Some customers have encountered a cluster of issues in Website Studio, including unexpected menu changes, content loss after reverting, excessive or duplicate credit consumption, sitemap errors, and blog images not displaying. This article explains what to do if you've been affected and how to escalate for a credit restoration review.
Our engineering team has investigated and actioned several related defects in Website Studio. If you are experiencing symptoms such as duplicate credit charges, credits not being returned after a failed or cancelled generation, content being overwritten, or other unexpected behaviour in Website Studio, your account may have been impacted. If you are unsure whether your account was affected, our support team can review this for you during escalation.
If a revert action or sync error caused content loss, follow these steps before requesting assistance:
Stop editing the affected page immediately to prevent further overwrites.
Take a screenshot or screen recording of the current state of the affected pages, including any visible errors.
Note the date and approximate time when the issue first occurred.
Check your saved content sources to confirm whether the correct content is still available — this will be your recovery reference.
Do not manually re-enter content or trigger another generation until our team has reviewed the issue, as this may consume additional credits.
To verify your credit balance and review recent charges, check the billing or account area of the platform where credit usage is displayed. If you notice any unexpected charges — such as credits consumed for actions you did not intentionally trigger — take screenshots of those entries before contacting support.
Documenting the specific charges you believe are incorrect will help our team process your credit restoration request more quickly.
Because credit restoration requires a backend review by our team, please gather the following before reaching out:
Your project or website name in Website Studio
The approximate date and time the issue occurred
Screenshots of any duplicate or unexpected credit charges
A description of the action you were performing when the issue occurred (e.g. generating a page, reverting content, making a layout edit)
Any error messages you received, including the exact wording
Having this information ready will allow our team to locate your account activity and process the restoration without additional back-and-forth.
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.