When your plan renews, there may be a 1-2 hour delay before credits appear in your account due to transaction processing times.
This delay occurs because our card provider needs time to process transactions - for example, credits from a 12 PM renewal may appear around 1 PM.
If you continue to experience issues after this 1-2 hour processing window, please request human assistance by clicking on "Talk to a person."
Thanks. It happened mid month last month too. Like boom they all vanished. Can you help identify the problem? I turned off the table I was working on today so it wouldnt use any tokens.
Hi Edmund, thanks for reaching out!
When credits rollover every month, there is a cap of 2x the monthly plan limit, so this could be one potential explanation. But I would love to go into admin and check the credit usage.
For the edmundgcarroll@gmail.com account, it looks like this account has been on the starter plan, and there hasn't been any credit usage. Do you mind sharing if the account you are referring to is with the email edmundgcarroll@gmail.com?
Thank you!
This thread was picked up by our in-app web widget and will no longer sync to Slack. If you are the original poster, you can continue this conversation by logging into https://app.clay.com and clicking "Support" in the sidebar. If you're not the original poster and require help from support, please post in Clay Support.
