## 🔍 Overview

Hyperdrive Credits (HDC) power key features across Search Atlas, including the URL Indexer, Site Explorer, and Website Studio. If your HDC purchase is failing at checkout — whether you see a stuck spinner, a duplicate charge, or no confirmation — this article walks you through the most common causes and fixes.



## ⚠️ Common Symptoms

- Checkout spinner keeps loading and never completes
- Purchase appears to fail but credits are not added to your account
- Credits are deducted twice without a corresponding balance increase
- An error message states your account is inactive or deactivated
- The top-up button appears greyed out or unresponsive

## 🛠️ Step-by-Step Troubleshooting

1. **Refresh your browser and clear cache.** Close the checkout modal, hard-refresh the page (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac), then attempt the purchase again.
2. **Try a different browser or incognito mode.** Browser extensions such as ad blockers or privacy tools can interfere with the payment flow. Open an incognito or private window and retry the checkout.
3. **Check your current billing plan.** Some issues specifically affect legacy billing accounts. Navigate to **Avatar (top-right corner) → Billing** and confirm your plan is active and in good standing before attempting a top-up.
4. **Verify your HDC balance before retrying.** If you experienced a stuck spinner, check your current HDC balance under **Avatar (top-right corner) → Billing** before purchasing again. Credits may have been applied even if the confirmation screen did not appear, and retrying could result in a duplicate charge.
5. **Confirm your payment method is valid.** Go to **Avatar (top-right corner) → Billing** (Plans & Top-ups tab, then click **Add Payment Method**) and ensure your card or payment details are up to date and not expired.
6. **Wait a few minutes and try again.** Temporary server-side delays can cause the checkout to time out. Wait 2–3 minutes, then attempt the purchase once more.

## 📊 Checking Your HDC Balance After a Failed Purchase

Even when checkout appears to fail, credits are sometimes applied in the background. Before retrying, always check your balance to avoid being charged twice:

- Go to **Avatar (top-right corner) → Billing** in the top-right menu.
- Look for your current Hyperdrive Credits balance and any recent transaction history.
- If the credits appear but your balance looks incorrect or the quota display seems off (for example, in Website Studio, Site Explorer, or URL Indexer), this may be a display inconsistency — your actual available credits may be correct on the back end.

## 💡 Known Issues and What to Expect

- **Legacy billing accounts:** Customers on older billing plans have previously experienced a stuck spinner during HDC checkout. If this applies to you, our team can process the top-up manually.
- **Quota display inconsistencies:** After a top-up, quota counters in Website Studio, Site Explorer, and URL Indexer may not refresh immediately. Try logging out and back in to force a sync.
- **Duplicate charges:** If you believe you have been charged more than once for the same purchase, do not attempt another purchase. Contact our support team immediately so we can investigate and issue a correction if needed.
- **Account incorrectly shown as deactivated:** In rare cases, an active account may receive a deactivation error during checkout. This is a known display error and does not reflect your actual account status.

## ✅ After a Successful Purchase

Once your HDC purchase is confirmed, your new credits should be reflected immediately under **Avatar (top-right corner) → Billing**. If you do not see the updated balance within a few minutes, log out and log back in. Credits are applied account-wide and will be available across all HDC-powered features.



## 🙋 Still Need Help?

If you have tried the steps above and your checkout is still failing, or if you suspect a duplicate charge, please reach out right away. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.