🔍 Overview
Each billing cycle, your LLM Visibility quota should reset automatically on your renewal date. In some cases, a known platform issue can prevent this reset from firing correctly, leaving your quota appearing fully consumed even after your billing date has passed. This article explains what to check and how to get the issue resolved quickly.
⚠️ Is This Happening to You?
You are likely affected if you notice all of the following:
- Your LLM Visibility quota appears fully used up.
- Your billing cycle renewal date has already passed.
- You have not been able to run new LLM Visibility reports despite the new billing period starting.
- No new quota has been credited to your account after the expected reset date.
This is a known backend issue that has affected a number of paying customers. It cannot be resolved by making changes within your account settings — it requires a manual reset performed by the Search Atlas Billing and Accounts team.
🛠️ What You Should Do
Follow these steps to confirm the issue and gather the information our team needs to perform the manual reset on your behalf as quickly as possible:
- Confirm your billing renewal date. Click your avatar in the top-right and select Billing (Billing page) to note the exact date your cycle was supposed to renew. This helps our team verify the discrepancy on the backend.
- Note how many days have passed. Record today's date and how many days it has been since the expected reset. Our team will need this context.
- Check for active projects. Review your LLM Visibility reports to confirm whether active projects are genuinely consuming your quota, or whether the quota appears consumed with no active reports visible. Make a note of what you find.
- Gather your account details. Have your account email address or workspace name ready, along with the information collected in the steps above.
- Contact our support team. Reach out to the Search Atlas support team through the contact method available to you (such as the in-platform chat or your account's support channel). Share your billing renewal date, how many days the quota has been stuck, and whether any active reports are visible. The support team will escalate to the Billing and Accounts team, who will perform the manual backend reset and restore your quota.
📋 What to Include in Your Message
To help our team resolve this without unnecessary back-and-forth, include the following details in your message:
- Your account email address or workspace name.
- The date your billing cycle was expected to renew.
- Today's date and how many days have passed since the expected reset.
- Whether active LLM Visibility reports are visible in your account or whether the quota appears consumed with no active reports showing.
Once our Billing and Accounts team is notified and has this information, they can perform the backend reset and restore your quota promptly.