Issue with Token Charges for Missing Data in Revenue Queries | Clay

Issue with Token Charges for Missing Data in Revenue Queries | Clay

Clay Support
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I understand you're experiencing issues with being charged credits for rows that didn't return revenue data. To help escalate this for a potential credit review, could you please share the name of your workspace or the URL of the table where this occurred?
Punit S.
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Workspace name is Hummingbirds and table link is https://app.clay.com/workspaces/492253/workbooks/wb_0sy34usj3cpNWfEMcJj/tables/t_0t5xvtiMkSjzRXkhsKs/views/gv_0t5xvtjWzkrMy5R5xwD
Clay Support
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Thank you for providing those details. Would you like me to connect you with a human agent who can assist further with this issue? Or if you want, we can continue working together here.
Punit S.
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Yes please
Punit S.
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lets workw ith a human agent
Clay Support
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Got it — I’m connecting you to a human teammate now.
Clay Support
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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!

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Punit S.
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link was provided above - one more example here
Quentin R.
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Hi Punit, thank you for flagging this and sharing evidence 🙏🏼 I'm escalating your issue to a manager that will help find a solution.
Punit S.
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Thanks for your help! Whatever has flipped here being charged for no results has drained our entire clay balance
Quentin R.
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Hi Punit, I got approval and added back 80k credits to your account 🙏🏼 I've also passed the urgent feedback to our product team. We'll let you know when it's fixed. Until then, I'd recommend avoiding using this waterfall. Thanks again.
Punit S.
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Hey quentin - this is big - thank you
Punit S.
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To confirm I've turned off auto update on the two probelmmatic waterfalls and for safe measure disabled all sources in the waterfall, does that ensure it wont fire unexpectedly?
Quentin R.
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You’re welcome, and apologies for the issue in the first place.
Quentin R.
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The underlying reason is that we can’t query a single metric in isolation from our data provider. As soon as a company is found, even if only partial data is returned, we’re charged the full cost of the request. We therefore have to pass that cost on to users as a standard enrichment. Issues like the one you experienced are rare, but when they occur at scale, they can quickly become very costly.