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Urgent: Issues with Clay Account and Support Response Required

Avatar of George M.George M.
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I have been in email chains for a few days now and no help. We have unfortunately been led in the wrong direction. I have been speaking to chat bots for a week and no help, it has caused many errors? https://app.clay.com/workspaces/161420/tables/t_gtpckN6E8yMW/views/gv_hbdEtcfYqwMA I have just been onto my Clay account after giving you the logins and found it has used all our credits? After I pressed stop running results, because of the following issues:

  • It has given me invalid inputs of Perth UK, including all the domain addresses. (When I selected, Perth Australia).

  • Duplicates from out ‘CRM sheet’ with the google look up. That I specifically went over with your support, and it ended up still giving me duplicates after the upload. ( I also pressed do not upload any duplicates from this sheet and the upload still didn’t pull through.

Plus, I just went and had a look, and it used all my credits and there is no data? Please get back to us as soon as possible, as this has been an ongoing unresolved issue. Unfortunately, we are not happy with results Clay and the support has given us leading us in the wrong direction. After just paying for a new plan. Regards, GEM Resourcing Team

10 comments

  • Avatar of Channeled
    Channeled
    APP
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    Let me explain how credits work with data enrichment: 1. When providers are called for data enrichment, credits are charged for each API call, even if you stop the process midway. This happens because the providers have already charged Clay for those API calls. 2. However, if any of the data returned was invalid (like the Perth, UK results you mentioned), you may be eligible for a refund of those specific credits. This applies when providers refund Clay due to invalid data delivery. For future enrichments, here's a best practice to avoid similar issues: ** Start by testing with a small sample of about 10 rows before running the entire dataset ** This allows you to identify and fix potential errors like import issues or incorrect location filters * You can then refine your setup before committing to the full enrichment Since your issue involves multiple aspects (invalid data, duplicates, and credit usage), I recommend you request human assistance by clicking on "Talk to a person" in this conversation. A human agent can help investigate your specific case and address potential refunds for invalid data.

  • Avatar of Channeled
    Channeled
    APP
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    Was that helpful?

  • Avatar of George M.
    George M.
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    No, I have been speaking to chat bots for a week and no help, it has caused many errors?

  • Avatar of Channeled
    Channeled
    APP
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    I apologize for the frustration. You can rephrase your question, or talk to our team for more personalized assistance.

  • Avatar of George M.
    George M.
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    I would like to talk to a team member ASAP?

  • Avatar of Channeled
    Channeled
    APP
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    Looks like you're still looking for help. 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!

  • Avatar of Bo (.
    Bo (.
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    Hi George, I see your message in the other thread - I've provided the support call booking link there. Looking forward to getting everything resolved for you. Let me know if you need anything else in the meantime.

    :sparkles-clay:1
  • Avatar of Channeled
    Channeled
    APP
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    Hi George M.! This thread was recently closed by our Support team. If you have a moment, please share your feedback:

  • Avatar of Channeled
    Channeled
    APP
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    Thank you so much for sharing your feedback George M.!