Troubleshooting: Credits & Refunds
By Camilo Aponte
By Camilo Aponte
🔗 Cancel LinkLab and Resolve Payment Failures
🔗 Stop future LinkLab placements If you do not want to proceed with a LinkLab placement, do not place a new order. To review existing activity, open the top-right avatar menu, select My Orders, then open Order Builder and choose View Details. Review each order’s status and details before taking action. If an order has already been placed or is in progress, cancellation availability may depend on its current status. ⚙️ Review your LinkLab access Navigate to Authority → Link Building Exchange, and select Go to Link Laboratory. Use this area to review LinkLab activity before creating any additional placement. 💳 Fix a recurring payment failure 1. Open the top-right avatar menu. 2. Select Billing, then open the Plans & Top-ups tab. 3. Choose Add Payment Method and enter a valid payment method. 4. Review Manage Subscription to confirm the subscription or service you want to keep. After updating your payment method, check the billing status again. If a payment remains unsuccessful, avoid placing new LinkLab orders until the billing issue is resolved. 📄 Check billing records To review charges and account activity, open Billing and select Invoices or Activity Log. These records can help confirm whether a recurring charge was attempted, completed, or still requires action. 🛑 Request help with cancellation If you want to cancel an existing placement or need help confirming that no further recurring charges will be attempted, have the order details and billing information ready. 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.
⚡ LinkLab Checkout Errors Consuming Credits or Charges
What Is This Issue? Some customers experience persistent 500 errors when trying to complete a LinkLab order — even after multiple attempts. In some cases, Hyperdrive Credits (HDC) are deducted and a card charge is applied, but the order never successfully creates. This is a known platform bug. If you are currently affected, this article explains what to do. Symptoms - Checkout in Link Laboratory fails repeatedly with a 500 error or a message such as "An unexpected error occurred. Please try again later." - Hyperdrive Credits have been deducted from your balance - Your payment card has been charged even though no order was completed - Retrying checkout does not resolve the problem on its own Why This Happens A bug in the LinkLab checkout flow can cause an error that consumes Hyperdrive Credits or triggers a card charge without actually creating the order. If you encountered this bug, your account may reflect incorrect balances or an outstanding charge. What To Do Right Now 1. Stop retrying checkout. Additional attempts will not resolve a billing discrepancy already caused by the error and may complicate your case. 2. Check your HDC balance and billing history. Review your account to confirm whether your Hyperdrive Credit balance is lower than expected and whether a card charge appears for the failed order. Note the exact HDC amount deducted, the card charge amount if applicable, and the date and time the failed attempts occurred — you will need these details in the next steps. 3. Submit a refund or credit restoration request by contacting our support team. Reach out to us and include: (1) the date and approximate time of the failed checkout, (2) the HDC amount you believe was incorrectly deducted, and (3) the card charge amount if applicable. Request that our team restore your HDC balance and reverse any erroneous charge. Our team will review your account, confirm whether credits or charges are tied to a failed order, and process the correction directly. If you need help, contact our support team and we'll be happy to assist. 4. Wait for confirmation before retrying. Once our team confirms that your HDC balance and any card charge have been corrected, return to Link Laboratory and complete your order. Do not retry checkout before receiving this confirmation, as a duplicate charge or double deduction could occur. What Our Team Will Do When you reach our support team, they will review your account to confirm that credits were consumed or a charge was applied without a successful order being created. Based on that review, they will restore your Hyperdrive Credits and address any card charge. You will receive confirmation of any corrections before being asked to retry checkout. If you have questions or are unsure whether your account was affected, contact our support team and we'll be happy to assist.
Backlink Export Errors and Billing Refund Requests
Overview Some users have reported issues when attempting to export backlink data, including errors, empty files, or corrupted downloads. This article explains what to do if you experience a backlink export failure and how to get help with a related billing refund request. Troubleshooting a Backlink Export Failure If you encounter a backlink export failure — such as an empty file, a corrupted download, or an error during export — please contact our support team via the chat icon in your account. When reaching out, include the following details so our team can assist you as quickly as possible: - The domain or URL you were attempting to export data for - A description of what happened (for example: empty file downloaded, error message displayed, or incorrect row count) - Any error message text you saw on screen - The date and approximate time the issue occurred Our team will investigate the issue and work to resolve it or escalate to engineering as needed. Requesting a Refund for Affected Invoices If a backlink export failure prevented you from using a feature you paid for, you may be eligible to request a billing refund or invoice credit. Please contact our support team via the chat icon in your account and include the relevant invoice details or billing period so our team can review your request. If you have any questions or need further assistance, please reach out to us using the chat icon in your account and we will be happy to help.