🔍 Overview
If you are unable to use core Search Atlas features such as OTTO, Content Genius, or Digital PR services, and this is impacting the value you receive from your subscription, you may be eligible for account compensation in the form of Hyperdrive Credits (HDC). This article explains what to expect and how to request a review.
⚙️ What Compensation May Look Like
Search Atlas does not offer automatic refunds, but our support team can review your account on a case-by-case basis. Where a genuine service disruption or usability issue is confirmed, the team may offer:
- Non-recurring Hyperdrive Credits added to your account — these do not expire and are applied as a one-time exception.
- Reversal of charges for misconfigured features — for example, if a Cloud Stack was changed or created by mistake, no credits will be deducted once the issue is confirmed and corrected.
Compensation decisions are made individually and depend on the nature of the issue, how long it has been ongoing, and what services were affected.
📋 Before You Contact Support
To help our team review your situation quickly, gather the following information in advance:
- Which specific features you cannot access or use (for example: OTTO, Content Genius, Digital PR campaigns).
- How long the issue has been affecting your account.
- Any error messages or unusual behaviour you have noticed.
- The names or IDs of any projects or campaigns that may have been misconfigured.
🚀 Steps to Request a Compensation Review
- Check your current feature access. Log in to Search Atlas and attempt to use the affected feature. Note any error messages or restrictions you see.
- Review your active projects. If you believe a Cloud Stack or other configuration was set up incorrectly, identify the project name or ID so you can reference it clearly.
- Delete any misconfigured items if instructed. If a support agent confirms a Cloud Stack or campaign was created in error, delete it from your account as directed. No credits will be deducted for confirmed mistakes once the issue is reviewed.
- Contact the support team via live chat. Open the chat widget and describe your situation. Include the details you gathered above so the agent can investigate without delays.
💡 Digital PR Campaign Discovery and Indexation Metrics Notice
- Compensation such as non-recurring Hyperdrive Credits is granted as an exception, not a standard policy. Not every request will result in credits.
- If you are experiencing issues with Digital PR campaign discovery returning no opportunities, this is a known area the engineering team has been actively working on. Mention this specifically when you contact support so the agent can check the latest status for your account.
- Indexation metrics in some accounts may have shown inflated results due to a resolved platform issue. If your ranking or indexation data looks inconsistent, flag this during your support conversation.
- Our AI chat assistant is not able to approve compensation or access your billing details. To receive a credit decision, you must speak with a human teammate.
🤝 Need Further 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.