Urgent: 50K Credits Not Added, Flows Down - Need Immediate Support

Hey Team! We bought 50K credits yesterday, and they didn't get added to our account. As a result, all of our flows, enrichment, processing and lead flows are now down. We talked to your team yesterday whom said they would fix it, however, this is now day 2 of no fix. Who can get this done ASAP? We quite literally have the invoice and payment confirmation, so what's taking so long? (Also, do you have EMEA hours support???)

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17 comments

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When credits are purchased, there can be a delay of 1-2 hours for them to appear in your account due to transaction processing times. This is related to how our card provider processes transactions.If it has been more than 2 hours since your purchase and you still don't see the credits, please explicitly ask for a human agent in this conversation to help investigate your specific case. Since this is affecting your workflows, a support agent will need to look into the details of your purchase and account status. Source: Running Out of Credits
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Looks like you're still looking for help. We're escalating this over to our support team and someone should be in touch soon. In the meantime, feel free to include any other information that may be helpful in solving your issue!
Remco d.
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EMEA support would be pretty helpful, tbh. Having to wait for US hours to talk to someone is unacceptable.
Bas K.
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Chat is on my user account, all of our processes are on hold for over a day now
Remco d.
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Tanvi R. can you help out.
Daniela D.
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Hey Remco. Truly sorry for the delay. I ran a check for your workspace and see that the additional 50k credits were added to your workspace, but were used up in this table: https://app.clay.com/workspaces/260716/tables/t_osuuKiQpxJdZ/views/gv_5GzYjCTt58JV Much of the credit usage is from running the Datagma, "Use AI" and Google Domain" search. I’ve added some additional credits to your workspace for the trouble. We’re also happy to assist with an upgrade/early renewal of your current plan. Let us know if you’d like to proceed.
Bas K.
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Can you share the data on the usage including the dates when these credits have been used? I was working in that specific table prior + after adding the credits, so I also monitored the credits. We upped our credits last week as well, so that might be the data you’re seeing
Daniela D.
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Of course. I'll generate that and share with you shortly. The usage I referred to is for December 5th. I'll share a report shortly🙏🏽.
Bas K.
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Thanks! An hourly log would be great (+ this period in general, usage from the 25th of November onwards), to see what has been used before and after buying the 50K credits
Daniela D.
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Happy to help! Here's a report that includes an hourly breakdown (for December 4th and 5th). Let me know if this helps.
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Bas K.
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Can you please share a larger lookback window? Our credits were renewed on Nov 25th, so would love to see all usage from then
Daniela D.
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Hey! Here's a report for that time period. Let me know if you have any questions.
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Hey there - just wanted to check in here to see if you needed anything else! Feel free to reply back here if you do.
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We haven't heard back from you in a bit, so we're going to go ahead and close things out here - feel free to let us know if you still need something!
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Hi Remco d.! This thread was recently closed by our Support team. If you have a moment, please share your feedback: