Credits: Missing, Not Updating or Wrong Balance

💳 Resolve OTTO Site Billing Discrepancies and Credits

⚡ Restore Missing Promotional Hyperdrive Credits

💰 Restoring Incorrectly Charged HyperDrive Credits

💡 How HyperDrive Credits Are Billed HyperDrive Credits (HDC) power your Cloud Stack generation and publishing inside Search Atlas. According to your dashboard, HDC should be deducted at the moment a Cloud Stack is first published — not when the draft is generated. If you generated Cloud Stack drafts, never published them, and later deleted them, you should not have been charged for those drafts. Understanding the intended billing behavior helps you spot discrepancies quickly: - Generation: Creating a Cloud Stack draft should be a preview step and should not consume HDC. - First publish: This is when your HDC is deducted, and only once per Cloud Stack. - Deleted drafts: Drafts removed before publishing should never carry a permanent charge. ⚠️ Why Incorrect Charges Can Happen In some cases, HDC may be deducted at the Cloud Stack generation step instead of at first publish. This is a known billing issue that our engineering team is actively resolving. Common symptoms include: - HDC deducted immediately after generating a Cloud Stack, before you clicked publish. - Charges remaining on your balance even after you deleted unpublished drafts. - Your credit balance not matching the usage shown in your dashboard. - Purchased HDC disappearing around a subscription renewal date. If any of these sound familiar, your credits may be eligible for restoration. 🔍 How to Check Your Credit Activity Before reaching out, gather the details that will help our team verify the incorrect charge: 1. Go to the left sidebar and click Authority, then select Cloud Stacks. 2. Review your Cloud Stack list and note which stacks were generated but never published, including any you deleted. 3. Record the date of generation and the number of HDC deducted for each draft. 4. Take a screenshot of your current HDC balance and the relevant Cloud Stack entries. 5. Check whether your dashboard states that billing occurs at first publish — a screenshot of this wording is helpful evidence. 🛠️ How to Request a Credit Restoration Credit restorations are handled manually by our support team so we can audit your account ledger and return the exact amount owed. To start a request: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a member of our team. 3. Share the number of affected drafts, the HDC amount charged per draft, and the approximate dates. 4. Attach your screenshots so we can verify the charges quickly. Once the audit is complete, incorrectly charged credits are credited back to your account. For example, if 45 HDC was charged for three drafts that were deleted before publishing, those 45 HDC would be restored — or the full amount if the charges should never have occurred at generation. 📊 What Happens After You Report It Our team reviews your account's credit ledger against your actual Cloud Stack activity. Because credit tracking involves multiple systems, audits can take a short time to complete, but every verified overcharge is refunded in full. You will receive confirmation in the chat once your credits are restored. 🚀 Tips to Avoid Future Billing Confusion - Only generate Cloud Stacks you intend to publish while the billing fix is being finalized. - Monitor your HDC balance after each generation and note any immediate deductions. - Report discrepancies as soon as you spot them — early reports make audits faster. - Keep an eye on your balance around subscription renewal dates. 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.

📊 Understanding Your Universal Credits Usage and Balance

📋 Overview Universal Credits (UCs) are the currency used across Search Atlas to power features like OTTO SEO, site audits, keyword research, and more. If you've noticed a significant drop in your credit balance — or the numbers don't seem to add up — this article explains how credits are counted, where to check your usage, and what to do if something looks off. 🗓️ How the Monthly Credit Cycle Works Your Universal Credits reset on a fixed billing cycle date each month. For example, if your cycle runs from August 17 to September 16, any credits consumed during that window count toward that month's total. Credits do not carry over between cycles — unused credits expire at the end of each cycle, and your balance resets to your plan's monthly allocation. Key things to know about your cycle: - Your cycle start and end dates are tied to the date your plan was activated or last changed. - Credits consumed are deducted in real time as you use platform features. - Your balance reflects remaining credits for the current cycle only. 🔍 Where to Check Your Credit Balance and Usage To see your current Universal Credits balance and how many have been used this cycle, follow these steps: 1. Log in to your Search Atlas account. 2. Click your account name or avatar in the top-right corner to open account settings. 3. Navigate to the Billing section. 4. Look for the Universal Credits panel — it displays your total allocation, credits used this cycle, and remaining balance. Note: If you see two different "used this cycle" figures on the Billing screen, this is a known display issue that our engineering team has addressed. The correct figure is the one shown in the main Universal Credits summary panel. ⚡ What Consumes Universal Credits A wide range of Search Atlas features draw from your Universal Credits pool. Common credit-consuming actions include: - OTTO SEO automations — activating and running SEO tasks across your sites - Site Audits — crawling pages and generating audit reports - Keyword Research — running keyword lookups and SERP analyses - Content Generation — using AI writing tools within the platform - Backlink and competitor analysis — pulling data reports If your balance dropped significantly — for example, from 750,000 to 400,000 credits in a single cycle — a large site audit, a batch of OTTO automations running across multiple sites, or a high volume of content or research tasks are the most common causes. 🛠️ How to Audit Your Credit Consumption To understand exactly where your credits went during a specific period, follow these steps: 1. Go to the Billing section of your account settings. 2. Look for a Usage History or Credit Log option — this shows a breakdown of credit consumption by feature and date. 3. Filter the log by your cycle dates (e.g., Aug 17 – Sept 16) to isolate that period's activity. 4. Review the itemized list to identify which features or actions consumed the most credits. If you manage multiple OTTO SEO sites, check Left sidebar → OTTO SEO → All Sites to see which sites are active. Active sites continuously run automations that consume credits. Sites listed under Deep Frozen do not consume credits while frozen. ⚠️ Common Reasons for Unexpected Credit Drops - Multiple active OTTO sites: Each active site runs ongoing SEO tasks. If you have several sites set to Active, credit usage compounds quickly. - Large site crawls: Auditing a site with thousands of pages consumes credits per page crawled. - Plan changes mid-cycle: Changing your plan during a billing cycle can sometimes affect how credits are tracked. If you changed plans recently, this may be a factor. - Team member activity: If coworkers have access to your account, their actions also draw from the shared credit pool. - Display discrepancies: In rare cases, the Billing screen may show inconsistent totals due to a known UI issue. The actual credits deducted from your account are accurate even when the display is temporarily out of sync. 💡 Tips to Manage Your Credits Effectively - Freeze OTTO sites you aren't actively optimizing — go to Left sidebar → OTTO SEO → All Sites and use the Freeze sites option to pause credit consumption. - Schedule large site audits during periods when you have ample credits remaining. - Review your usage log mid-cycle to catch unexpectedly high consumption early. - If you regularly run out of credits before your cycle ends, consider upgrading your plan to a higher credit allocation. 🙋 Still Have Questions? If your credit balance still doesn't match what you'd expect after reviewing the steps above — or if you'd like our team to run a detailed itemized audit of your account's credit consumption — we're here to 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.

🔍 Understanding OTTO Site Billing and Quota Discrepancies

🧭 Overview Some customers notice a mismatch between the number of OTTO sites they have actively running and the number their plan is billing or tracking quota for. This discrepancy may be related to OTTO quota migration. ⚙️ Why Does the Site Count Look Wrong? OTTO billing and quota records may show different figures during quota migration. The available information does not identify a specific cause for every discrepancy, so the account records must be checked to determine what happened. 📊 What to Check 1. Record the number of OTTO sites you currently have actively running. 2. Record the site count or quota associated with your plan. 3. Compare the two figures and note the difference. 🛠️ How the Discrepancy Is Resolved There is no confirmed self-serve correction for discrepancies related to OTTO quota migration. The account and quota records must be reviewed to determine the correct status. 📋 What to Have Ready When You Contact Support Include your account details, the number of active OTTO sites, the quota or site count associated with your plan, and relevant billing information. These details help the team investigate the discrepancy. 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.

🪙 Check Your Content Genius Token and Credit Balance

🔍 Overview Content Genius uses two types of usage limits: tokens (for AI-generated content) and targeted keyword slots (for keyword optimization). Knowing where to find your remaining balance and how credits are consumed helps you plan your content workflow without unexpected interruptions. 🗺️ How to Access Content Genius 1. Log in to your Search Atlas account. 2. In the left sidebar, click Content. 3. Select AI Content Templates or any Content Genius tool from the sub-menu. The full list of available sub-pages includes: On-Page Audit, Topical Maps, Content Planner, Scholar, Meta Generator, and AI Content Templates. 📊 Where to Find Your Token and Quota Banner Your remaining token balance is displayed in the global top header bar (showing 'Quotas 15' next to 'Atlas Agent'), which is present site-wide across pages such as Onpage Audit, Scholar, URL Indexer, and Billing. This banner updates in real time as you generate content. - The banner shows your total token allowance for the current billing period. - It shows your remaining tokens so you can see exactly how much capacity is left. - The banner also displays your targeted keyword usage, showing how many of your monthly keyword slots have been used. You do not need to navigate to a separate settings or billing page to check this information. The quota display is always visible in the global top header bar, no matter which Search Atlas page you are on. 💳 Credit Cost Per Generated Article Each time you generate a full article using Content Genius, 3 credits are deducted from your account balance. This applies to every article generation request, regardless of length or topic. - 1 article generated = 3 credits deducted - Credits are drawn at the moment of generation, not on save or export. - If you cancel a generation mid-way, credits may still be consumed depending on how far the generation progressed. 🎯 Targeted Keyword Allowance In addition to per-article credits, your plan includes a monthly allowance for targeted keywords. These are the keywords you assign to optimize individual pieces of content. - 300 targeted keywords are included per month on standard plans. - Each unique keyword you target within Content Genius counts against this monthly allowance. - The allowance resets at the start of each billing cycle. - Your current usage versus your monthly limit is visible in the quota banner described above. ⚠️ What Happens When You Reach Your Limit If you exhaust your token balance or reach your targeted keyword limit before your billing period resets, Content Genius will notify you within the platform. At that point, you will not be able to generate new articles or assign additional targeted keywords until your quota refreshes or you upgrade your plan. - Monitor your quota banner regularly, especially during high-volume content production periods. - Plan article generation in batches to avoid running out of tokens unexpectedly near the end of a billing cycle. 🔄 Tips for Managing Your Token Balance - Check the quota banner at the start of each session before beginning a new content project. - If you are managing a team, coordinate article generation schedules to spread usage evenly across the billing period. - Use the Content Planner (Left sidebar → Content → Content Planner) to map out your planned articles before generating them, so you can estimate credit consumption in advance. - If you need a higher token or keyword allowance, contact your account manager or explore plan upgrade options within your account settings. 💬 Need More 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.

💳 MCP Server Credit Consumption and Quota Reset Schedule

MCP server queries do not use a separate credit type — they draw from the same credit pools as the Search Atlas dashboard. Understanding how quotas are shared and when they reset helps you avoid unexpected exhaustion, especially if you run automated or high-volume workflows via MCP. 🔄 How MCP Credits Work Each MCP query consumes from the quota tied to the feature it calls. For example: - A keyword lookup via MCP draws from your Keyword Lookup quota. - A backlink analysis call via MCP draws from your Backlink quota. There is no separate MCP credit bucket. Dashboard usage and MCP usage share the same pool for each feature. The amount consumed per MCP query matches the equivalent action in the dashboard. A single call is metered the same way that feature is metered in the dashboard — so a keyword lookup that returns 74 keywords draws from your Keyword Lookup quota at the same rate as running that same lookup in the dashboard. Using MCP does not add a surcharge or change the per-query cost. 📅 When Quotas Reset Most Search Atlas quotas reset annually on your account renewal date, not on your monthly billing date. These are two different dates: - Monthly billing date — when your recurring payment is charged (e.g., June 28). - Annual renewal date — when your feature quotas reset (e.g., July 28). Your quota resets on the annual renewal date regardless of when your most recent monthly charge occurred. Heavy automated or MCP usage can exhaust an annual quota weeks or months before that reset date. Note on terminology: the billing page (Billing → Plans & Top-ups) shows the text "All recurring quotas reset on your next billing date (Oct 21, 2026)", which led some annual-plan customers to assume their quota refreshes monthly. Regardless of how the date is labeled, the reset for annual plans is annual. 📊 How to Check Your Remaining Quota 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Review the remaining balance for each feature pool under the relevant tab (e.g., Plans & Top-ups or Services). Be aware that some quota displays can merge recurring and purchased (top-up) credits into a single figure, which can make the balance look like it never refreshes. If the numbers appear inconsistent, verify them against your annual renewal date or contact support. 📌 Note If your quotas are exhausted before your renewal date due to unexpected MCP or automated usage, contact Search Atlas support. Do not assume a monthly billing charge will restore your quota — only the annual renewal date triggers a reset.

💡 Resolve Expired Unlimited AI Article Credits

🔍 Overview Some Search Atlas customers received a promotional offer granting unlimited AI article credits for a limited time — for example, through an AI Summit event or a special promo code. This article explains how these promotions work, why your credits may have stopped, and what steps to take next. 📋 How Promotional AI Credit Offers Work Unlimited AI article credit promotions are time-limited. Key things to know: - The promotion has a clearly defined expiry date (for example, end of May or end of June depending on the offer you received). - Once that date passes, the promotional credits are automatically removed from your account. - Your account then reverts to the AI credit allocation included in your active subscription plan. - Promotional credits are not rolled over or converted to paid credits after expiry. ⚠️ Common Reasons Credits Stop Working If your AI article credits disappeared or the platform will not let you create new articles, one of the following is likely the cause: - The promotion end date has passed. Promo credits (such as those tied to the UNLIMITEDQUOTAMAY_SO code or AI Summit offer) were removed at the close of the promotional period. - Your subscription billing lapsed. If a billing event failed or your plan expired, available top-up credits may appear locked until the account is in good standing. - Bulk-deleted articles did not recalculate credits. In some cases, articles deleted through the front-end bulk-delete dialog did not immediately return credits to your quota. This is a known issue that has been resolved, but older accounts may have been affected. - A promo code conflict. Applying a new promo code while an older one was still active could have caused one to override the other without applying correctly. 🛠️ Steps to Troubleshoot 1. Check your current credit balance. Go to Left sidebar → Content and open any tool such as the Content Genius page. Your remaining credits are displayed at the top of the screen. 2. Confirm the promotion end date. Review the original email, event materials, or checkout page where the promo was advertised. The expiry date is listed there. 3. Verify your subscription is active. Visit your account billing settings to confirm your current plan is active and no payment issues are pending. 4. Try refreshing your session. Log out of Search Atlas completely, clear your browser cache, and log back in. In some cases, credit totals do not update until the session is refreshed. 5. Check if deleted articles affected your quota. If you recently bulk-deleted articles and your credits did not return, this may need to be corrected on the back end. Contact support using the steps below. 📊 What Happens After the Promo Ends Once your promotional unlimited credits expire, you can continue creating AI articles using the credits included in your subscription plan. If you need more credits than your plan provides, you have two options: - Upgrade your subscription plan to one with a higher monthly AI credit allowance. - Purchase an AI credit top-up if that option is available on your current plan. To explore upgrade options, click your avatar in the top-right corner, select Billing, and open the Plans & Top-ups tab (Billing). 💬 Still Need Help? If you believe your credits were removed before the agreed promotion end date, or if your credits are still not working after following the steps above, 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. When you reach out, please have the following ready to speed up the resolution: - The promo code or offer name you used (for example, UNLIMITEDQUOTAMAY_SO) - The end date you were quoted for the promotion - A screenshot of your current credit balance or the error message you are seeing - The email address associated with your Search Atlas account

💡 Understanding Universal Credits and HyperDrive Credit Balances

🔍 What Are Universal Credits? Universal Credits are a flexible credit pool included with your Search Atlas subscription. They can be used across a wide range of tools and features inside the platform, automatically applying to supported actions without requiring you to manage separate budgets for each tool. ⚠️ Features Not Covered by Universal Credits Universal Credits do not cover every feature in Search Atlas. The following tools and actions use HyperDrive Credits (HDC) exclusively and cannot be funded by Universal Credits: - HyperDrive-powered indexing and citation creation — including URL submissions through the Authority → Indexer tool - Cloud Stacks creation — each stack deducts HyperDrive Credits, not Universal Credits - Citation building — local citation actions triggered from Local → Local Citations consume HyperDrive Credits - PR Distribution publishing — distributing press releases via Authority → PR Distribution draws from HyperDrive Credits In short: Universal Credits power most standard research and content tools, while HyperDrive Credits power high-velocity authority and indexing actions. The two pools are separate and cannot substitute for one another. 📊 Why Your HyperDrive Balance May Show 175 Instead of 230 If you expected 230 HyperDrive Credits — for example, 30 from a July challenge reward plus 200 from a Platinum package upgrade — but your balance shows 175, there are several common explanations: 1. Credits were consumed before you checked. HyperDrive Credits are deducted in real time when actions like citation creation, indexing, or Cloud Stack generation are performed. Any activity between when the credits were awarded and when you checked your balance would reduce the total. 2. UI refresh delay. In some cases, the platform UI does not immediately reflect a credit top-up or deduction. This is a known display issue that has been addressed in recent updates. Try refreshing your browser or logging out and back in to see the current balance. 3. Challenge credits applied on a delay. Bonus credits from challenges or promotions (such as the July challenge) may be credited on a specific processing date rather than instantly. If your 30 challenge credits had not yet been applied when the balance was captured, your visible total would be lower than expected. 4. Package upgrade timing. If your Platinum upgrade was processed mid-billing cycle, credits may have been prorated or applied on the next cycle start date depending on your plan terms. 5. A portion was consumed by citation or indexing actions. Specifically, citation creation through Left sidebar → Local → Local Citations is a known consumer of HyperDrive Credits. If any citations were created around the time your credits were added, the deduction may not have been immediately visible in the UI — this display sync issue has been resolved in a recent platform update. 🛠️ How to Check Your Current Credit Balances To view your Universal Credits and HyperDrive Credits at any time: 1. Log in to your Search Atlas account. 2. Look at the Hyperdrive Credits balance indicator in the header top-bar (e.g., 'Hyperdrive Credits 691'), visible on pages such as Authority → Press Releases. 3. If a recent top-up is not reflected, perform a hard refresh (Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac) or log out and log back in. 💡 Tips to Avoid Credit Discrepancies - Check your credit balance before and after running large batches of indexing, citation, or Cloud Stack actions so you can track consumption accurately. - If you receive bonus credits from a challenge or promotion, allow up to 24 hours for them to appear in your account before performing high-volume actions. - Note that Universal Credits and HyperDrive Credits are non-interchangeable — running out of one will not draw from the other. - Keep your browser up to date and refresh the platform after any significant account change (upgrade, reactivation, or credit award) to ensure the UI reflects your true balance. 🆘 Still Seeing an Incorrect Balance? If your HyperDrive or Universal Credit balance still looks wrong after refreshing and reviewing the points above, our team can audit your credit history and confirm exactly when each credit was applied or consumed. 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.

💡 Understanding HyperDrive Credits and Promotional Quota Balances

🔍 Overview Your HyperDrive credit balance and promotional quotas (such as bonus Nexa Sites) are calculated from multiple sources: your base subscription package, challenge rewards, and time-limited promotional bonuses. When these sources combine, the final balance can sometimes look different from what you expect. This article explains how credits and promotional items are applied and what to do if something still looks off. 📊 How HyperDrive Credits Are Calculated Your total HyperDrive credit balance is the sum of all active credit sources tied to your account. Common sources include: - Subscription package credits — credits included with your plan tier. - Challenge or campaign rewards — credits earned by completing a Search Atlas challenge or promotional event. - Add-on or one-time purchases — any credits purchased separately outside your plan. Each source may have its own activation date, expiry date, or eligibility condition. Credits from a challenge reward, for instance, are only added to your balance after the challenge period closes and results are verified. If a challenge ended mid-month, those credits may not appear until the following billing cycle or after a short processing window. ⚙️ Why Your Balance May Show a Lower Number If your credit balance does not match what you expect, one or more of the following reasons typically applies: - Credits already consumed. Some credits may have been used by active platform features since your last top-up. - Challenge credits not yet processed. Rewards from challenges or campaigns are applied after the event closes and results are confirmed. There is usually a short processing window after the challenge end date before credits appear. - Promotional credits applied to a separate pool. Certain promotional credits may be added to a bonus pool that is distinct from your main balance. - Eligibility conditions not yet met. Some challenge rewards require you to have completed specific tasks or reached a milestone. If the condition was not fully met, the bonus may not have been granted. - Billing cycle timing. Package credits refresh on your billing renewal date. If your plan recently changed or renewed, there may be a short delay before the new balance is reflected. 🌐 Why You May See Fewer Promotional Items Than Expected Promotional bonuses such as extra Nexa Sites or other quota additions follow the same processing logic as challenge credits. They are applied after the promotion period closes and eligibility is confirmed. If you believe a promotional item has not been applied correctly, it is best to contact our support team directly. 📋 What to Have Ready When Escalating Because credit and quota discrepancies are reviewed by our team, having the following information ready will help resolve your case faster: - Your account name and the email address associated with your subscription. - The specific credit source in question (e.g., challenge name, promotion name, or package tier). - The expected credit or quota amount versus what is currently showing in your account. - Any relevant dates, such as when a challenge ended or when your billing cycle renewed. 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.

