🔍 Overview
When you complete your onboarding profile in Search Atlas, you earn a one-time grant of Hyperdrive Credits (HDC). Some customers have reported that these credits disappeared from their account — showing only their monthly recurring balance — even though the credits were never spent. This article explains why this happens and how to get your credits restored.
⚠️ Why This Happens
Hyperdrive Credits earned through onboarding are issued as a separate, one-time balance on top of your regular monthly credits. In some cases, a backend discrepancy can cause this one-time grant to stop appearing in your billing view, even though you legitimately earned them and never used them. This is a known account-level issue that requires a manual credit restoration by the Search Atlas team.
✅ How to Confirm the Issue
- Navigate to your account's billing section within the platform.
- Review your credit history or balance summary. If you completed onboarding profile setup but your one-time HDC grant no longer appears — and you have no record of spending those credits — your account may be affected.
- Check your current credit balance to confirm that only your recurring monthly credits are showing, with no sign of the onboarding grant.
🛠️ How to Get Your Credits Restored
Because this issue requires a backend credit audit and manual restoration by our team, follow the steps below to initiate a resolution and get your credits added back to your account as quickly as possible:
- Gather your account details: have your account email address ready, and confirm that you completed the onboarding profile setup.
- If you have any screenshots of your current credit balance showing the missing onboarding grant, save these — they will help our team verify your case faster.
- Contact our support team directly through the Search Atlas platform. In your message, state that your onboarding Hyperdrive Credits are missing, include your account email address, and attach any screenshots you have collected.
- Our support agent will review your account, confirm the missing one-time HDC grant, and apply a manual credit restoration directly to your balance. You will receive a confirmation once the credits have been added.
- After the restoration is confirmed, return to your billing section and refresh the page to verify that your onboarding credits now appear alongside your recurring monthly balance.
📋 What to Have Ready Before You Reach Out
To help our team resolve your case as quickly as possible, have the following information on hand before contacting support:
- The email address associated with your Search Atlas account.
- Confirmation that you completed the onboarding profile setup.
- Any screenshots from your billing area showing that the onboarding credits are missing.
Please note: This issue cannot be resolved through self-service and requires manual intervention by the Search Atlas support team. Once you reach out with the details above, an agent will audit your account and restore your onboarding HDC grant directly. If you have not heard back within one business day, please follow up with your original message so your case can be escalated promptly. If you have questions about your credits or account at any time, our team is here to help — contact us via the Search Atlas support channel and we will be happy to assist.