📋 Issue Overview
If you purchased a VIP plan or Hyperdrive credits using a different email than your main Search Atlas account, the credits may be applied to a trial account instead of your paid subscription. This commonly happens when signing up with a personal email rather than your organization email.
✅ Resolution Steps
Our support team can transfer Hyperdrive credits and quotas to the correct account. Here is the process based on a recent successful resolution:
- Identify the email address used for the incorrect purchase (e.g., personal email).
- Identify the correct Search Atlas account email where credits should be applied.
- 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.
- Provide both email addresses and request a transfer of Hyperdrive credits and quotas to the correct account.
- The support team will escalate to the Higher Tier team to process the transfer.
- Once completed, verify the credits and quotas appear in your correct account.
🔍 Verification
After the transfer, log in to your correct Search Atlas account and check your Hyperdrive credit balance and quota limits to confirm the update. In a recent case, the customer confirmed: "I can see the updates in the quota and HDC."
🛡️ Prevention Tips
- Always use your primary Search Atlas account email when purchasing VIP plans or Hyperdrive credits.
- Double-check the email address at checkout before completing payment.
- If managing multiple emails, ensure your billing and account emails are aligned in your profile settings.
💬 Need 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.