💳 Fix Hyperdrive Credits Billing Discrepancies

🔍 What Is a Hyperdrive Credits Discrepancy? A billing discrepancy occurs when your account shows more Hyperdrive Credits consumed than the number of citations successfully submitted. This gap is sometimes called a credit overage or reconciliation issue. Understanding why this happens — and how to resolve it — will help you get any missing credits returned to your account quickly. ⚙️ Why This Can Happen Hyperdrive Credits can sometimes show a mismatch between credits consumed and citations successfully completed. This may result in credits appearing to be deducted without a corresponding confirmed citation submission. 📋 What to Have Ready Before Escalating Because credit reconciliation requires a manual review by our billing team, you cannot resolve a discrepancy directly through the platform on your own. To help our team investigate and restore any credits as quickly as possible, please gather the following information before reaching out: - Your account name or email address associated with the affected Search Atlas account. - The total credits shown as consumed in your account at the time of the discrepancy. - The number of citations confirmed as successfully submitted during the same period. - The name of the citation campaign or batch affected, if applicable. - Any screenshots of your credit balance and citation status list — these will speed up the review process. Having these details ready will allow our team to locate the affected records and process a reconciliation as efficiently as possible. 🛠️ How to Request a Credit Reconciliation Once you have gathered the details above, our support team can investigate and restore any credits that were consumed without a corresponding successful citation. 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.

🔄 Fix Early Billing Resets and Lost Credits

🔍 Overview If your heatmap credits or other usage credits reset earlier than you expected — before your billing cycle date — this article explains the most common reasons and walks you through how to get those credits restored. ❓ Why Did My Credits Reset Early? There are a few reasons a billing cycle can reset ahead of schedule: - Plan upgrade or downgrade: Changing your subscription plan mid-cycle can trigger an immediate billing cycle reset. Your new plan takes effect right away, which may reset the credit counter from that moment rather than your original renewal date. - Payment retry or failed charge: If a payment fails and is later retried successfully, the system may treat the successful charge date as the new billing start date, shifting the entire cycle forward. - Manual plan reactivation: If your account was paused or temporarily deactivated and then reactivated, the cycle may restart from the reactivation date rather than the original date. - Timezone differences: Billing resets may be processed at a time that appears earlier than expected depending on your local timezone. 📊 What Counts as a Credit Loss? A credit loss occurs when unused credits disappear at the point of reset and you did not have a reasonable opportunity to use them. Common examples include: - Your heatmap credits reset to zero before your expected renewal date, leaving an unused balance. - Credits from a recently purchased add-on were wiped within days of purchase due to an unintended cycle reset. - A plan change caused an immediate reset that you were not aware would clear your existing balance. Credits that expire at the end of a normal, full billing cycle are not eligible for restoration — only those lost due to an unexpected or premature reset. ✅ How to Request a Credit Restore 1. Gather your details before reaching out. Note the credit type affected (for example, heatmap credits), the approximate number of credits lost, the date the reset occurred, and any plan changes you made around that time. 2. Contact the support team promptly. Credit restore requests are easiest to verify close to the date of the incident. The sooner you reach out, the better. 3. Provide your details to the support team when you connect, including the credit type, amount lost, reset date, and any relevant plan changes. Our team will review your account activity, verify the premature reset, and confirm whether a restore is possible. 🛡️ How to Avoid Losing Credits in the Future - Use your credits before making plan changes. If you are considering an upgrade or downgrade, try to use remaining credits beforehand, since a plan change may trigger an immediate cycle reset. - Monitor your billing date. Keep track of your current renewal date in your account settings so you can anticipate when credits will reset. - Contact support before making changes if you are unsure how a plan change will affect your current credit balance. 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.

⚡ Fix Hyperdrive Credit Balance Discrepancies

🔍 Overview If Atlas Brain is displaying an "Insufficient Hyperdrive Credits" error even though you believe your account has enough credits, you are not alone. This issue typically occurs when a recent top-up has not yet reflected in your available balance, or when there is a temporary sync delay between your credit account and the Atlas Brain engine. This article explains why this happens and walks you through the steps to resolve it. ⚡ What Are Hyperdrive Credits? Hyperdrive Credits (HDC) are the currency used to power Atlas Brain actions within Search Atlas. Each task or AI-driven operation consumes a set number of credits. When your balance drops too low, Atlas Brain will pause and display an insufficient credits error to prevent incomplete or failed operations. 🛠️ Common Causes of the Discrepancy - Top-up processing delay: After purchasing or adding Hyperdrive Credits, there can be a short processing window before the new balance is reflected in Atlas Brain. - Cache sync lag: Your account dashboard and Atlas Brain may briefly show different balances while the system syncs. - Pending transactions: A credit purchase that is still being verified by the payment processor will not appear as available until the transaction is confirmed. - Session-level caching: If you were already logged in when a top-up was processed, your active session may still be reading the old balance. ✅ Step-by-Step: How to Resolve the Error 1. Check your current HDC balance. Navigate to Avatar → Billing → Plans & Top-ups (Billing) to view your Hyperdrive Credits quota. Note the exact number displayed — for example, 75 HDC. 2. Confirm your top-up was completed. Go to your billing or payment history and verify that the top-up transaction shows a status of Completed or Confirmed. If it shows Pending, wait up to 15 minutes for the payment processor to finalize it. 3. Refresh your session. Log out of Search Atlas completely, then log back in. This forces your session to pull the latest credit balance from the server rather than a cached value. 4. Hard-refresh the page. After logging back in, press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to clear any locally cached page data. 5. Re-check your HDC balance. Return to Avatar → Billing → Plans & Top-ups (Billing) and confirm whether the updated balance is now showing. If a top-up was completed, it should now be reflected. 6. Retry the Atlas Brain action. Once your balance is confirmed and correct, return to the task that triggered the error and try running it again. ⏱️ How Long Does a Top-Up Take to Reflect? In most cases, Hyperdrive Credits are added to your account within a few minutes of a successful payment. However, in some situations — particularly during high-traffic periods or when using certain payment methods — the update may take up to 15–30 minutes. If your balance has not updated after 30 minutes and your payment history confirms the transaction is complete, this may indicate an account-level sync issue that requires manual investigation. 💡 Tips to Prevent This Issue - Top up your Hyperdrive Credits before your balance reaches zero to avoid interruptions to Atlas Brain workflows. - Always wait for a payment confirmation email before assuming credits have been added. - Avoid running large Atlas Brain tasks immediately after a top-up — give the system 2–3 minutes to sync the new balance. - Regularly monitor your HDC balance via Avatar → Billing → Plans & Top-ups (Billing), especially before scheduling bulk operations. 🆘 Still Seeing the Error? If you have followed all the steps above and Atlas Brain is still reporting insufficient Hyperdrive Credits despite a confirmed top-up, there may be an account-level issue that our team needs to investigate. 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.

⚡ Hyperdrive Credits Discrepancy: Display vs. Available

🔍 What This Article Covers You may notice your account dashboard shows one Hyperdrive Credits total while the AI reports a lower number of credits available. This guide explains why that gap can occur and what steps you can take to investigate and resolve it. ⚠️ Why the Numbers Don't Match There are common reasons your displayed balance and your AI-reported available credits can differ: - Cached data sync delay: The dashboard figure reflects a snapshot that may be behind real-time usage. The AI draws from a live usage ledger, so it may show a lower number if credits were consumed recently and the display cache has not yet refreshed. - Usage tracking lag: When a batch job (such as a large citation run) completes, credits are debited asynchronously. The dashboard total can appear unchanged for a short period while the deduction is still being written to your account ledger. - Reserved or allocated credits: Hyperdrive Credits are managed at the account level, but some credits may be allocated or reserved for existing projects or jobs. Credits reserved in this way are counted in your account total but may not be available for new work, which can cause a large visible discrepancy. 🛠️ Steps to Diagnose Your Discrepancy 1. Hard-refresh your dashboard. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force a full page reload and clear any locally cached figures. Check whether the displayed balance updates. 2. Wait a few minutes and reload again. If credits were consumed by a recently completed job, the ledger sync may take some time. A second reload after a short wait often resolves display-only discrepancies. 3. Review your active projects and recent jobs. Check any projects, citation runs, or other jobs you have run recently. Credits consumed by recently completed jobs may not yet be reflected in the dashboard display but are already deducted from your live available balance. 4. Check whether credits are reserved for existing work. If you have ongoing projects or campaigns, some credits may be allocated to them and unavailable for new tasks. Review your active work to account for any reserved credits. 5. Confirm the discrepancy persists. If after refreshing and waiting the gap remains unexplained, note your displayed credit total, the available credits the AI reports, and any recent jobs you ran. This information will help the support team investigate quickly. 📋 What to Have Ready if You Need to Escalate If the steps above do not resolve the discrepancy, please gather the following before contacting support: - Your account or project name - The credit total shown on your dashboard - The available credits reported by the AI - Any recent jobs or citation runs you completed 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.

🛠️ Fix Zero-Quota AI Credits on Agency Starter Accounts

🔍 Overview Some agency whitelabel accounts display a full AI credit balance yet are unable to use those credits. This issue is most common on Agency Starter plans and can affect any client account managed under your whitelabel workspace. This article explains why it happens and walks you through the steps to resolve it. 💡 Why This Happens The AI credit display on a whitelabel account reflects the allocated quota — the amount you have assigned to that account. However, if the underlying quota configuration is not correctly synced between the parent agency account and the client sub-account, the credits appear available but are blocked at the usage level. Common triggers include: - The Agency Starter plan's AI credit pool was reset or adjusted without re-syncing allocations to client accounts. - A previous billing cycle change left the sub-account quota in a zero or locked state despite the dashboard showing credits. - The whitelabel account was created or modified while a plan upgrade or renewal was processing. ⚙️ How to Check Your AI Credit Allocation 1. Click your avatar in the top-right corner of the platform to open the Account Menu. 2. Select Team Members or navigate directly to /settings. 3. Locate the affected whitelabel account (e.g., Castelo Portraits) in your client account list. 4. Review the AI credit allocation shown for that account. Confirm that a non-zero value is saved and active — not just displayed. 🛠️ Steps to Resolve the Issue 1. Re-save the credit allocation: Open the whitelabel account settings, clear the current AI credit value, re-enter the desired amount, and click Save. This forces a fresh sync between the parent account and the sub-account. 2. Verify the parent account balance: Ensure your main Agency Starter account has sufficient AI credits available to cover the allocation. If the parent pool is at zero, replenish it before re-allocating. 3. Log out and log back in: After saving, ask the affected client (or switch to their account) to log out and log back in. This clears any cached quota state on their session. 4. Test a small AI task: Once back in the account, attempt a low-cost AI action (such as generating a short content brief) to confirm credits are now active and deducting correctly. 🔄 Preventing This Issue in the Future - After every plan renewal or upgrade on your agency account, revisit your client credit allocations and re-save them to ensure they remain in sync. - Avoid modifying credit allocations during active billing transitions — wait until a new cycle is fully confirmed. - Periodically audit your whitelabel accounts under /settings to confirm allocations reflect intended values. 🆘 Still Experiencing the Issue? If you have followed all the steps above and the affected account still cannot use AI credits, our team can investigate the quota sync at the account level. 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.

💡 Understanding Credit Rollover and Subscription Renewal

🔍 Overview Search Atlas uses a credit-based system to power features like content generation, keyword research, and AI-assisted tools. Understanding which credits roll over at the end of your billing cycle — and which do not — helps you plan your usage and avoid losing credits unexpectedly. 💡 Which Credits Roll Over? AI Credits do not roll over. Any unused AI Credits at the end of your billing cycle expire and are not carried forward to the next cycle. Your AI Credit balance resets to your plan's monthly allotment when your subscription renews. This means that any credits remaining at the end of a cycle will be replaced — not added to — your new monthly allotment when the cycle resets. Because AI Credits reset each cycle, it is important to use them before your renewal date rather than saving them in anticipation of a future project. 📅 How Subscription Renewal Timing Affects Your Credits Your subscription renews on the same date each month (or year, if you are on an annual plan). At the moment of renewal, your AI Credit balance is reset to your plan's included amount. Any credits remaining from the previous cycle are removed at that point. For example, if your subscription originally activated on the 15th of the month, your credits will reset on the 15th of each subsequent month. ⚙️ How to Check Your Current Credit Balance and Renewal Date 1. Log in to your Search Atlas account. 2. Navigate to your account settings within the platform. 3. Look for the billing or subscription area to view your current AI Credit balance and your next renewal date. 4. Review your renewal date and remaining credits regularly so you can plan your usage accordingly. 📊 Quick Reference: Credit Rollover Summary - AI Credits: Do not roll over — unused credits expire at the end of each billing cycle. - Credit reset: Your balance resets to your plan's monthly allotment at renewal. - Renewal date: The same calendar date each month (or year) as your original subscription activation. - Best practice: Use credits before your renewal date — saving them will not increase your balance in the next cycle. 🛠️ Tips to Make the Most of Your Credits - Monitor your credit balance regularly so you are not caught off guard near renewal. - Schedule credit-heavy tasks (such as bulk content generation or large-scale audits) earlier in your billing cycle rather than the day before renewal. - If you consistently run out of credits before your renewal date, consider reviewing your plan options to ensure your allotment matches your usage needs. 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.

Fix Missing OTTO AI Suggestion Credits in Billing

What Are OTTO AI Suggestion Credits? OTTO AI Suggestions are credits that power AI-generated schema markup, including JSON-LD structured data, within the OTTO SEO automation workflow. Each page that receives an AI-generated suggestion consumes one credit. If you want to generate JSON-LD structured data across a large batch of pages, you need enough OTTO AI Suggestion credits available before running the task. How to Navigate to OTTO AI Suggestions The OTTO AI Suggestion top-up option is located on the main billing dashboard. Follow these steps to reach it: 1. Log in to your Search Atlas account. 2. Click your Avatar in the top-right corner. 3. Select Billing. 4. Open Plans & Top-ups (Billing). 5. Locate the OTTO AI Suggestion top-up option among the Top Up/Add-on options on the billing dashboard. Why the Top-Up Option May Not Be Visible Several conditions can cause the OTTO AI Suggestion top-up option to be hidden or unavailable. Work through each check below before contacting support. - You are viewing the wrong section: Confirm you are on the billing dashboard by going to Avatar → Billing → Plans & Top-ups, and look for the Top Up button near the Total Quota balances. - No active OTTO session exists: The top-up option only appears when at least one OTTO session has been created for a connected website. If you have not yet activated OTTO for a site, create a session first and then return to check the credit quota area. - Insufficient account permissions: Depending on your account role, you may not have access to purchase additional credits. If you do not see the top-up option, ask your account owner or administrator to complete the purchase on your behalf. - Billing account issue: A lapsed subscription or failed payment can hide upgrade and top-up controls across the platform. Check your subscription status in the billing area of your account settings and resolve any outstanding payment issues before retrying. - Browser or cache issue: Cached data can occasionally suppress UI elements. Try a hard refresh of the page or clear your browser cache, then navigate back to the OTTO session to check again. If you have worked through all of the checks above and the top-up option is still not visible, please reach out to our support team via the chat icon in the bottom-right corner of the platform so we can investigate your account directly.

⚡ AI Generation Quota Reset Schedule and Policy

When Does the AI Generation Quota Reset? Your AI generation quota resets on a monthly basis, aligned to your billing cycle. The exact reset date is tied to the date your subscription originally started or renewed. For example, if your billing cycle begins on the 5th of the month, your AI generation quota will also reset on the 5th of each month. How to Check Your Remaining Quota To view your current AI generation usage and your next reset date, log in to your Search Atlas account and navigate to the top-right avatar (Account Menu) → Billing → Plans & Top-ups. Look for a usage or quota section, which displays your remaining credits and the upcoming reset date for the current billing period. If the information is not visible there, you can also check your billing or plan details page within the platform, as quota information is typically surfaced alongside your current plan tier and renewal date. What to Do If You Cannot Find Your Quota Details If you are unable to locate your quota status in the platform, please have the following ready before reaching out to our support team: - Your account email address - Your current plan or subscription tier - The specific information you need (e.g., reset date, remaining credits, or credit allocation per plan) Our team can look up your account details and provide accurate, up-to-date quota information. What Happens When You Run Out of Credits? If you reach your monthly AI generation limit before your quota resets, AI-powered features may become unavailable or restricted until the next reset date. If you believe your quota was exhausted earlier than expected, please escalate to our support team with your account email and a description of which actions you performed, so the team can investigate your usage history. 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.

💳 Check Your Account Credits and Quota Balance

📋 Overview Search Atlas uses a credit-based system to power features like the AI Agent, content tools, and other platform services. Keeping an eye on your credit balance helps you plan usage and avoid interruptions. This article explains what to look for when checking your credits or quota balance and what to do if something looks off. 🔍 Checking Your Credit and Quota Balance Your credit balance and quota information are available within your Search Atlas account. To locate this information, log in to your account and go to Avatar (top-right) → Billing → Plans & Top-ups where your usage details are summarized. When reviewing your credit information, look for the following details: - Total credits included in your plan - Credits used during the current billing cycle - Credits remaining - The date your credits will reset 💡 Tips for Managing Your Credits - Check your balance regularly — especially before running large-scale tasks like bulk content creation or AI Agent workflows. - Plan high-usage tasks in advance — if you know a campaign will require significant credits, review your balance beforehand to avoid mid-task interruptions. - Monitor your reset date — knowing when your credits reset helps you plan your usage accordingly. 🛠️ What to Do If Something Looks Off Credits appear lower than expected: If your balance does not match what you expect based on your plan or recent usage, note your current balance, the date and time you are viewing it, and any recent tasks you have run. Our support team can investigate with these details. Service stopped mid-task: If a tool stops unexpectedly, check whether your remaining credits are depleted. If you still have credits but the issue persists, note the task you were running, the time it occurred, and any error messages displayed so you can share these details when contacting support. 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.

🖼️ OTTO Pending Tasks Caused by Missing Image Alt Text

When OTTO cannot access an image on your site, it cannot generate alt text — so that task stays permanently in pending status. You can resolve it manually, approve an AI-generated fix, or use Atlas Brain AI to write the alt text yourself. 🔍 Why OTTO Image Alt Text Tasks Stay in Pending Status OTTO scans your site and attempts to generate alt text automatically for every image it finds. If an image is missing — broken link, deleted file, or a URL OTTO cannot reach — there is no content to analyze. The task has nothing to act on, so it stays stuck in Pending indefinitely. This affects both the OTTO task queue and any manual deployment attempts for those specific tasks. Before writing alt text, check whether the image itself can be restored. If the file was deleted or the URL is broken, adding alt text will move the task out of pending, but your page will still be missing the image. Whenever feasible, fix the source first — re-upload the file or update the image URL — and then let OTTO re-scan. Writing alt text for a permanently missing image is a fallback, not a true fix for the page. ✅ How to Resolve Pending Image Alt Text Tasks You have three options. Choose the one that fits your workflow. Option 1: Enter alt text manually 1. Go to OTTO SEO → Overview (OTTO Grader) and open the Pending Optimizations panel. 2. Click the image alt text task you want to fix. 3. Type the alt text directly into the field provided. 4. Click Deploy to apply the change. The task moves out of pending as soon as the fix is deployed. Once deployed, the task is resolved and will not be re-flagged on the next crawl for that same image URL — unless OTTO detects a new change to the image or the alt text is removed. If the underlying image is still missing, OTTO may surface a related issue on a future scan, which is another reason to fix the image source when possible. Option 2: Approve an AI-generated fix 1. In the pending task, click the AI Fix button in the top-right corner of the task detail panel to have OTTO suggest alt text. 2. Review the generated suggestion carefully. 3. Click Approve to deploy it. OTTO will not deploy any AI-generated fix without your explicit approval — always review the suggestion before you approve. ⚠️ Check your approval settings and task history. Before approving fixes in bulk, open your OTTO settings to confirm that AI-generated changes require manual approval, and review your recent task history to make sure no AI alt text was deployed without your review. This is especially important if multiple teammates have access to the dashboard or if you are processing a large batch of pending tasks at once. Option 3: Prompt Atlas Brain AI 1. Open Atlas Brain AI from within the task panel by clicking the Atlas Brain icon. 2. Describe the image — subject, context, and any keywords you want included — and ask Atlas Brain AI to suggest alt text. 3. Copy the suggested alt text from the Atlas Brain response. 4. Paste it into the task's alt text field and click Deploy to apply the change. Atlas Brain AI is especially useful when you want more descriptive or SEO-optimized alt text than the auto-generated option provides. 🛠️ If Manual Deployment Is Not Working If clicking Deploy on a pending alt text task does nothing, check the following: - Confirm the image file is live and accessible at its URL before you attempt to deploy. - Refresh the OTTO SEO → All Sites (OTTO SEO Projects) page and try deploying the task again. - If the problem continues, contact Search Atlas support and include a screen recording of the failed deploy — this helps the team pinpoint the issue quickly. 📞 Still Stuck? Contact Support If none of the three resolution options work — for example, manual entry deploys but the task returns to pending, or Deploy consistently does nothing — this may indicate a deeper deployment issue that requires engineering review. Contact Search Atlas support with the following: - The specific task ID or URL of the affected image. - A screen recording or screenshots showing the steps you took and the failure. - A note that manual deployment is also not working, so support can escalate directly rather than asking you to retry the standard fixes. 🎯 You now know why OTTO image alt text tasks stay in pending status and have three ways to resolve them: manual entry, AI-generated fixes with approval, or Atlas Brain AI. If manual deployment is still failing after these steps, reach out to Search Atlas support with a screen recording for a faster diagnosis.

