Double Charge and Stuck Status Issue with FullEnrich Credits | Clay

Double Charge and Stuck Status Issue with FullEnrich Credits

hey clay team, i got charged twice for a failed enrichment with FullEnrich (approx 4k total clay credits) The column is stuck on "awaiting callback" (i awaited a long time) - and the credits have already been charged this happened twice. Lmk how to proceed

9 comments

Clay
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For the stuck "awaiting callback" column, click the column header, hover over "Run column field" in the dropdown, and select Force to jump start the run. No additional charges will apply for running these rows again. Regarding the double charging: if a provider charges us for an API call, we charge Clay credits for that call. However, if a provider refunds us due to inability to deliver valid data, we will correspondingly refund those credits back to you. Try the Force rerun first to resolve the stuck state, then monitor if credits get refunded for the failed enrichments.
Sources: FAQ | Clay.com Providers Do Not Return Valid Data
Suhaib S.
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if the column is stuck on “awaiting callback” and credits were charged twice, it’s likely a failed callback from FullEnrich’s end. Duplicate the table (just in case). Clear the stuck column and try re-running the enrichment only on a small sample to test. Meanwhile, I’d recommend reaching out to Clay support via “Talk to a person” inside the app they can refund credits for failed runs. Also, be sure to check if the enrichment provider (FullEnrich) is working fine via their status page (if they have one) or try swapping with another provider for backup.
Hunain F.
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Panos S. Open your table in Clay. Click on the column header that’s stuck on Awaiting Callback In the dropdown, choose View activity log or (Show Enrichment Logs) Take a screenshot showing Status "Awaiting Callback" Rows affected The provider (FullEnrich) Then go to: Clay Slack support channel OR Email support@clay.run Paste this message: pgsql Hey Clay team I got charged 4,000 credits for a FullEnrich column that failed and is stuck on Awaiting Callback Happened twice Credits deducted but enrichment didn’t finish. Attached is the table + screenshot. Can you help refund the credits? Attach Table export (CSV or share link) Screenshot of the stuck column
Panos S.
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hey Hunain F., please see below - sending the email as well
Hunain F.
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Hi Panos S. lemme explain, Edit column Remove run condition (so all rows run) Re run failed rows for "Awaiting callback" Fix inputs for invalid/missing rows (name + domain must be valid) If stuck send screenshot + table link to Clay Slack Support they’ll reset/refund
Panos S.
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i don't want to spend 2k credits more - so far i'm down 3.5k and saving for all the other workflows but will follow your instructions after the refund
Hunain F.
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Alright men
Clay
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Hello Panos! Thanks for reaching out! I can understand how frustrating this must be and I am here to help you figure this out! Do you mind sending the table link URL for me to take a look? Also would like it if you could point me to the exact column as well!
(52 kB)
Clay
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Hello! I can see you have two tickets open on this issue. Going to go ahead and close this one out!