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Request for Credit Refund Due to Expiration
hey, I need my credits back, I was just using them and they got expired. Can I please get them back?
Credits in Clay work on a rollover system with specific policies: For monthly subscriptions: ** Unused credits roll over and accumulate in your account ** The accumulation is capped at 2x your plan's monthly credit limitFor annual subscriptions: ** You receive all credits upfront ** You can use these credits throughout the year as neededOnce credits expire due to these policies, they cannot be reinstated. However, you have options to get more credits: 1. Purchase credit top-ups from your billing modal for immediate use 2. Upgrade to a higher tier plan to receive a new credit allotment Sources: FAQ | Clay.com Credit Rollover Monthly vs. Annual Plans
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Stefano··Hi Nibha, thank you for reaching out. As you can see below: https://downloads.intercomcdn.com/i/o/w28k1kwz/1364798830/3f208c64b101b8d2c539ed82157f/CleanShot+2025-02-04+at+10_12_59%402x.png?expires=1738683900&signature=c59f52cc388137b072b868bd65be4715628d14f2f40fbfe8f36cf5ffd350efb8&req=dSMhEs53lYlcWfMW1HO4zR5ThYS%2F2kMqOiUn8fucYwBEOfEMBiasu9J0Pcyf%0Auxd5%0A It seems like you are on a free plan and have the maximum number of credits available for that plan. Could you please explain a bit more how many credits you had before and when they expired
Nibha G.··I had around 14k credits but they all vanished
- Nibha G.··
I am new to clay and was just starting using it
- Stefano··
Hi Nibha, this is due to our rollover policy. If you have a monthly subscription, unused credits will roll over and accumulate in your account up to 2x the credit limit according to your plan. If you buy an annual plan, you get all your credits upfront, and you can use them however and whenever you’d like. 4 months ago a colleague of mine also explained this to someone else on this account, and provided a one-time credit extension to o a rollover of 10,000 credits. As this was already done, I cannot carry out a second rollover for this account. You can read more about the Credit Roll Over Update here. Let me know if you have additional questions!
- Nibha G.··
I am a very small business. If you could help out one last time please will really appreciate it
Hey Nibha - George here, I head up our support team. Unfortunately we won't be able to return these credits. As noted, they were removed because you had downgraded from your plan. Please let us know if you need anything else.