📅 Monthly Credit Reset Policy and Billing Explained

🗓️ When Do Credits Reset? Your Search Atlas credits reset once per month, aligned to your billing cycle date — not the calendar month. This means your credits renew on the same day each month that you originally subscribed. Example: If you subscribed on the 14th of the month, your credits reset on the 14th of every subsequent month, regardless of how many credits you used or had remaining. ⚠️ Do Unused Credits Carry Over? No. Unused credits do not carry over to the next billing cycle. Any credits remaining at the end of your cycle expire when the new cycle begins. This is standard practice across all Search Atlas subscription plans. 💳 Understanding Your Subscription Charge Your base subscription fee covers your monthly plan and the credit allocation included with that plan. This charge is fixed and billed automatically on your renewal date each month. ❓ Why Was I Charged an Extra Amount? An additional charge on top of your base subscription is not random. It typically appears for one of the following reasons: - Add-on purchase: A feature, tool, or credit pack was added to your account during the billing period. - Credit top-up: You or someone on your team purchased additional credits after the monthly allocation was exhausted. - Plan upgrade proration: If you upgraded your plan mid-cycle, you may be charged the prorated difference for the remainder of that cycle. The exact reason for any additional charge is documented on your invoice. You can review your billing history directly by clicking your avatar in the top-right (Account Menu) and selecting Billing to see a breakdown of charges applied during each period. 🔍 How to Review Your Invoice and Billing History To review your charges, log in to your Search Atlas account and navigate to the top-right avatar (Account Menu) → Billing. Your billing history lists all invoices, and each invoice includes a description of what was charged and the date it was applied. If a charge description is unclear, our support team can explain it in detail. 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.

🚀 Universal Credits: Shared Flexible Usage Balance

Universal Credits are now live in Search Atlas, replacing separate tool quotas with one shared, flexible usage balance for eligible actions across the platform. This change simplifies credit management by providing a single pool with transparent pricing shown before every action. ✨ What's New Universal Credits introduce a unified credit system with the following benefits: - One shared balance across eligible Search Atlas features - Clear credit pricing displayed directly in the app before actions are taken - Full Universal Credit Usage view via Top-right corner (avatar) → Billing (Billing) - Monthly plan credits that refill each billing cycle - Purchased top-up credits that roll over month to month Currently available to new sign-ups only. 🛠️ How to Use It Credits draw from two buckets in priority order: 1. Monthly plan credits: Included with subscription, refill each billing cycle, do not roll over 2. Purchased credits: Added through top-ups, roll over month to month, used only after monthly credits are exhausted Before running an action, Search Atlas shows the projected credit cost. Flat-cost actions display a fixed amount, while variable-cost actions (heatmap pins, tracked keywords by device/refresh interval, multi-credit AI generations) show the calculated total before confirmation. 📋 What to Expect Not all limits are changing. Structural limits like project counts remain plan-based. You can distinguish between the two at a glance: - Universal Credit actions show a credit cost tag (🪙) - Plan limits show the familiar used/total counter (📏) Managing credits: Check balance and usage from the header quota popover or Top-right corner (avatar) → Billing → Activity Log tab. Admins can top up via Billing, the header popover, or when blocked actions require more credits. Top-ups are one-time Stripe purchases. When credits run out: Actions are blocked before execution with a message showing how many credits are needed. Monthly credits refill automatically on the next billing cycle reset, or an admin can top up immediately. 🔜 Coming Soon Not yet available to existing accounts. 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.

🎯 Fix Hyperdrive Credit Balance and VIP Access Issues

What This Article Covers This article explains two common account questions: how to access your VIP video sessions, and why your Hyperdrive credit balance on the dashboard may not match the number of credits you expect. Accessing Your VIP Video Sessions VIP video sessions are linked to your account. If you are having trouble locating or accessing them, follow these steps: 1. Check the inbox of the email address associated with your Search Atlas account for any message containing your video access details or a redemption link. This email is typically sent at the time of purchase or plan activation. 2. If you cannot find the email, check your spam or promotions folder. 3. If you find a redemption link or access URL in your email, click it directly to activate or join your VIP session. Do not share this link, as it is tied to your account. 4. If your VIP sessions do not appear and you have a confirmation of purchase, your sessions may not yet be applied to your account. Have your order confirmation or receipt ready, then contact support so a teammate can apply your access manually. Understanding Hyperdrive Credit Balance Discrepancies If the Hyperdrive credit count shown on your dashboard does not match what you expect, this may be related to a recent purchase, plan change, or promo code redemption that has not yet fully reflected on your account. To troubleshoot on your own, try the following steps: 1. Refresh your dashboard or log out and log back in to ensure you are seeing the most up-to-date credit balance. 2. Confirm that your most recent purchase, plan change, or promo code redemption is shown as active on your account. 3. If your credit balance still does not look correct after refreshing, note the exact credit amount displayed and when you made your purchase or redeemed your code, so a support teammate can investigate efficiently. If the discrepancy remains after these steps, a support teammate can review your account history and credit records. When reaching out, please have the following ready: your account email, the exact credit amount shown, the expected credit amount, and any order confirmation or promo code details related to the transaction. 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.

🔄 Annual Plan Monthly Quota Resets Explained

Overview If you are on an annual plan and believe your monthly quotas did not reset correctly, this article explains what to do so our team can investigate and make things right. How Monthly Quota Resets Work on Annual Plans Annual plans include monthly quota resets that occur on a recurring cycle tied to your plan. If your quotas do not appear to have reset as expected, this is something our support team can look into and correct on your account where appropriate. What to Do If Your Quotas Seem Incorrect If you believe one or more monthly quota resets did not occur correctly on your annual plan, please take the following steps: 1. Check your current usage and quota totals inside your account to confirm what is currently showing versus what you expected after a reset. 2. Note the specific month or months where you believe a reset was missed, along with your plan name and approximate renewal or cycle date. 3. Compare your expected monthly quota amount (as stated in your plan) to what is currently available — if the numbers do not match, this confirms a reset may have been skipped. 4. Gather any confirmation emails or plan documents that state your monthly quota entitlement so our team can cross-reference them against your account history. 5. Contact our support team with this information so we can investigate your account's reset history and, where appropriate, apply compensation for any missed quota cycles. If You Believe Credits Were Genuinely Missing Our team can review your account and issue a remedy for any quota resets that did not occur as expected on your annual plan. To get help, start a chat using the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team — please include the affected month(s) and your expected quota amount so we can resolve this as quickly as possible.

💳 Missing Hyperdrive Credits Not Applied to Account

🔍 Overview If you purchased Hyperdrive Credits (HDC) but they are not showing in your account balance, you are not alone. A known billing issue caused purchased credits to be written incorrectly, resulting in them disappearing — especially around subscription renewal dates or following a platform migration. This article explains what happened, how to check your balance, and how to get your credits restored quickly. ⚙️ What Caused the Missing Credits Our engineering team identified and resolved two related bugs that affected Hyperdrive Credit balances: - Incorrect storage key: Purchased HDC were being saved to a monthly (resetting) key instead of a permanent one, causing credits to vanish when your subscription renewed. - Migration gap: A platform billing migration did not successfully carry over all existing customer credit quotas, leaving some accounts with incomplete balances. Both issues have been fixed. However, if your account was affected before the fix was deployed, your credits may still need to be manually restored. 📊 How to Check Your Current Hyperdrive Credit Balance 1. Log in to your Search Atlas account. 2. Click your profile icon or account name in the top-right corner. 3. Navigate to Billing or Credits within your account settings. 4. Review the displayed Hyperdrive Credit balance and compare it against your purchase receipts. If the balance does not reflect your purchases, proceed to the next section. 🧾 What to Have Ready Before Contacting Support To speed up the restoration process, gather the following information before reaching out: - Receipt numbers for each Hyperdrive Credit purchase (for example, #1731-6172 and #1416-8681) - Purchase amounts and dates for each transaction - The email address associated with your Search Atlas account - Any Stripe invoice emails or payment confirmations you received Having these details ready allows our team to locate your transactions in the billing system and apply your credits without delay. 🛠️ Steps to Get Your Credits Restored 1. Confirm the missing credits are not visible anywhere in your account dashboard or billing page. 2. Collect your receipt numbers and purchase details (see section above). 3. Open the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 4. Share your receipt numbers, purchase amounts, and account email. Our team will verify the transactions against Stripe invoice history and manually restore any missing credits to your account. 🚀 What Happens After You Contact Support Once our team verifies your purchase records, they will manually apply the correct Hyperdrive Credit balance to your account. You should see the updated balance reflected immediately after the restoration is complete. If your account was affected by the migration issue or the subscription renewal bug, no action is needed on your end beyond providing your receipt details. 💡 Tips to Avoid Issues in the Future - Always save your purchase confirmation emails and note your receipt numbers. - After any Hyperdrive Credit purchase, check your account balance within 24 hours to confirm the credits have been applied. - If a balance discrepancy appears around your subscription renewal date, contact support promptly — the sooner you report it, the faster it can be resolved. 🆘 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.

