## What Causes This Issue?

If your Local SEO heatmaps are repeatedly failing and consuming credits without completing a scan, your keyword input or heatmap configuration may be contributing to the problem. Two commonly reported factors include:

- **Special characters in keywords** — quotation marks (e.g. **"**) and other special characters in your keyword input may cause scans to fail while still deducting credits.
- **Stuck or unresponsive heatmap grids** — some heatmap grids may become stuck in a broken state and cannot progress to a completed scan.

Follow the steps below to attempt to resolve the problem yourself.



## How to Fix a Failing Heatmap

1. Navigate to the Local SEO Heatmaps section of your account.
2. Locate the heatmap that is failing or stuck.
3. Delete the failing heatmap.
4. Create a new heatmap with the same target location and keyword.
5. Before saving, review your keyword input and **remove any quotation marks or special characters** (e.g. **"**, **'**, **&**). Use plain text only.
6. Run the scan again.

Once the keyword is free of special characters, the scan should complete successfully without consuming additional credits unexpectedly.



## Tips to Avoid This Problem in the Future

- Always use plain-text keywords without quotation marks or symbols when setting up a heatmap.
- If a scan appears stuck or shows no progress after a reasonable amount of time, do not re-run it repeatedly — each attempt may deduct credits even if the scan fails.
- Check your available credit balance before running large batches of heatmaps.

## What If You Lost Credits Due to Failing Scans?

If your credits were consumed by failed heatmap scans, our team can review your account and issue a refund where applicable. Credits have been successfully refunded for affected customers once the issue was confirmed.

To request a credit refund, please contact our support team and describe the heatmaps that failed along with the approximate number of credits lost so the team can verify and restore your quota.



## Known Ongoing Improvements

Our engineering team is actively working on additional improvements related to Local SEO Heatmaps, including better messaging when your quota is exhausted. These updates will make it easier to understand what is happening if a scan cannot proceed, so you can take action sooner and avoid unnecessary credit loss.



## Still Need Help?

If you need further assistance, please use the chat widget on this page to reach our support team and we will be happy to help.