🔍 What Happened
A platform issue caused a number of heatmap grids to stop refreshing correctly. The system incorrectly reported that accounts had insufficient credits even when enough credits were available, causing heatmap refreshes to be skipped and leaving grids incomplete or outdated.
This issue has been identified and resolved by the engineering team.
💳 Will Credits Be Refunded?
Yes. If your heatmap grids failed to load or refresh due to this platform issue, you will not be charged credits for those failed scans. Credits consumed by grids that did not load properly are eligible for restoration.
- If you believe credits were deducted for grids that clearly did not produce results, our support team can review your account and restore the balance manually.
📋 How to Check Your Heatmap Status
- Navigate to your Local SEO section and open the relevant GBP project.
- Review your heatmap grids for any that appear blank, incomplete, or show outdated scan dates.
- Note the names of any affected grids so you can reference them if you contact support.
🔄 Do You Need to Manually Re-Run Affected Grids?
If a grid still appears incomplete, you may trigger a manual refresh from within the heatmap grid view. Contact support before doing so if you are concerned about additional credit usage.
⚠️ Will This Affect Future Scheduled Refreshes?
No. The underlying issue that caused scheduled refreshes to be skipped has been resolved. Heatmaps set to refresh on a schedule will refresh as expected going forward, and the system will no longer reject quota requests due to incorrect balance readings.
🛠️ What to Do If You Still See Issues
If your heatmap grids remain incomplete, or if you believe your credit balance was not correctly restored, please reach out so our team can investigate your specific account.
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.