Issues with Workbook Imports and Credit Recovery Assistance

Ana J. · 2025-12-13T23:53:12.434Z

Hi guys, i just imported from one account to another a workbook and it just "stole close to 2k" of credits.. Can you please give them back to me, I just didn't do anything besides importing it, and by the time I noticed what it was doing, it literally sucked it all up.. Tonight is just not my night!! How do I ensure that it doesn't load up in automatic when importing? Plus, how do I get to have Sandbox?? I had it for the cohorts, and i love it.. how do i have it again??

Issues with Workbook Imports and Credit Recovery Assistance | Clay

8 comments

· Sorted by Oldest

Clay Support
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I understand this situation is frustrating. Would you like me to connect you with a human agent? Or if you provide more details about your import and Sandbox needs, I can try to assist you further.
Ana J.
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human
Clay Support
APP
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I’m routing you to our human team now. They’ll be able to assist you further.
Clay Support
APP
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Our support team has got your message and we'll get back to you soon! 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!
image.png(93 kB)
Aditi S.
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Hi Ana - thanks so much for reaching out and sorry to hear this happened.
I'm happy to provide you with 2K credit refund here as a one time courtesy for run management issues, but we wouldn't be able to support this again in the future. To ensure your table doesn't run while importing, you'd have to ensure that you're auto-update is off, so that no downstream enrichments run.
Sandbox mode is currently not available for free plans, but happy to provide your feedback to the product team as a feature request.
Hope that helps.
Ana J.
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Hi and thank you got getting back to me Aditi S.. I was supposed to have access under my work email and space until sunday to be able to complete the assignments for clay ai cohort. At one point i noticed that it didnt work anymore (basic look up multiple rows in other table) and peompted me to upgrade to explorer. Besides the fact that for a look up (which is basic) should be in free plan certainly not in explorer, I was working on something for the ai cohort not for myself. Having it stopped working in order to complete the assignment i had no choice but to move it to my personal account. My work would not have me allowed to upgrade for this and so i had no choice but to upgrade on my personal account to the explorer plan. Please note that even with explorer plan i still dont have sandbox available.. In the end I ended up using close to 3k credits (all for the ai cohort) and all the credits from the graduation will go onto my work account instead of mine... Can you please look into it and trasfer them to mine? Do you need both workspaces or you have them?
Andrew Q.
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Ana, do you mind taking this offline and to our email? Please email us at: support@clay.com and we can look into this further. Feel free to attach a screenshot reference so we can start back where we're leaving off. Thank you!
1
Clay Support
APP
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We haven't heard back from you here, so we're going to go ahead and close this thread out.
Still need help here? Reply back and someone will jump back in.
Have a question thats not related to this thread? We recommend kicking off a new ticket in the support channel!

Clay Support
APP
·
·
I understand this situation is frustrating. Would you like me to connect you with a human agent? Or if you provide more details about your import and Sandbox needs, I can try to assist you further.
Ana J.
·
·
human
Clay Support
APP
·
·
I’m routing you to our human team now. They’ll be able to assist you further.
Clay Support
APP
·
·
Our support team has got your message and we'll get back to you soon! 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!
image.png(93 kB)
Aditi S.
·
·
Hi Ana - thanks so much for reaching out and sorry to hear this happened.
I'm happy to provide you with 2K credit refund here as a one time courtesy for run management issues, but we wouldn't be able to support this again in the future. To ensure your table doesn't run while importing, you'd have to ensure that you're auto-update is off, so that no downstream enrichments run.
Sandbox mode is currently not available for free plans, but happy to provide your feedback to the product team as a feature request.
Hope that helps.
Ana J.
·
·
Hi and thank you got getting back to me Aditi S.. I was supposed to have access under my work email and space until sunday to be able to complete the assignments for clay ai cohort. At one point i noticed that it didnt work anymore (basic look up multiple rows in other table) and peompted me to upgrade to explorer. Besides the fact that for a look up (which is basic) should be in free plan certainly not in explorer, I was working on something for the ai cohort not for myself. Having it stopped working in order to complete the assignment i had no choice but to move it to my personal account. My work would not have me allowed to upgrade for this and so i had no choice but to upgrade on my personal account to the explorer plan. Please note that even with explorer plan i still dont have sandbox available.. In the end I ended up using close to 3k credits (all for the ai cohort) and all the credits from the graduation will go onto my work account instead of mine... Can you please look into it and trasfer them to mine? Do you need both workspaces or you have them?
Andrew Q.
·
·
Ana, do you mind taking this offline and to our email? Please email us at: support@clay.com and we can look into this further. Feel free to attach a screenshot reference so we can start back where we're leaving off. Thank you!
1
Clay Support
APP
·
·
We haven't heard back from you here, so we're going to go ahead and close this thread out.
Still need help here? Reply back and someone will jump back in.
Have a question thats not related to this thread? We recommend kicking off a new ticket in the support channel!