## **🔍 Overview**

AI Visibility credits (used for the **QUEST AI Visibility** feature) are only available on the **Growth plan and above**. If you purchased AI Visibility credits while on the **Starter plan**, you will not be able to use them until your account is upgraded. This article explains your options and how to get help resolving the situation.

## **📋 Who Is Affected**

- Customers on the **Starter plan** who purchased AI Visibility credits (for example, a $69 credit pack).
- Customers who see a **"Platforms not in your plan"** error or cannot activate AI Visibility features after purchasing credits.

## **⚙️ Why This Happens**

AI Visibility (powered by QUEST) is a Growth-plan feature. The billing page allows AI Visibility credit purchases independently of your current plan, which can lead to credits being purchased before confirming plan eligibility. We are actively working to make this limitation clearer at the point of purchase so it does not catch customers off guard.

## **🚀 Your Options**

1. **Upgrade to the Growth plan:** Once your account is on the Growth plan, your purchased AI Visibility credits will become active and fully usable. If you were already planning to upgrade, this is the most straightforward path — your credits will not be lost.
2. **Request a refund for unused credits:** If you do not wish to upgrade, you can request a refund for the unused AI Visibility credits you purchased. Our team will review your account and, where eligible, process a refund for incompatible credits.
3. **Apply the credit value toward an upgrade:** In some cases, our team may be able to help you apply the value of your purchased credits toward a plan upgrade. Reach out via the chat widget to discuss this option.

## **🛠️ How to Access QUEST AI Visibility (Growth Plan)**

Once you are on the Growth plan, you can access the feature by navigating to **Left sidebar → Authority → QUEST AI Visibility**. From there you can **Analyze query**, **View** results, and manage your AI Visibility projects using your credits.

## **💬 How to Request a Refund or Get Help**

Our billing team handles refund requests and upgrade credit applications on a case-by-case basis. To get started quickly, follow these steps:

1. Log in to your Search Atlas account.
2. Open the chat widget in the **bottom-right corner** of the platform.
3. Type **human teammate** to be connected with a member of our team.
4. Let the agent know you purchased AI Visibility credits on an incompatible plan and specify whether you would like a refund or would prefer to apply the value toward an upgrade.

Please have your purchase date and credit amount ready so the team can locate your transaction quickly.

## **❓ Frequently Asked Questions**

- **Will my credits expire while I wait?** Purchased AI Visibility credits do not expire immediately. Contact the support team promptly, however, to ensure your request is handled within any applicable refund window.
- **Can I use AI Visibility credits on the Starter plan at all?** No. QUEST AI Visibility requires the Growth plan or higher. Credits purchased on the Starter plan cannot be used until the account is upgraded.
- **What if I upgraded my plan but credits still are not working?** Navigate to **Left sidebar → Authority → QUEST AI Visibility** and try activating your query analysis again. If you still see a restriction error, open the chat widget and type **human teammate** for immediate assistance.

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.