During a recent system migration, some accounts experienced a loss of promotional Hyperdrive Credits (HDC) that were originally granted via promo codes or special billing arrangements. If your promotional credits are no longer showing in your account, this article explains why it happened and how to get them restored.
The credit loss is linked to a known issue where certain promotional Hyperdrive Credit allocations were not fully carried over during a billing system transition. Accounts that had promotional credits set up as recurring grants were among those most likely to be affected. This was not caused by anything you did, and your original promo entitlement is still on record.
Recurring promotional credits may show a zero or reduced balance after the migration.
Non-recurring credits granted during a free trial period may also require review.
The issue affected a subset of accounts that migrated during a specific billing window.
Before contacting support, confirm that your credits are actually missing rather than temporarily delayed. Log in to your Search Atlas account and review your current Hyperdrive Credit balance. If your balance is lower than expected or a previously active promotional grant is no longer listed, your account is likely affected by the migration issue.
Credit restorations cannot be processed automatically through the platform — they require manual review by our team. When you reach out, please have the following information ready to speed up the restoration process:
Your account email address
The promo code you used (if you have it)
The number of credits you were expecting and whether they were recurring or one-time
Approximately when you first noticed the credits were missing
Our team will cross-reference your account against the original promotional records to verify your entitlement and restore the credits manually.
Once you have contacted our support team with the details above, our team will review your account, verify your promotional entitlement, and restore the appropriate credits. Resolution times may vary depending on the complexity of the original promotional arrangement.
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.