Hi,

We're genuinely sorry to hear about your team's experience, and we understand why you're frustrated. We also appreciate you taking the time to explain the situation candidly.

That said, there are a few important points we'd like to clarify because it appears there may be some misunderstanding around the credits and search limits.

**Regarding your Tier 2 allocation:**
The Tier 2 plan includes **10,000 credits per month**, which is equivalent to **up to 2,000 leads**, since each lead consumes 5 credits.

If you're using the SmatLeads default API, it's possible to consume your allocated credits relatively quickly. However, if you're using your own API key, you can spread your searches across the month without being restricted by our shared API's daily safeguard.

So, your Tier 2 allocation is still available as specified—we are not reducing the 10,000-credit allowance.

You also mentioned averaging **60–120 leads per search** and approximately 650 leads per month. If you're actually retrieving 60–120 leads per day, that would represent roughly **1,800–3,600 leads over a 30-day period**, which is above the 2,000-lead equivalent included in Tier 2. If you meant 60–120 leads per *search* but only 650 total for the month, we'd be happy to look at your account and determine exactly what's happening.

**Regarding the filters:**
The filters are functional, but we understand that some of them may not behave exactly as expected if the search parameters aren't configured correctly. That's precisely why we offer **free onboarding sessions for new users**. This is also mentioned in the welcome email sent after signup.

We'd much rather spend 15–20 minutes helping your team configure the searches correctly than have you spend hours fighting with the platform.

**Regarding your unanswered support request:**
We're sorry to hear that you feel your message went unanswered. Since you've already established contact with our support team, the quickest route would normally be to continue on that existing support thread. We've also checked our support channels, and we don't currently see any unanswered tickets or emails from your team. It's possible your message didn't reach us successfully.

We absolutely don't want your team wasting more time trying to figure this out on your own.

Please reach out to us through:

**Support desk:** https://support.smatleads.com/
**Email:** [[email protected]](mailto:[email protected])

Both are also listed on the AppSumo deal page.

If you send us your account email and a couple of examples of the searches where the filters aren't producing the expected results, we'll be happy to review them and walk your team through the correct setup.

We believe SmatLeads can deliver the value you're looking for, and we'd genuinely appreciate the opportunity to help you get there.