🔍 What Happened
A bug affected auto-refresh heatmap scans across affected accounts. Instead of generating full grid maps, the refresh produced incomplete grids showing only a single point rather than the expected coverage area. This caused heatmap scans to consume credits without delivering usable results.
The root cause was a backend issue in which heatmap grid coordinates contradicted the stored spacing configuration. As a result, the system scanned the wrong radius, understated or overstated rankings, and in some cases rendered an in-flight refresh as an empty map with an average position of 0 — rather than displaying the last valid completed scan.
⚠️ Which Scans Were Affected
- Heatmap scans triggered by auto-refresh during the affected window
- Scans that displayed a single pin or showed an average position of 0
- Scans where the grid coverage area appeared smaller or different from your saved settings
Manually triggered scans completed outside this window were not affected by this specific incident.
🛠️ What We Fixed
Our engineering team has resolved the following issues related to this incident:
- Grid coordinate mismatch: The backend now correctly aligns grid coordinates with your stored spacing settings, ensuring the right radius is scanned every time.
- In-flight refresh display: Heatmaps no longer show an empty map or an average position of 0 while a refresh is in progress — the last successfully completed scan is displayed instead.
Additional investigation is ongoing to fully address this incident. We will update this article as further fixes are released.
💳 Credit Refunds
We understand that affected accounts consumed credits on failed or incomplete refreshes during this incident. We are committed to making this right.
Here is what you need to know about refunds:
- Eligibility: Any credits spent on heatmap auto-refresh scans that produced incomplete or single-point grids during the affected window are eligible for a refund.
- How to check your credit activity: Review your billing or credit usage section within the platform to identify credits consumed on affected scans.
- Requesting your refund: Contact our support team, share the approximate date range and the number of credits affected, and our team will process your refund promptly.
🔄 How to Re-Run Affected Heatmaps
Once the fix has been applied to your account, you can manually trigger a new heatmap scan for any affected location. The new scan should generate a complete grid consistent with your saved settings. If you are unsure whether the fix has been applied to your account, please reach out to our support team.
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.