Troubleshooting

Common issues and solutions related to workspace billing.

The Add Credits button opens a payment method dialog instead of the credits dialog

No payment method is saved for this workspace. You must add a payment method before purchasing credits. Complete the payment method setup, and the pending credit purchase will be applied automatically. See Setting up a payment method.

Credit purchase fails with "Charge was not completed"

The charge could not be processed by your payment provider. Verify that your saved card is valid, has sufficient funds, and has not expired. If the card is correct, contact your card issuer. You can replace the card from the Payment Method dialog.

Credit purchase fails with "Payment method required before adding credits"

The workspace does not have a saved payment method. Add a payment method first by clicking the Payment Method button in the billing panel header. See Setting up a payment method.

Auto top-up configuration opens a payment method dialog instead of saving

No payment method is saved for this workspace. Add a payment method first. After saving the card, the top-up configuration you selected will be applied automatically.

Minimum balance threshold is rejected

The minimum balance must be at least $20. Enter a value of $20 or higher in the Minimum Balance (USD) field. The top-up amount must also be greater than $0.

AI responses fail with "You need more credits to do this"

Your workspace balance is too low to cover the estimated cost of the request. Add credits to your workspace or configure automatic top-ups to prevent this in the future. The system reserves credits before processing AI requests, so a small buffer above the expected cost is recommended.

Usage data is not loading or shows empty

Usage data may not be available if no AI or tool activity has occurred yet. If activity has occurred but data is missing, try refreshing the page. The usage page requires administrator access -- non-admin users will not see usage data.

Invoice list is empty

Invoices are generated by Stripe after successful credit purchases. If you have purchased credits but see no invoices, the invoice may still be processing. Invoices typically appear within a few minutes of a successful charge.

Payment method form does not load

The Stripe payment form requires a network connection to Stripe's servers. Check your internet connection. If you are behind a firewall or using a content blocker, ensure that requests to Stripe domains are allowed. Try refreshing the page.

Still need help? Contact your workspace administrator or reach out to support.