## **🔍 Overview**

If you purchased Hyperdrive Credits (HDC) but they are not showing in your account balance, you are not alone. A known billing issue caused purchased credits to be written incorrectly, resulting in them disappearing — especially around subscription renewal dates or following a platform migration. This article explains what happened, how to check your balance, and how to get your credits restored quickly.

## **⚙️ What Caused the Missing Credits**

Our engineering team identified and resolved two related bugs that affected Hyperdrive Credit balances:

- **Incorrect storage key:** Purchased HDC were being saved to a monthly (resetting) key instead of a permanent one, causing credits to vanish when your subscription renewed.
- **Migration gap:** A platform billing migration did not successfully carry over all existing customer credit quotas, leaving some accounts with incomplete balances.

Both issues have been fixed. However, if your account was affected before the fix was deployed, your credits may still need to be manually restored.

## **📊 How to Check Your Current Hyperdrive Credit Balance**

1. Log in to your Search Atlas account.
2. Click your **profile icon** or **account name** in the top-right corner.
3. Navigate to **Billing** or **Credits** within your account settings.
4. Review the displayed Hyperdrive Credit balance and compare it against your purchase receipts.

If the balance does not reflect your purchases, proceed to the next section.

## **🧾 What to Have Ready Before Contacting Support**

To speed up the restoration process, gather the following information before reaching out:

- **Receipt numbers** for each Hyperdrive Credit purchase (for example, #1731-6172 and #1416-8681)
- **Purchase amounts** and dates for each transaction
- **The email address** associated with your Search Atlas account
- Any **Stripe invoice emails** or payment confirmations you received

Having these details ready allows our team to locate your transactions in the billing system and apply your credits without delay.

## **🛠️ Steps to Get Your Credits Restored**

1. Confirm the missing credits are not visible anywhere in your account dashboard or billing page.
2. Collect your receipt numbers and purchase details (see section above).
3. Open the live chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.
4. Share your receipt numbers, purchase amounts, and account email. Our team will verify the transactions against Stripe invoice history and manually restore any missing credits to your account.

## **🚀 What Happens After You Contact Support**

Once our team verifies your purchase records, they will manually apply the correct Hyperdrive Credit balance to your account. You should see the updated balance reflected immediately after the restoration is complete. If your account was affected by the migration issue or the subscription renewal bug, no action is needed on your end beyond providing your receipt details.

## **💡 Tips to Avoid Issues in the Future**

- Always save your purchase confirmation emails and note your receipt numbers.
- After any Hyperdrive Credit purchase, check your account balance within 24 hours to confirm the credits have been applied.
- If a balance discrepancy appears around your subscription renewal date, contact support promptly — the sooner you report it, the faster it can be resolved.

## **🆘 Still 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.