Keyword Rank Tracker Quota & Reset Explained

Overview The Keyword Rank Tracker (KRT) assigns each tracked keyword a slot against your plan's quota. If you are experiencing unexpected quota behaviour — such as quota not dropping after deletions, or tracking being blocked sooner than expected — our team will need to investigate your account's backend state directly. Common Quota Scenarios Customers contacting support about KRT quota typically report one or more of the following: - Quota usage not decreasing after deleting keywords. - Uncertainty about when quota resets relative to their billing cycle. - New keywords being blocked from tracking despite believing slots are available. Because quota counters and keyword tracking states are managed at the backend level, the exact cause of any discrepancy can only be confirmed by the support team reviewing your account. What to Have Ready When Escalating To help the team resolve your quota issue as quickly as possible, please have the following information ready: - Your project name(s) where the quota issue is occurring. - The approximate number of keywords you deleted or added, and when. - A screenshot or description of the quota figure currently shown in your account. - Any error messages displayed when attempting to add or track new keywords. 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.

🎟️ Platinum Summit Promotional Credits Expired Early

🔍 Overview If you purchased a Platinum Summit promotional package, your credits should have remained active through August 31. However, a known issue caused some accounts to lose access to these credits prematurely — in some cases as early as August 23 — leaving accounts with only a small number of remaining credits and limited platform access. This article explains what happened, what it means for your account, and how to get your credits fully restored. ⚠️ What Caused This Issue The early expiration was triggered by a conflict between the Platinum Summit promotional billing flow and existing trial or subscription states on certain accounts. Specifically: - For accounts that were already on a free trial at the time of the Platinum Summit purchase, the system did not correctly extend the trial period — it remained at the original 7-day window instead of honoring the promotional end date of August 31. - In some cases, a previously applied promotional code was not properly replaced when the Platinum Summit offer was applied at checkout, causing a billing conflict that cut the credit period short. - Accounts on an annual plan that attempted to purchase the same annual-tier Summit special offer encountered a separate conflict that could also result in incorrect credit expiration. These issues have been identified and resolved in our system. Affected accounts are eligible to have their credits fully reinstated. ✅ How to Check Your Credit Status To confirm whether your Platinum Summit credits are active and correctly applied, follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Review your current plan and credit balance on the Billing page. 4. If your credits show as expired, depleted, or your access is restricted, proceed to the next section to contact support. 🛠️ How to Get Your Credits Restored If your Platinum Summit credits expired before August 31 and your account access is limited, our support team can manually reinstate your full credit allocation. This is a straightforward correction that our team can apply directly to your account. To get this resolved quickly, please have the following information ready before contacting support: - The email address associated with your Search Atlas account. - The approximate date your credits stopped working or your access became restricted. - Any error messages or screenshots showing your current credit balance or account status. 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. 📋 Frequently Asked Questions Will I lose any features or data because of the early expiration? No. Your account data, projects, and settings are fully preserved. The early expiration only affected your access to credits — nothing was deleted. Do I need to repurchase the Platinum Summit package? No. If you were affected by this issue, our team will restore your credits without requiring any additional purchase. My credits expired on August 23 — can they still be restored? Yes. Our team can reinstate credits retroactively for the days you lost access, or extend your credit window to compensate for the downtime. How long will the credit restoration take? In most cases, our support team can restore your credits during the same chat session. Complex billing conflicts may require a short additional review period.

⚡ Hyperdrive Credits Not Showing After Purchase

🔍 Overview If you've purchased Hyperdrive Credits (HDC) and they haven't appeared in your account balance, you're not alone. This issue can occur for a variety of reasons, and our team can investigate and restore any missing credits. This article explains what to have ready so we can resolve it as quickly as possible. ⚠️ Why Credits May Not Appear There are several possible reasons your purchased Hyperdrive Credits might not reflect in your account after payment: - Payment processing delay: In rare cases, there can be a short delay between a successful payment and the credit being applied to your account. - Billing or account configuration issue: Certain account or billing configurations may cause credits to be misapplied or not credited correctly after purchase. - Account changes after purchase: Changes to your account status after a purchase was made may affect whether credits are reflected in your balance. 🧾 Before Contacting Support — Gather These Details To help our team locate and restore your credits as quickly as possible, please have the following information ready: - Your receipt number(s) for the Hyperdrive Credits purchase(s) - The date(s) of purchase - The total amount charged - The email address associated with your Search Atlas account - A screenshot of your current Hyperdrive Credits balance (if accessible) 🛠️ What Our Team Will Do Once you reach out, our support team will: - Review your purchase receipts against our billing records - Audit your credit history to identify any credits that were lost or misapplied - Manually restore any missing Hyperdrive Credits to your account - Confirm the corrected balance with you once the restore is complete 💬 Get Help Now If your Hyperdrive Credits are still missing after reviewing the above, please reach out to our support team right away so we can restore your credits without further delay. 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.

🔄 Unlimited OTTO Quota Not Applied After Promotion

🔍 What Is This Issue? Some customers on the Platinum Summit plan with an active unlimited OTTO promotion find that the platform still enforces a hard project cap — preventing new OTTO projects from being created. This happens because of a sync issue between the billing system and the project creation gate. Your quota is correctly recorded in billing, but it has not been applied to the part of the system that controls project limits. ⚠️ How to Recognise This Problem - Your billing page shows an active unlimited OTTO promotion. - You receive an error such as "out of quota" when trying to create a new OTTO project. - You are blocked at a hard project cap (for example, 3 projects) even though your plan should allow more. - The OTTO SEO section of the platform reflects a limit rather than an unlimited quota. 🛠️ What You Should Do Because this issue is caused by a backend sync problem, there are no settings you can change yourself to fix it. You will need our team to trigger a manual quota refresh on your account. Follow the steps below to get this resolved as quickly as possible. 1. Confirm your promotion is active. Before contacting support, check that your unlimited OTTO promotion is shown as active in your billing details. This helps our team verify your entitlement immediately. 2. Note the exact error. If you see an on-screen error message when trying to create a new OTTO project in Left sidebar → OTTO SEO → All Sites (SEO Automation), make a note of it or take a screenshot. This speeds up diagnosis. 3. Contact our team via live chat. 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. Share your account details and let them know you are seeing a quota cap despite having an active unlimited promotion. 4. Request a backend quota refresh. Ask the agent to escalate a quota refresh for your account. Our specialized team can push a backend update that syncs your billing entitlement with the project creation gate. 5. Confirm the fix. Once the refresh is applied, return to Left sidebar → OTTO SEO → All Sites (SEO Automation) and attempt to create a new OTTO project. The block should be removed and your unlimited quota reflected correctly. 📋 What to Expect - The quota refresh is performed by a specialized backend team and typically resolves the issue in a short turnaround after escalation. - You do not need to make any changes to your plan or repurchase your promotion. - Once resolved, your unlimited OTTO project creation should work immediately without any further action on your part. 💡 Why Does This Happen? Promotional quota upgrades — such as the unlimited OTTO entitlement on Platinum Summit plans — are applied at the billing level. In some cases, a sync delay means the project creation system does not receive the updated limit from billing. This is a known platform issue that our engineering team continues to address. It does not affect your billing status or the validity of your promotion. 🆘 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.

🦷 OTTO AI Content Missing After Deployment — Fix It

🔍 What This Article Covers If OTTO AI-generated content on your deployed pages — including dental practice pages — is suddenly showing a Missing status, this is not a rendering error, a caching issue, or a tracking script problem. The root cause is tied to how OTTO AI manages quota consumption and how content is stored after generation. This article explains what happened, why quota was consumed, and what steps to take next. ⚙️ How OTTO AI Content Generation Works Understanding the generation lifecycle helps clarify why content can go missing: - Each time OTTO AI generates content for a page, it draws from your account's content generation quota. This quota is consumed at the moment of generation, not at the moment of deployment. - Generated content is stored temporarily in your OTTO AI workspace. If that content is deleted — either manually, through a workspace reset, or as a result of a plan change — the deployed pages lose their reference to the stored content and display a Missing status. - Re-generating content for the same pages counts as a new quota draw. The original quota used for the first generation is not refunded, even if the content no longer exists. - Deploying content to a page does not create an independent backup of that content outside of the OTTO AI workspace. The deployed page remains linked to the stored generation record. 🚨 Common Reasons Content Shows as Missing - Content was manually deleted from the OTTO AI workspace after deployment. - A workspace or project was reset, clearing all previously generated records. - A subscription plan change or downgrade caused stored generations beyond the new plan's retention limit to be removed. - Bulk actions were applied in the OTTO SEO V3 section that removed previously generated page content. - Session or account changes caused a mismatch between the deployed page's content reference and the stored record. 🧭 How to Confirm the Root Cause 1. Go to Left sidebar → OTTO SEO and open SEO Automation (URL: /seo-automation-v3). 2. Locate the affected pages in your OTTO AI project. Filter by Missing status if the option is available. 3. Check whether a generation record exists for each affected page. If the record is absent, the content has been deleted from the workspace — this confirms data loss, not a display or script error. 4. Review your account's quota usage history within the OTTO SEO V3 section to confirm that generation quota was consumed during the original run. 5. Check if any workspace resets, bulk deletions, or plan changes occurred around the time the Missing status appeared. 📋 What to Do When Content Is Missing Once you confirm the content records are gone, follow these steps: 1. Navigate to Left sidebar → OTTO SEO and open SEO Automation, then open the affected OTTO AI project. 2. Select the pages showing Missing status. 3. Use the Regenerate option to create new content for those pages. Be aware that this will consume additional quota from your current balance. 4. Before regenerating, verify your available quota is sufficient to cover all affected pages. Prioritise your highest-traffic or highest-value pages first if quota is limited. 5. After regeneration, redeploy the content to the affected pages and confirm the status updates from Missing to Deployed. 💡 How to Prevent This in the Future - Do not delete generation records for pages that are actively deployed. Deleting a record removes the content reference from the live page. - Before performing a workspace reset or bulk deletion, export or document any content you want to preserve. - If you are considering a plan change, review how it may affect stored generation retention limits before confirming the change. - Treat generated content records as live dependencies for your deployed pages — not as draft files that can be safely discarded after publishing. ❓ Quota and Refund Questions Quota consumed for a successful generation is generally not automatically refunded just because the content was later deleted, since the generation itself completed successfully at the time. That said, quota-related billing questions — including cases where you believe quota was consumed due to a platform error, such as a generation that failed or produced no output — are reviewed on a case-by-case basis. Contact the support team with the details of your case so it can be investigated. 🙋 Need More 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.

