🔍 Overview
When you purchase a VIP upsell during a Search Atlas challenge, summit, or promotional event, your account should automatically receive the credits or benefits listed at checkout. This article explains how those credits work, what to do if they haven't appeared, and how to resolve unexpected charges.
💡 How VIP Upsell Credits Work
VIP upsell purchases are processed through our checkout provider and linked to your Search Atlas account automatically. Depending on the offer you purchased, your benefits may include one or more of the following:
- Bonus credits added directly to your account balance
- Trial extensions applied to your active subscription
- Promotional quota unlocks tied to a specific campaign or event
- Stacked benefits if you purchased both a VIP and Platinum tier during a dual-tier promotion
Credits are usually applied within a few minutes of a successful purchase. In some cases, especially during high-volume events, there may be a short delay of up to 24 hours.
⚠️ Common Issues and What Causes Them
The following issues have been reported by customers after VIP upsell purchases:
- Credits not appearing in the account — This can happen if your purchase was not fully captured by our system, particularly during certain promotional periods. Our team has identified and resolved a known issue where some purchases were not being recorded correctly.
- Duplicate charges — If your card was charged more than once for the same purchase, this is unintended and we will resolve it promptly.
- Benefits linked to a cancelled account — If you made a VIP purchase but later cancelled and created a new account, your credits may still be associated with the old account and need to be transferred manually.
- Quota appearing as paid when it should be included — Some promotional offers include unlimited or expanded quota as a bonus. If you are being charged separately for quota that was listed as part of your upsell package, this needs to be reviewed by our team.
✅ Steps to Take Before Contacting Support
- Check your account credits page — Log in to Search Atlas and navigate to the top-right avatar → Billing (Plans & Top-ups) to confirm your current credit balance and any recent additions.
- Verify the email address used at checkout — Make sure the email on your Search Atlas account matches the one used during the upsell checkout. A mismatch can prevent credits from being applied automatically.
- Allow up to 24 hours — If your purchase was very recent, wait a full 24 hours before assuming there is an error, as processing can occasionally be delayed.
- Check your payment confirmation email — Locate the receipt from your VIP upsell purchase. Note the exact amount charged, the date, and the offer name. You will need this information when speaking with our team.
📋 What to Have Ready When You Contact Us
To help our team resolve your issue as quickly as possible, please gather the following before reaching out:
- The email address associated with your Search Atlas account
- The email address used at the time of the upsell checkout (if different)
- The name of the promotion or event (for example, May Challenge VIP or Summit Platinum)
- The exact amounts charged and the dates they appeared on your statement
- A screenshot of your payment confirmation email, if available
💰 Refund Policy for VIP Upsell Purchases
If you were charged incorrectly — including duplicate charges or charges for benefits you did not receive — you are entitled to a refund or credit correction. Our team will review your purchase history and apply the appropriate resolution, which may include:
- A full or partial refund to your original payment method
- Manual application of missing credits to your account
- Transfer of benefits to a new account if your original account was cancelled
Refund requests are handled on a case-by-case basis and are typically resolved within 3–5 business days once our team has verified the details of your purchase.
🛠️ Get Help From Our Team
If you have followed the steps above and your credits are still missing, or if you believe you have been charged incorrectly, our support team is ready to help. 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.
Please include your payment confirmation details and a brief description of the issue so we can locate your purchase and resolve it as quickly as possible.