🔍 Overview
This article addresses two common billing and access issues: refunds for publications that were never delivered, and AI LLM Visibility credits that appear available but cannot be used due to plan-level restrictions. Both situations can be confusing — this guide explains what to expect and how to get them resolved quickly.
📦 Publication Refunds for Undelivered Content
If you paid for publications through Search Atlas and the content was never published, you may be entitled to a refund or credit. Here is what you need to know:
- Publication purchases are processed as services. You can review all past service transactions by clicking your avatar in the top-right and selecting Billing.
- Refund eligibility applies when a publication order has not been fulfilled and no delivery confirmation has been provided. Orders that are in progress or pending placement are handled on a case-by-case basis.
- Time matters. If several months have passed since payment and nothing has been published, this is a priority case. Our team can investigate the order status and initiate the appropriate resolution.
To request a refund investigation, have your approximate payment date and amount ready, then reach out to our team so they can look into the specific transaction on your account.
🤖 AI LLM Visibility Credits and Plan Restrictions
It is possible to have LLM Visibility credits allocated to your account while still being unable to use them. This happens because credit balance and plan-level project limits are two separate things.
Here is how the system works:
- Credits represent the analysis budget consumed each time an analysis runs.
- Plan limits control how many LLM Visibility projects you are allowed to create or run at one time. Your current plan may cap the number of active projects regardless of your credit balance.
- When you hit the project cap, you will see an error indicating you have reached the maximum number of LLM Visibility projects allowed on your plan. This is a plan restriction, not a credit issue.
⚙️ How to Resolve Plan Limit Restrictions
If you are blocked by a plan-level project limit rather than a credit shortage, the resolution typically involves a plan review or adjustment on the backend. Before reaching out, please have the following ready:
- Your account or project name
- A description of the error or restriction you are seeing (including any on-screen message)
- The approximate date you first encountered the issue
Our support team will review your entitlements and coordinate any necessary backend adjustments to restore access.
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.