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Help Needed: Disappearing Credits Issue in Account

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hi there I had about just under 6k credits left that just disappeared suddenly - i was just about to use them and now they are gone. can someone help me please?

Help Needed: Disappearing Credits Issue in Account | Clay

14 comments

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Miguel Mejares
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i just lost another 12k credits - what's going on?!
Amir Dawoud
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do u have "auto_run" on?
Amir Dawoud
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if yes, unactive it
Amir Dawoud
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unactivate*
Miguel Mejares
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what is that?
Amir Dawoud
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https://www.awesomescreenshot.com/video/33111223?key=19c69ecf9a1e6431c100d1f41f57e0fd
Miguel Mejares
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ok can you please add back the 18k credits i lost please?
Amir Dawoud
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i am not from clay, i just wanted to give a helping hand
Tanvi (Clay)
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Hi Miguel, thanks for reaching out! Sorry to hear about the unwanted credit spend - I completely understand that's frustrating! Did you see the work email waterfall automatically run when you added a new people source to your table? If so, this is expected behavior when you have auto-update on in your table. Auto-update is what allows tables to run synchronously/automatically! Based on the video you showed me, auto-update was not turned off in your table as the auto-update icon in the bottom right portion of your table is still green as I've shown below. https://downloads.intercomcdn.com/i/o/w28k1kwz/1234468399/5cce2aee6f2af97d2b2fd0e49c18/CleanShot+2024-10-30+at+15_34_22%402x.png?expires=1730319300&signature=49b2c025abdb0697b88fad3642037f40db2f3d1d99cd1320635d7a44c3464334&req=dSIkEs14lYJWUPMW1HO4zTbAK2pBjMojopRdD%2B3E0WLrupQCk6oLPka%2FJeC1%0AZve%2B%0A Essentially, you turned off auto-update for the Leadmagic column, but this does not apply to the entire waterfall or table. Instead, to apply this to the entire table you can select the green circle highlighted above and turn off auto-update for the table: https://downloads.intercomcdn.com/i/o/w28k1kwz/1234470002/ad8708d568b949bf04cd985ecd34/AD_4nXduOA4mIf_SqH2MKZVw1ZmvcN8JV_ADmAKWuifbOgcSIwHBvJVVWcoxeXHksD4h3YqDbGWMRkwuSgFJWHaLYzdgIGRNgJbpoWaczuTNnLUaco5ZHNPKj97b7mSi_gLKr6u14p-LZQ24fVxXlJQX5ixaxXY?expires=1730319300&signature=e2327045937357134d37b99446bb7389168e35e0d7d5d12d282a3cabf3b6df16&req=dSIkEs15nYFfW%2FMW1HO4zT82x9dc0rbwzrqchs45bDe%2FsZ9DB7gm%2F5srynGQ%0AjKQE%0A Because auto-update was not turned off, it is likely that your entire work email waterfall continued running. I just refunded 12K credits since this is your first time using the waterfall. Here's more information on how credit consumption in the email waterfall works - Tutorial. Essentially, you are only charged for providers that find results. If an email is found invalid by a validation provider, the waterfall will continue running until a valid email is found. Let me know if this makes sense and if you have any other questions!
Miguel Mejares
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Thank you Tanvi - I also lost around 6k credit earlier this morning . They disappeared . It said I had until 10/30 to use them and I was in the middle of using them and they disappeared
Miguel Mejares
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Can you also refund me those credits as well please ?
Tanvi (Clay)
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Hey Miguel, just added those 6K credits as well. Please make sure to use auto-update and conditional formulas in the future to conserve credits as we won't always be able to refund! Here's a guide on how to conserve credits in Clay to help with this!
Miguel Mejares
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Ok thank you !
Channeled
APP
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Hi Miguel Mejares! This thread was recently closed by our Support team. If you have a moment, please share your feedback: