## **🔍 Overview**

After purchasing a VIP and/or Platinum upgrade, some customers find that their account still shows no access to Platinum benefits or that their Hyperdrive Credits (HDC) have not been added. This article explains what to expect, how to verify your credits, and how to get your account corrected quickly.



## **📊 What You Should Receive After Upgrading**

Depending on which plan you purchased, the following benefits should be applied to your account:

- **VIP upgrade:** 100 Hyperdrive Credits (HDC)
- **Platinum upgrade:** 200 Hyperdrive Credits (HDC) plus unlimited quota for Platinum access
- **VIP + Platinum (both):** 300 Hyperdrive Credits in total (100 from VIP + 200 from Platinum), plus full Platinum access including prior summit recordings

If any of these are missing after your purchase, your account may need a manual adjustment by our billing team.



## **⚙️ Why This Can Happen**

In some cases, the checkout process for dual-tier VIP and Platinum upgrades does not automatically apply all benefits to the account. This is a known issue that has been resolved at the platform level, but accounts that completed checkout during the affected window may still require a manual fix to receive their correct credits and access.



## **✅ Steps to Take If Your Benefits Are Missing**

1. **Confirm your payment went through.** Check your email for a purchase confirmation or receipt. If you were charged, your account is eligible for the full benefits and a correction can be made.
2. **Check your current Hyperdrive Credit balance.** Log in to your Search Atlas account and review your HDC balance. Compare what you see against the totals listed above to identify exactly what is missing.
3. **Check your Platinum access.** Attempt to access Platinum resources or prior summit recordings. If you see a prompt to upgrade or receive an access-denied message despite having paid, this confirms the issue needs to be escalated.
4. **Contact support immediately.** This type of issue cannot be self-resolved — it requires a manual update by our billing team. See the contact instructions below.

## **⏳ What Happens After You Contact Support**

Once our team is notified, they will escalate your case to the billing and specialised team. They will:

- Manually apply the correct Hyperdrive Credit allocation to your account
- Update your Platinum access quota to the unlimited tier
- Confirm the total HDC balance once corrections are made

Please note that some benefits — such as access to prior summit recordings or any billing adjustments related to additional charges — may take additional time to process while the team coordinates internally. Our support team will keep you updated on the status of each item.



## **💡 Tips to Speed Up Your Request**

- Have your purchase receipt or order confirmation ready before contacting support
- Note which specific benefits are missing (HDC, Platinum access, recordings, or all three)
- Mention the email address associated with your purchase if it differs from your login email

## **🛠️ 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.