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Issue with SMARTe Step Charging for Undefined Emails | Clay

Issue with SMARTe Step Charging for Undefined Emails

·Nov 25, 2025 02:37 PM·

Clay S. I ran a big list through the work email waterfall, and I have about 1,300 cells where the SMARTe step says it " ✅ Found Undefined" so it charges me 6 credits on each cell but it didn't actually find any email.

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8 comments

· Sorted by Oldest

Clay Support
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I understand you're experiencing an issue where SMARTe charged you 6 credits per cell but didn't return any email addresses. To help you with this, could you share more details about what happened? For example, what actions or enrichments were you running when this occurred, and approximately how many credits were affected?
Olivia R.
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I was running the work email waterfall enrichment the SMARTe step was the last step in the waterfall and it says it found results and charges but there is no email because it just says found undefined. 1,327 cells were effected which would be 7,962 credits.
Clay Support
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I see this has resulted in a large number of credits being charged without the expected emails. Would you like me to connect you with a human agent who can assist further? Or if you provide more context, I can continue to help troubleshoot with you.
Olivia R.
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yes human agent
Clay Support
APP
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I’m routing you to our human team now. They’ll be able to assist you further.
Clay Support
APP
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Our support team has got your message and we'll get back to you soon!
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!
image.png(93 kB)
Olivia R.
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https://app.clay.com/workspaces/525533/workbooks/wb_0t5xy6gemd6dt4N5tEC/tables/t_0t5xy6jDF7nMrvaSYUJ/views/gv_0t5xy6l9kHF2gjAKFPB
Amit K.
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Olivia - Sorry for this, it looks like we've got a bug on our hands. I've escalated this to our engineering team to help look into it. We'll follow up here as soon as we know more!
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