## 🔍 Overview

When attempting to purchase additional AI Premium Quota (10 points / $10), some customers encounter a payment error that blocks the transaction. The most common error message is **Payment failed: requires\_source\_action**. In some cases, the failure may appear as a silent banner with no clear error message. This article explains why this happens and the steps you can take to resolve it.



## ⚠️ What Causes This Error?

The **requires\_source\_action** error occurs when your bank or card issuer requires an additional authentication step before approving the payment. This is typically triggered by:

- **3D Secure (3DS) authentication** — your bank requires you to verify the transaction via a popup, SMS code, or banking app.
- **Card restrictions** — your card may be blocked for online or international transactions.
- **Outdated payment method** — an expired card or incorrect billing details on file.
- **Browser or popup blockers** — the 3DS authentication popup may be blocked, causing a silent failure with no visible error.

## 🛠️ Steps to Resolve the Payment Failure

1. **Check for a bank authentication prompt.** After clicking the top-up button, watch for a popup window or redirect from your bank asking you to verify the payment. Complete the verification if prompted.
2. **Disable your popup blocker.** Open your browser settings and allow popups for the Search Atlas platform, then attempt the top-up again. Popup blockers can silently prevent the 3DS authentication window from appearing.
3. **Try a different browser.** If you are using extensions or a browser with strict security settings, switch to a clean browser session (e.g., an incognito window in Chrome or Firefox) and retry.
4. **Update your payment method.** Navigate to your billing settings inside Search Atlas and verify that your card details — including expiry date, CVV, and billing address — are correct and up to date. Remove and re-add the card if needed.
5. **Use an alternative card or payment method.** If the issue persists with your current card, try a different credit or debit card. Contact your bank to confirm the original card is authorised for online purchases.
6. **Contact your bank.** Ask your bank whether the transaction was declined on their end and request that they allow the charge from Search Atlas.
7. **Retry the top-up.** Once you have completed the steps above, return to the AI Premium Quota section in your account and attempt the purchase again.

## 📍 Where to Find the AI Premium Quota Top-Up

To locate the top-up option inside Search Atlas:

1. Log in to your Search Atlas account.
2. Click your avatar in the **top-right corner** and go to **Billing → Plans & Top-ups (Billing)**.
3. In the **Content** section, find the **AI Premium** row.
4. Click the top-up button to purchase additional quota (10 points / $10).

## 💡 Additional Tips

- If you see a success message but your quota has not increased, wait a few minutes and refresh your account dashboard. If it still has not updated, please reach out via the chat widget.
- If you experience a **silent failure** — no error message and no quota added — your browser's popup blocker is the most likely cause. Disabling it and retrying usually resolves this.
- Ensure your billing plan is active and your subscription renewal is current, as an inactive subscription may affect top-up eligibility.

## 🆘 Still Need Help?

If you have followed all the steps above and are still unable to complete your AI Premium Quota top-up, our team is ready to assist. 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.