.png){kind=logo}
Credit Plan Adjustment: From 50k to Minimum Credits Explained
Hi, Last month we paid the plan of 50k credits and this month we lowered it to the minimum, we had like 35k extra credit and when we lowered the plan we now only have 4k creditw
When you downgraded your plan, your credit balance was adjusted based on our credit rollover policy. For lower-tier plans, the maximum credit balance is capped at double the monthly credit limit of your new plan. This explains why your extra credits decreased significantly. If you need more credits, you have two options: 1. Purchase credit top-ups (which cost 50% more than your plan's typical cost per credit). 2. Upgrade your plan again for a higher monthly credit limit. If you need further assistance, please request to talk to a human agent in this chat.
Mateo A.··so we lost all the extra credits?
You didn't lose all your extra credits, but your credit balance was adjusted based on our rollover policy. When you downgraded, your credits remained until the end of your billing cycle. After that, your balance was capped at 2x the monthly limit of your new plan. To use more credits, you have two options: 1. Upgrade your plan again for a higher monthly limit. 2. Purchase credit top-ups, which cost 50% more than your plan's typical cost per credit. If you need further assistance, please request to talk to a human agent in this chat.
- Mateo A.··
so if i had 35k extra credits, i lowered it and now i only have 2k plus 2k from the 2x maximum, i lost 33k credits for lowering my account? Don´t you think you should warn it?
We understand your concern about the credit reduction. Our credit rollover policy is designed to cap credits at 2x the monthly limit of your new plan when downgrading. This information is available in our documentation, but we apologize if it wasn't clear during your plan change. Unfortunately, we can't recover the excess credits. However, you have options: 1. Upgrade your plan to increase your credit limit. 2. Purchase credit top-ups, which cost 50% more than your plan's typical cost per credit. If you need further assistance, please request to talk to a human agent in this chat for more personalized support.
Bo (.··Hey, Totally get how frustrating that must be — sorry for the surprise. When downgrading a plan, there’s usually a warning about unused credits being lost, and it would’ve shown up during the process. Let me know if you want help reviewing what happened or checking other options.
- Mateo A.··
i didn´t got any warning thats the thing
- Mateo A.··
if not be would have used the credits or we wouldn´t downgrade the plan
- Mateo A.··
as we lost over 30k crdits