Issue with Credit Renewal and Deletion After Pro Upgrade

My credits are out and its saying its not renewing until April 25. We upgraded to Pro on May 25 and it added credits and there were plenty left but now they have all been deleted

16 comments

Channeled
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Your credits weren't deleted after upgrading to Pro. When you upgrade, new credits are immediately added to your current balance, and your billing cycle resets. Credits can roll over for up to 2 months based on your plan limits. Regarding the April 25 renewal date, there might be a delay in processing your recent upgrade. It can take 1-2 hours for new credits to appear in your account after a renewal or upgrade due to transaction processing times. If you're still experiencing issues after this period, please request human assistance by clicking on "Talk to a person" for further support. Additionally, if you need more credits, you can purchase credit top-ups at a 50% premium over your plan's regular credit cost.
Sources: Running Out of Credits Credit Rollover After Upgrading Plan
Daniel C.
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any news? completely out of credits here
Bo (.
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Hey Daniel, I'm sorry to hear about this issue. Have you checked the credit reporting to see if there was anything unusual? You can view your credit usage here: https://app.clay.com/workspaces/248181/settings/creditUsage Let me know what you find!
Daniel C.
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the report says no credits were used. but this is where credits were used but should no way have been all of them. I really need this solved today supposed to have mobile numbers in for Monday and I’m not gonna be able to without credits
Daniel C.
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any word Bo (.
Bo (.
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Hey Daniel, I don't see any record of a Pro plan upgrade in your account history. Free plans also don't have access to the mobile number feature. Is it possible you're referring to a different Clay account? Do you have access to another account that might have the Pro subscription you're mentioning?
Daniel C.
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yes I have access to two accounts currently. My own (free) and my clients (Pro) upgraded on the 25th March. 243476 is the workspace
Stefano
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Hi Daniel, thank you for reaching out. In the picture below, you will be able to see what tables ended up using your credits for this workspace :
(58 kB)
It seems like most of your credits were used to find emails in the aforementioned tables. I am happy to fully investigate what specific enrichments would have caused this but I assume it is an email waterfall being run on numerous rows that ended up costing you many Clay credits. As this account is a Pro account, you should have access to the phone number enrichment. Let me know if you would want a further breakdown of the credits.
Daniel C.
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I think there must be a mistake mainly because it was supposed to be 2 credits per row but if thats the case then it ended up being more than 6!
Daniel C.
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I really need to get some of those credits back
Stefano
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Hi Daniel, running an email waterfall usually costs more than 2 credits. Usually, the columns retrieving the emails cost between 2-5 credits, and the validation column costing around 1 credits per row. I would be happy to refund you 7000 credits out of courtesy, if you wish, but I cannot really add more credits than that as the enrichments seem to have worked as expected. Let me know!
Daniel C.
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7000 would be a great start thank you
Stefano
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Just added those credits, this should reflect on your end very soon!
Daniel C.
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appreciate it 🙂
Stefano
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Happy to help :)
Channeled
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