🔍 Overview
Some customers have experienced issues with Website Studio — including generation failures, builds that stall near completion, and credits that were not returned after a failed session. If you purchased an annual membership or were promised an extended trial by a Search Atlas instructor following one of these errors, this article explains what happened and how to get it resolved quickly.
⚠️ Known Website Studio Issues
Our engineering team has identified and resolved several bugs that caused credit and build problems. Here is a summary of what occurred:
- Generation Failed error: A build error blocked all new pages and changes, even after rephrasing prompts. Affected users lost credits without receiving a completed website.
- Build stalling at 98%: Website Studio occasionally hung near the end of a build. Clicking Stop left the account in an empty app state, consuming credits with no usable output.
- Credit reservation leak: A technical flaw caused credits to be reserved but never properly released after a failed or incomplete generation.
- Duplicate prompts in chat: After an AI Agent created or modified a web page, the Website Studio chat displayed multiple copies of the same prompt, causing confusion and unintended credit usage.
- 403 access errors via MCP: Users accessing Website Studio tools through the AI Agent MCP connection received permission errors, preventing any work from completing.
All of the issues listed above have been fixed or are in the final stages of release. New sessions should work correctly. If you are still seeing any of these problems, please report it immediately using the chat widget.
💳 Why Your Credits May Not Have Been Fully Restored
When you upgrade to an annual membership, your credit balance is recalculated based on your new plan. However, if credits were consumed during a failed Website Studio session before your upgrade, those credits may not have been automatically reinstated. This is because the system records usage at the point of consumption, and upgrades do not retroactively reverse prior charges.
If an instructor specifically told you that your credits would be restored to their full amount following a Website Studio failure, that commitment is honoured — but it requires a manual review of your account by our support team.
⏳ Where Is My Extended Trial Time?
If a Search Atlas instructor promised you additional trial time to compensate for credits lost during a Website Studio malfunction, this extension is applied manually to your account. It is not automatic. Possible reasons it has not appeared yet include:
- The request has not yet been passed from the instructor to the technical support team.
- Your account was upgraded before the extension was applied, which can shift how remaining time is displayed.
- There was a delay between the promise and the internal ticket being created.
In any of these cases, our support team can verify the original commitment and apply the extension directly.
✅ Steps to Get Your Credits and Trial Extension Applied
- Gather your details before contacting support. Have ready: the approximate date the Website Studio failure occurred, the prompt or project name you were working on, and the name or session reference of the instructor who made the promise.
- Open the chat widget in the bottom-right corner of the Search Atlas platform.
- Type human teammate to be connected with a member of our team.
- Share your details — tell the agent that you experienced a Website Studio failure, that credits were not restored after your annual upgrade, and/or that a trial extension was promised by an instructor.
- Allow the agent to review your account. They will confirm the failed session logs, verify any instructor commitments, and apply the correct credit restoration or trial extension manually.
🚀 Preventing Future Credit Loss in Website Studio
Now that the core bugs have been resolved, here are a few best practices to protect your credits going forward:
- If a build appears to stall for more than five minutes with no progress, refresh the page before clicking Stop — this may allow the session to recover.
- Avoid submitting a new prompt immediately after a Generation Failed message. Wait 30 seconds and reload the page first.
- After any failed generation, check your credit balance right away and contact support before starting a new session if the deduction looks incorrect.
- Keep a brief note of the date, time, and project name any time you experience an error — this speeds up the account review process significantly.
💬 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.