⚡ OTTO Project Quota and Freeze Reset Explained

Overview Your OTTO project quota tracks how many active OTTO projects you can run under your current subscription plan. Occasionally, customers notice their quota appears to exceed the plan limit — for example, showing 2/1 — even when all projects are frozen or no projects appear active. This article explains why that happens and what to expect. Why Your Quota May Show Over-Limit When you freeze an OTTO project, it does not immediately release its slot in your quota. Search Atlas applies a 14-day holding period before that slot is freed and returned to your available quota. This means: - A recently frozen project may continue to count against your quota for up to 14 days after freezing. - If your subscription renews during that 14-day window, the frozen project's slot may not be automatically released on renewal day. - Your quota display may show more used slots than your plan allows until the 14-day holding period fully elapses for each frozen project. How the Freeze Reset Period Works The freeze reset period is a 14-day built-in buffer before a frozen project's quota slot is reclaimed. Once the 14 days have elapsed, the slot is released and your available quota updates automatically — you do not need to take any action. Why Subscription Renewal Does Not Immediately Fix the Display Renewing your subscription resets your billing cycle and restores any plan-level entitlements, but it does not bypass or shorten the 14-day freeze reset period for existing frozen projects. The two processes operate independently: - Subscription renewal — restores your plan quota limit (e.g., 1 active project allowed). - Freeze reset period — separately counts down 14 days from the moment each project was frozen. As a result, if you froze a project shortly before your renewal date, your quota counter will still reflect that frozen slot until its own 14-day countdown completes, even though your plan has renewed. What To Do If Your Quota Appears Over-Limit In most cases, no action is needed — the quota will correct itself automatically once each frozen project's 14-day holding period elapses. If the over-limit display persists beyond 14 days, or if you are unsure about the status of a specific project, please reach out to our support team with your project name and the date you froze it so we can investigate further. 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.

Fix Incorrect AI Quota and OTTO Site Allocations

Overview Some Pro plan customers have reported that their account displays no AI quota (showing zero used and zero recurring) and an incorrect number of OTTO sites — even when their billing confirms they are on the correct plan with the expected allocations. LLM visibility data may also appear inaccurate. This is a known issue that requires manual review and correction by the Search Atlas support team. What Causes This? This issue occurs when quota allocations and OTTO site counts do not sync correctly with your billing plan. It is not caused by anything you have done, and it does not affect your underlying subscription. Resolving it requires the support team to investigate and correct the affected account directly. Steps to Resolve 1. Contact the Search Atlas support team. Because this issue requires manual review and correction on the backend, please reach out to support as soon as you notice incorrect AI quota or OTTO site counts. Provide your account email address and your current billing plan details so the team can locate and correct your account. 2. The support team will investigate and apply the correction. A support agent will manually review your quota allocations and OTTO site counts and correct them to reflect your Pro plan entitlements. 3. Once the correction has been applied, log back in to your Search Atlas account and confirm that your OTTO site count and AI quota now reflect your Pro plan entitlements. What Your Pro Plan Should Include Your Pro plan entitles you to a specific number of OTTO sites and a recurring AI quota allocation each billing period. If either of these values appears as zero, blank, or lower than expected, this indicates the allocations have not synced correctly and require manual correction by the support team. Tips to Prevent Disruption If you notice incorrect quota or OTTO site values, do not attempt to make changes to your sites or quota settings while the values appear incorrect, as this may complicate the backend investigation. Contact support promptly so the issue can be resolved with minimal disruption to your workflow. If you are still experiencing issues after the correction has been applied, please reach out to our support team and we will be happy to help.

🔍 Missing Onboarding Hyperdrive Credits Restored to Account

🔍 Overview When you complete your onboarding profile in Search Atlas, you earn a one-time grant of Hyperdrive Credits (HDC). Some customers have reported that these credits disappeared from their account — showing only their monthly recurring balance — even though the credits were never spent. This article explains why this happens and how to get your credits restored. ⚠️ Why This Happens Hyperdrive Credits earned through onboarding are issued as a separate, one-time balance on top of your regular monthly credits. In some cases, a backend discrepancy can cause this one-time grant to stop appearing in your billing view, even though you legitimately earned them and never used them. This is a known account-level issue that requires a manual credit restoration by the Search Atlas team. ✅ How to Confirm the Issue 1. Navigate to your account's billing section within the platform. 2. Review your credit history or balance summary. If you completed onboarding profile setup but your one-time HDC grant no longer appears — and you have no record of spending those credits — your account may be affected. 3. Check your current credit balance to confirm that only your recurring monthly credits are showing, with no sign of the onboarding grant. 🛠️ How to Get Your Credits Restored Because this issue requires a backend credit audit and manual restoration by our team, follow the steps below to initiate a resolution and get your credits added back to your account as quickly as possible: 1. Gather your account details: have your account email address ready, and confirm that you completed the onboarding profile setup. 2. If you have any screenshots of your current credit balance showing the missing onboarding grant, save these — they will help our team verify your case faster. 3. Contact our support team directly through the Search Atlas platform. In your message, state that your onboarding Hyperdrive Credits are missing, include your account email address, and attach any screenshots you have collected. 4. Our support agent will review your account, confirm the missing one-time HDC grant, and apply a manual credit restoration directly to your balance. You will receive a confirmation once the credits have been added. 5. After the restoration is confirmed, return to your billing section and refresh the page to verify that your onboarding credits now appear alongside your recurring monthly balance. 📋 What to Have Ready Before You Reach Out To help our team resolve your case as quickly as possible, have the following information on hand before contacting support: - The email address associated with your Search Atlas account. - Confirmation that you completed the onboarding profile setup. - Any screenshots from your billing area showing that the onboarding credits are missing. Please note: This issue cannot be resolved through self-service and requires manual intervention by the Search Atlas support team. Once you reach out with the details above, an agent will audit your account and restore your onboarding HDC grant directly. If you have not heard back within one business day, please follow up with your original message so your case can be escalated promptly. If you have questions about your credits or account at any time, our team is here to help — contact us via the Search Atlas support channel and we will be happy to assist.

💡 AI Generation Quota Credits Missing After Payment

🔍 Overview Some customers on paid plans have found their AI generation quota showing zero credits even though their subscription includes a credit allowance. This is a known account configuration issue that requires manual correction by the Search Atlas team. This article explains what to check and how to get your credits restored quickly. ⚙️ What Causes This Issue In some cases, AI generation quota credits are not automatically applied to an account after a payment is processed or a plan is activated. This is an account-level provisioning issue — it does not mean your payment failed or that your plan is incorrect. Your credits are simply not reflected in your account balance yet. ✅ What to Check First 1. Confirm your subscription is active by navigating to your account's Billing section and verifying that your current plan is shown as active. 2. Review your billing history in your account to confirm your most recent payment was successfully processed. 3. Try logging out of your Search Atlas account completely and logging back in. In some cases, a fresh session causes the platform to re-sync your account entitlements and your correct quota balance will appear after you sign back in. 4. If you have recently upgraded your plan, wait a few minutes and then refresh the page — provisioning can occasionally take a short time to propagate. 5. If your plan is active, payment is confirmed, you have logged out and back in, and your AI generation quota still shows zero, contact support as described below so a team member can update the quota manually on your behalf. 🛠️ How the Issue Is Resolved When this issue is reported, the Search Atlas specialized team manually corrects the account by updating the AI generation quota balance to match the allowance included in your plan. Once corrected, your credits will be immediately available and you can begin generating content normally across the platform's AI generation features. 📋 What to Include When You Contact Support To help the team resolve this as quickly as possible, have the following ready before reaching out: - The email address associated with your Search Atlas account - Your current plan name (visible in your account's Billing section) - A brief description of the issue, for example: "My AI generation quota shows 0 credits but my plan should include [X] credits." - Confirmation that your payment has been processed (invoice number if available) 💬 Contact Support Because this issue requires a manual quota correction by the Search Atlas team, it cannot be resolved through account settings alone. If the self-service steps above did not restore your credits, please reach out to our support team through the chat option available in the platform. Please share your account email, plan name, and confirmation that your payment was processed — our team will apply the correct quota to your account immediately so you can get back to generating content without delay.

🔧 OTTO AI Suggestions Quota Showing Zero Fix

What This Issue Looks Like In some cases, your OTTO AI Suggestions quota may display as 0 — even when your plan includes a higher allowance or you have been granted additional limits. When this happens, OTTO is unable to generate recommendations, effectively blocking your workflow until the quota is corrected. This is a known platform issue that has been resolved at the engineering level. However, if your account is still affected, the fix must be applied manually by our team on the backend. Why This Happens This quota display error can occur due to how AI suggestion limits are tracked and enforced at the account level. In confirmed cases, the quota counter became out of sync with the actual allowance tied to the account — showing 0 even when usage was low or limits had been increased. Engineering has addressed the underlying causes, but individual accounts may still need a backend correction applied. Steps to Take Right Now 1. Verify your quota is genuinely stuck at 0. Navigate to the OTTO section of your platform and check your current OTTO AI Suggestions usage. If the quota reads 0 and you believe your plan or granted limits should allow more, the account is likely affected by this issue. 2. Confirm your plan or limit grant is active. If you were given a temporary limit increase (for example, as part of a Summit promotion or a manual entitlement), make note of the dates and the expected allowance. This information will help our team resolve the issue faster. 3. Try a hard refresh or log out and back in. Before contacting support, clear your browser cache, perform a hard refresh (Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac), or log out of Search Atlas and log back in. In some cases this causes the quota display to re-sync. If your quota still shows 0 after logging back in, proceed to the next step. 4. Check if your OTTO AI Suggestions usage was recently reset or if a new billing cycle has started. Sometimes quotas re-sync automatically at the start of a new billing period. Log out and back into your account after your billing cycle resets to confirm whether the quota has updated. If it remains at 0 after a new cycle begins, this confirms a backend correction is needed. 5. Request a manual quota reset directly in chat — our team can apply the backend fix right away. Because the fix requires a backend adjustment, there is no further self-serve action inside the platform that will correct this. However, our support team can apply the quota reset for you quickly: open the chat in the bottom-right corner of Search Atlas, type a message such as "My OTTO AI Suggestions quota is stuck at 0 — can you reset it?", and an agent will locate your account and push the correction on the backend. When you reach out, share the following details so our team can escalate and resolve your case as quickly as possible: - Your account email or workspace name - The quota value currently displayed (0) - The allowance you expect based on your plan or grant (for example, the number of AI Suggestions included or promised) - The approximate date the quota stopped working or first appeared as 0 - Any relevant promotion, grant, or billing event you believe is connected (for example, a Summit promo code or a recent plan upgrade) What Happens After You Contact Us Once our team receives your message, they will verify your account entitlements and apply a backend quota reset. In confirmed cases, this fix is applied the same day and your OTTO AI Suggestions quota is immediately updated to reflect your correct allowance — no further action is needed on your end. After the reset you can return to OTTO and begin generating recommendations right away. If you have not heard back within one business day or your quota is still showing 0 after the reset was confirmed, reply to the same chat thread and reference your original conversation so the team can re-escalate. You can reach us anytime via the chat icon in the bottom-right corner of Search Atlas.

