## Overview

If your keyword maps did not refresh on their scheduled date, or you noticed more quota credits consumed than expected, this article explains what to do if a heatmap auto-refresh fails or your quota balance appears incorrect after a refresh attempt.



## Why Scheduled Refreshes Can Fail

Heatmap auto-refreshes can sometimes fail or be skipped. If a refresh did not run as expected, or if quota credits were consumed without a successful refresh, this is a known issue that our team can investigate and resolve on your behalf.



## How Quota Is Counted Per Heatmap

Quota credits are consumed based on the number of grid pins in each heatmap. If you believe credits were consumed incorrectly — for example, if a refresh failed but credits were still deducted — our support team can review your account and process a refund where appropriate.



## Steps to Take If Your Refreshes Failed or Quota Seems Wrong

1. Review your heatmap projects and identify which maps did not refresh as scheduled.
2. Note the names of the affected heatmap projects, the keywords configured on each, and the dates the refreshes were expected to run.
3. Check your quota balance to see whether credits were deducted for maps that did not successfully refresh.
4. Contact our support team with the details you gathered. Include the affected heatmap project names, the keywords configured on each, the expected refresh dates, and whether credits were deducted. Our team will investigate the refresh failure, review your quota consumption logs, and escalate a refund to the appropriate internal team on your behalf. Refunds are applied directly to your quota balance once confirmed.

If you need assistance, please reach out to our support team. We're happy to help.