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Urgent: Run Logic Error Depletes Monthly Credit Balance in 24 Hours
Hey, what appears to be a run logic error in an SOP has caused us to burn our entire monthly credit balance in 24 hrs. Really hoping something can be done to get these back.
We understand your concern about the depleted credit balance. Unfortunately, we don't have a direct way to recover used credits. However, there are a few options you can consider: 1. Purchase credit top-ups: You can buy extra credits on top of your existing plan. Go to Workspace Settings > Plans and Billing > Purchase Credits to select the amount needed. 2. Upgrade your plan: If you expect increased credit usage, consider upgrading to the next tier. This can be done via Workspace Settings > Plans and Billing > Change Plan. If you need further assistance or want to discuss your specific situation, please request to talk to a person for more personalized help.
Joel B.··the credits spent unintentionally exclusively relate to Clay's own processes and happened today only
- Joel B.··
- Joel B.··
Got a bit of a panic going on here, would be great if I can discuss this before end of week if possible 🙏
Hey there J thanks for reaching out, sorry for the long delay here, happy to refund the credits, can you verify the workspace this is for.
- Joel B.··
Thanks so much LuisArturo: https://app.clay.com/workspaces/12893/home
- Joel B.··
Hey LuisArturo is there anything else needed to identify the workspace? Have a fair bit of data work to get through for clients today, so please let me know if there's anything else needed.
- Joel B.··
Hey, just checking if this will likely be sorted today? LuisArturo
Bo (.··Hey JB,
Can you send us the table URL where this happened? I do see that 26,466 credits were used in the span of 24 hours when you mentioned this issue. I've gone ahead and added them back to your account.
Let me know if you need anything else!
- Joel B.··
There were multiple tables duplicated, i will need to identify each of them.
- Joel B.··
it was a little more than 24 hours aswell, every table titled ReEnrich & Qualify Stale data
- Joel B.··
I've just totalled the credits spent on those bad tables, and it is 61,420
- Joel B.··
All of those were affected by the error and no processes run since.
- Joel B.··
Every table with this title
- Bo (.··
In the CSV that I just sent you have the table ID which would be shown in the URL here: https://app.clay.com/workspaces/12893/tables/HERE
You can see that this credits report also covers the whole week and includes enrich people, company, and other enrichments. The 61k you're seeing is for the entire week (also pre-accident).
- Joel B.··
I just totalled every table that was responsible for the over spend
- Joel B.··
That table was the cause, the workbooks duplicated, this is what intended when i flagged. I thought the incident occured at a specific time when originally mentioning but may have been wrong, as im sure those tables are the cause.
- Joel B.··
If something can be done to cover that it would obviously be greatly appreciated, as all unintented spend.
- Bo (.··
Hey
I've added the credits back for you. For future reference, when errors occur that aren't clearly documented like this one, we may not be able to provide credits. We understand that errors happen, but we need specific details to properly address them.
Thanks for your understanding.
- Joel B.··
Thanks very much, and that's very appreciated and noted.