Summit Unlimited Credit Expired Early: What To Do

🔍 Overview Some customers on the Summit or Platinum plan have noticed that their unlimited credit promo deactivated earlier than the date shown in their portal. This is a known discrepancy — the credit can expire before the end date displayed in your account. This article explains what this means and how to get it corrected. ⚠️ What Causes This? The early deactivation is not expected behaviour. In confirmed cases, our team has verified that the unlimited credit was removed before the correct expiry date. The mismatch occurs between when the promo code is set to deactivate on the backend and what the portal displays as the end date. This is not caused by anything you did on your account. ✅ What Our Team Does To Fix It Once this issue is confirmed, our support team takes the following steps: 1. An agent verifies that the unlimited credit was deactivated earlier than the displayed end date. 2. A replacement coupon is created specifically for your account to restore the unlimited credit. 3. The coupon is reapplied to your account on the backend to cover the missing time. You do not need to do anything on your end to trigger the fix — once you report the issue, our team handles the coupon reapplication directly on the backend. 🛠️ How To Check Your Promo Code Status After our team confirms the correction has been made, you can verify the coupon is active by checking your account in the platform. If you are unsure whether the correction has been applied, our support team can confirm directly in the conversation that the code has been reapplied and is active on your account. 📋 What To Prepare Before Contacting Support To help our team resolve this as quickly as possible, have the following ready when you reach out: - Your account email address - The date and approximate time the unlimited credit stopped working - The end date shown in your portal or confirmation email - Any screenshots of your portal showing the expected expiry date 💡 Important Notes - The replacement coupon is tied to your specific account — it is not a general-use code. - This issue does not affect your underlying subscription plan — only the unlimited credit promo period. - If the credit deactivates again before the corrected end date, contact our support team immediately so the issue can be investigated and resolved. If you are experiencing this issue, please reach out to our support team and we will get it sorted for you as quickly as possible.

🔄 LLM Visibility & URL Indexer Credits Not Resetting

🔍 Overview Each billing cycle, your LLM Visibility credits and URL Indexer credits should reset automatically. In some cases, a known platform issue can prevent this reset from firing correctly, leaving your quota stuck at its previous allocation cap even after your billing date passes. This article explains what to check and how to get it resolved quickly. ⚠️ Is This a Known Issue? Yes. Our engineering team has investigated and resolved several related bugs affecting monthly credit resets for LLM Visibility and URL Indexer features. These fixes are now deployed. However, if your credits were already stuck before the fix was applied, your quota may need to be manually reset by our support team. ✅ How to Confirm Your Credits Have Not Reset 1. In the platform, navigate to the URL Indexer section and review your current credit status. 2. Navigate to the LLM Visibility (QUEST AI Visibility) section and review your current quota. 3. Check whether your available credits reflect your full monthly allocation or appear stuck at a consumed or near-zero level despite a new billing cycle having started. 4. Confirm your billing date has passed by checking your account billing details. 🛠️ What You Should Do Because this issue requires a manual quota reset on the backend, it cannot be resolved through the platform interface alone. To get your credits restored as quickly as possible, contact our support team through the chat option available in the platform. Our team will apply the manual reset directly to your account — no further action is required from your side once you have reached out. When you contact us, please include the following information so the team can action your reset immediately without needing to follow up: - Your account email address - The specific credits affected (LLM Visibility, URL Indexer, or both) - Your billing date or the date you expected the reset to occur - A brief description of what you are seeing in your quota (e.g. fully consumed with no active usage) Once our team has the above details, they will apply the quota reset to your account and confirm when it is done. Resets are applied directly on the backend and take effect immediately — you do not need to log out or refresh your plan. 📊 After the Reset Is Applied Once our team confirms your quotas have been reset, return to the URL Indexer and LLM Visibility sections in the platform to verify your credits now reflect your full monthly allocation. You should be able to resume indexing URLs and running AI Visibility analyses immediately after the reset is confirmed. 💡 Preventing Confusion in the Future - Monitor your quota levels a day or two after each billing date to catch any reset failures early. - If your quota appears fully consumed but you have no act

🔄 AI Credit Resets: Monthly vs Annual Plans Explained

🗓️ How Often Do AI Credits Reset? AI credits reset every month — regardless of whether you are on a monthly or an annual plan. Your plan type affects how you are billed, not how often your credit quota refreshes. - Monthly plan: Credits reset on the same date each month that your subscription started. - Annual plan: Credits still reset every month on the same calendar date your subscription originally started, even though you pay once per year. So if your subscription started on the 26th, your AI credits refresh on the 26th of every month — not once a year on your annual billing anniversary. 📅 What Is a Billing Date vs. a Credit Reset Date? These two terms are easy to confuse, especially on an annual plan. Here is the difference: - Billing date (annual plan): The date once per year when your subscription renews and your card is charged. Example: February 26th of each year. - Credit reset date: The date each month when your AI credit quota is topped back up to your plan limit. Example: the 26th of every month. On an annual plan, your billing date and your first credit reset date may fall on the same calendar day — but after that first month, the reset keeps happening monthly while the billing charge only happens once a year. They are two separate events that happen on the same day of the month for different reasons. 💡 Real-World Example Say your annual subscription started on February 26th. Here is what the schedule looks like: 1. February 26th — Subscription starts, card charged for the full year, 500 AI credits added. 2. March 26th — Credits reset to 500. No charge. 3. April 26th — Credits reset to 500. No charge. 4. This continues every month until the following February 26th, when your annual renewal charge occurs alongside the regular monthly credit reset. You do not have to wait a full year for your credits to refresh. They top up on the 26th of every single month. ⚠️ What Happens When You Run Out of Credits Mid-Month? If you exhaust your AI credits before your next monthly reset date, they will not automatically refill until that reset date arrives. You have a few options: - Wait for the reset: Credits will refresh on your next monthly reset date at no extra cost. - Request a one-time quota reset: In some cases, the Search Atlas support team can apply a one-time quota reset to restore your credits before your scheduled reset date. If you have run out of credits and cannot wait until your next reset, contact the support team to find out whether a one-time reset is available for your account. - Upgrade your plan: Moving to a higher-tier plan immediately increases your credit quota. 🔍 How to Check Your Reset Date and Remaining Credits To find out your current credit balance and next reset date, contact the Search Atlas support team. A support agent can confirm your exact reset date and current quota status, and can also assist if you need a one-time quota reset applied to your account.

When Do My Credits Reset? (Billing Cycle & Plan Upgrade Proration Explained)

How Credit Resets Work Your Search Atlas quotas reset monthly on your billing anniversary date — the day you first subscribed or last changed your plan. This is not the 1st of each month. How to Find Your Reset Date 1. Click your profile icon (top-right corner) 2. Go to Billing 3. Your next billing date is shown under your active plan — this is when quotas reset Per-Account vs Per-Seat Resets | Plan | How Quotas Work | | --- | --- | | Starter | Quotas are per-account — shared across all users | | Growth / Pro | Quotas are per-seat — each team member gets their own allocation | | Enterprise | Custom allocation — contact your account manager | What Resets and What Doesn't - Monthly quotas reset: AI Generation Points, Local SEO Points, Keyword Rank Tracker credits, GBP Automation credits, URL Indexer credits - Rollover top-ups do NOT reset: If you purchased a top-up marked as "rollover" or "non-recurring," those credits persist until used — they do not expire at the billing cycle - OTTO site activations do NOT reset: OTTO sites are a one-time activation, not a monthly quota - Hyperdrive Credits: Two types exist — monthly (resets with billing cycle) and rollover (persists until used). Check your Billing page to see which type you have Plan Upgrades and Proration (Monthly → Annual) When you upgrade from a monthly plan to an annual plan mid-cycle, the unused portion of your most recent monthly charge is automatically applied as a prorate discount toward the annual plan price. This is not a duplicate charge. Example: A customer on monthly PRO ($399/mo) upgrades to annual PRO (list price $3,351). The $399 monthly payment is applied as a discount toward the annual total, so the customer is charged $2,965.50 for the annual plan. Any remaining balance after the discount is applied (in this example, $16.50) is refunded to the original payment method. If you believe you were double-charged after a plan upgrade, contact support with both transaction IDs so we can verify the proration math and refund any remaining balance. Common Questions "My credits should have reset but haven't" Credits reset on your billing anniversary, not on the 1st of the month. Check your exact billing date under Billing. If your billing date has passed and credits haven't reset, contact support. "I topped up but my quota still shows exhausted" Top-ups are applied immediately. If your balance doesn't reflect the purchase, try refreshing the page. If the issue persists, contact support with your payment confirmation. "I was charged for my monthly plan and then charged again when I upgraded to annual — is this duplicate billing?" No. When you upgrade from monthly to annual, your recent monthly charge is applied as a prorate discount toward the annual plan. The annual charge you see already reflects this discount. If a balance remains after the discount is applied, it will be refunded automatically to your original payment method. Contact support if you do not see the expected refund within 5–10 business days. "Do unused credits carry over?" Monthly plan credits do not carry over — they reset to your plan allocation each billing cycle. Only rollover top-up credits persist between cycles.