future
Before purchasing any credit top-up, we recommend confirming that your current plan supports the feature you intend to use. You can review your current plan details by clicking the top-right avatar → Billing (Plans & Top-ups), or ask our support team to confirm compatibility before completing a purchase.
💬 Need Help?
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.