All my credits are gone, like entirely. something seems wrong.

I understand how concerning it is to see all your credits gone unexpectedly. Let's figure out what happened.

First, check your current credit balance by going to Settings > Plans and Billing - the remaining credits should be listed under your plan. [1]

To investigate the usage, go to Settings > Credit Usage to see detailed logs of where your credits were consumed. You can also right-click any enrichment column and select Run Info to review credit usage per process.

Common causes include:

What do you see when you check your credit usage logs? Any recurring processes or large enrichments you weren't expecting?

If you still need help understanding your credit usage or resolving the issue, I’m here to assist. Would you like to provide more details about what you’ve found in your credit usage logs?

Yes, I didn't wanted the tables massive credit usage on the tables I didn't set recurring processes so large enrichments happened which I was not expecting.

Got it - sounds like auto-update was enabled and triggered large enrichments without you realizing it.

Here's how to prevent this going forward:

Turn off auto-update immediately:

For future enrichments:

The credits are already consumed even if you delete the enrichment results later.

Which specific tables had the unexpected enrichments? That'll help us understand exactly what triggered the massive usage.

Is there any way you can help with refunding the credits as these shouldn't have happened

I’m sorry for the trouble this caused. I’ll connect you with a human agent who can assist you further with this issue.

Clay Support is sharing a file with you.

Our support team has got your message and we'll get back to you soon! We're currently outside of our standard office hours (9 AM to 9 PM EST, Monday through Friday), so it may take a little longer for us to respond.

If you’re dealing with a specific table, drop the URL below so we can help you quicker. Otherwise, someone from our team will be in touch soon!

Hi Noor, what email is associated with the account? I'm having trouble finding the workspace. Can you give me a little context on what went wrong and how many credits were lost here?

Hi Gabriel, Sorry the email is my boss's email: shanamarr@myidealrecruiter.com We lost about 17k credits and we had all of them on Monday I have no idea what happended suddenly because we are always carefull. Some error or bug or something must have happened. Please help

Hi Noor, It looks like Shana has some recurring tables set up that cost the 17k. Could you reach out to her to see why she set up these recurring tables and what the goal was? Clay ran those enrichments and paid for that data. Was it in mistake? Thanks for the context here! Gabe ​

Yes, it's either a mistake or an error because the ones that charged a lot of credits should not have been on recurring ever. Can you please please help with refunding the credits as it was not meant to be

Also, nothing here seems right

In this screenshot, the accounting shows credits charged 4k but the tables underneath doesn't show that 4k credits were used.

please help with this, we have zero credits and we have paid a lot for these