What Is This Issue?
Some customers experience persistent 500 errors when trying to complete a LinkLab order — even after multiple attempts. In some cases, Hyperdrive Credits (HDC) are deducted and a card charge is applied, but the order never successfully creates. This is a known platform bug. If you are currently affected, this article explains what to do.
Symptoms
- Checkout in Link Laboratory fails repeatedly with a 500 error or a message such as "An unexpected error occurred. Please try again later."
- Hyperdrive Credits have been deducted from your balance
- Your payment card has been charged even though no order was completed
- Retrying checkout does not resolve the problem on its own
Why This Happens
A bug in the LinkLab checkout flow can cause an error that consumes Hyperdrive Credits or triggers a card charge without actually creating the order. If you encountered this bug, your account may reflect incorrect balances or an outstanding charge.
What To Do Right Now
- Stop retrying checkout. Additional attempts will not resolve a billing discrepancy already caused by the error and may complicate your case.
- Check your HDC balance and billing history. Review your account to confirm whether your Hyperdrive Credit balance is lower than expected and whether a card charge appears for the failed order. Note the exact HDC amount deducted, the card charge amount if applicable, and the date and time the failed attempts occurred — you will need these details in the next steps.
- Submit a refund or credit restoration request by contacting our support team. Reach out to us and include: (1) the date and approximate time of the failed checkout, (2) the HDC amount you believe was incorrectly deducted, and (3) the card charge amount if applicable. Request that our team restore your HDC balance and reverse any erroneous charge. Our team will review your account, confirm whether credits or charges are tied to a failed order, and process the correction directly. If you need help, contact our support team and we'll be happy to assist.
- Wait for confirmation before retrying. Once our team confirms that your HDC balance and any card charge have been corrected, return to Link Laboratory and complete your order. Do not retry checkout before receiving this confirmation, as a duplicate charge or double deduction could occur.
What Our Team Will Do
When you reach our support team, they will review your account to confirm that credits were consumed or a charge was applied without a successful order being created. Based on that review, they will restore your Hyperdrive Credits and address any card charge. You will receive confirmation of any corrections before being asked to retry checkout.
If you have questions or are unsure whether your account was affected, contact our support team and we'll be happy to assist.