💳 How Elite plan credits work
Elite plan credits are the credits included with your Search Atlas subscription for eligible platform features. Your available balance and usage are shown in the platform and are the best source for your current allocation.
Credits are separate from access to the Media Room. Having Elite credits does not automatically provide additional Media Room benefits, and Media Room access does not replace your Search Atlas plan credits.
🖼️ What the Media Room includes
The Media Room is used to manage supported media and related URLs. You can access media tools from Local → Media Library. Other Local tools, such as Overview, My Tasks, Posts, Reviews, and Local Citations, are separate areas of the platform.
If a Media Room URL does not open, loads incorrectly, or a media item is missing, first confirm that you are using the correct project and that the URL is copied directly from the platform.
🔎 Are credits automatically reimbursed?
Credits are not automatically reimbursed when a Media Room URL has a problem. Reimbursement depends on whether credits were actually consumed and whether the issue was caused by a confirmed platform error.
Broken links, unavailable media, or access problems alone do not guarantee a credit refund. The team may review the affected project, URL, action, timestamp, and credit usage before deciding whether an adjustment is appropriate.
🛠️ What to do when a URL does not work
- Open Local → Media Library and select the affected project.
- Retry the action once and check whether the URL works in a new browser tab.
- Confirm that the URL is complete and belongs to the intended project or business profile.
- Record the affected URL, action, approximate time, and any error message.
- Check your credit balance before repeating the action multiple times.
📋 How reimbursement reviews work
When you contact the team, include the project name, affected URL, action attempted, approximate time, error message, and whether credits were deducted. This information helps determine whether the issue affected your account and whether a credit adjustment is appropriate.
Approved adjustments are handled after review and may vary by incident. Duplicate attempts, unused credits, or issues caused by an invalid or unsupported URL generally do not qualify for reimbursement.
💡 Search Atlas credits versus Media Room access
Search Atlas credits are plan-based usage allowances. Media Room access refers to the availability and operation of media-management features. These are related parts of the platform but are not interchangeable. A Media Room issue should not be treated as an automatic change to your Elite credit allocation.
💬 Get help with an affected URL
If the issue continues, provide the details listed above so the team can investigate the specific usage and URL. 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.