🔍 Overview
Occasionally, a successful AI premium quota top-up payment may not automatically reflect in your account due to a known processing issue. Your card is charged, but the credits do not appear right away. This is a recognised platform bug that our engineering team has worked to resolve. If you encounter it, our support team can apply your credits manually and quickly.
⚠️ What This Issue Looks Like
- You completed a $10 AI premium quota top-up purchase.
- The payment was processed and the charge appears on your bank or card statement.
- Your AI premium quota balance has not increased in the platform.
- No error message was shown during or after the purchase.
✅ How This Is Resolved
Because this issue occurs on the backend, the credits must be added to your account manually by a member of our support team. The good news is that this process is straightforward and fast — our agents can verify your payment and apply the quota top-up directly to your account.
To get this resolved as quickly as possible, please have the following information ready before you reach out:
- The email address associated with your Search Atlas account.
- Confirmation that the $10 charge has appeared on your payment statement.
- The approximate date and time of the purchase, if known.
🛠️ Steps to Get Your Credits Applied
- Verify that the charge has gone through by checking your bank or card statement.
- Log in to your Search Atlas account.
- Open the support chat within the platform and connect with a member of our support team.
- Let the agent know that your AI premium quota top-up payment was successful but the credits are not reflecting in your account, and share the email address on your account along with the approximate purchase date.
- The agent will confirm your payment on the backend and manually add the quota credits to your account.
- Once the agent confirms the credits have been applied, refresh your browser or log out and back in to see your updated AI premium quota balance.
📊 After Your Credits Are Applied
Once a support agent has added the quota manually, you can check your AI premium quota balance within the platform. If the balance still does not appear updated after the agent confirms the fix, try refreshing your browser or logging out and back in.
💡 Important Notes
- This issue has been identified and addressed by our engineering team, but if you purchased a top-up before the fix was fully deployed, you may still need manual assistance.
- Do not attempt to repurchase the top-up to resolve the issue — this could result in being charged twice. Wait for a support agent to confirm and apply your original payment first.
- Our support agents can see your billing history and will be able to verify your payment without you needing to provide a receipt.
💬 Need Help?
If you need further assistance, open the support chat within the platform to connect with our team. Please have your account email and payment confirmation ready so we can resolve this as quickly as possible.