Understanding Credit Usage: Bug or High Consumption on First Day? - Help Needed

Hi! Can I get more details about credit usage? I had a screen saying "You have X credits left resets on January 28" and when I reloaded the page it was the same amount of credits left and reset date on February 28. I'd like to know if it's a bug or I really used most of my credits on the first day (it's not impossible, I left a table run on Friday)

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14 comments

Alena S.
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This could be a table responsible for consuming these credits https://app.clay.com/workspaces/9520/tables/t_JPlOCFULe74D/views/gv_da2xDjcXx1Mr
Clay Team
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Hi Alena, thanks for getting in touch! I'm checking this
Clay Team
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Alena, have you updated the payment method ? Also, you should have received an email to the billing email address under the account about this where you can retry the payment once confirm the card is properly set up.
Alena S.
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Do you mean you cannot charge the card? Because I don't find a message about it anywhere in the app. For the billing email I'm not sure who is the contact person, I don't find which email address is currently our Billing email
Clay Team
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Hey Alena S., thanks for the follow-up! The email we have here starts with billing@... so I believe that would be where the email went to. Of course, let us know if the payment method is still valid or if it will change so we can help you retry processing the payment if the email didn't come through.
Alena S.
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Could you transfer the email to alena.shelkova@payfit.com please? And just to confirm, you didn't manage to charge the card right?
Alena S.
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Holly E.
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Alena S.
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Hello again, our Finance team confirmed that the card used for payment is still valid
Clay Team
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Sorry for the delay, Alena! I can confirm the payment shows as failed on our end but I can now retry to see if it's successful now after your confirmation.
Clay Team
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Alena S., I asked Stripe to retry but got this message again. Let us know if your team can double-check what card should be on file and that it has no blocks. Can confirm the billing email address was updated though!
16b8c086-3b24-4c61-bcec-a722e767c249.png(5 kB)
Alena S.
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Hi Arturo O., Thank you for your response. After talking to the finance team, I understood that the card is declined because before you used to charge us several days later after the end of our subscription. The card has a limit per month and as you charged us for December in the beginning of January, the limit for this month was used already. If you try to charge the card tomorrow (on February, 1st) it should work. Would you charge us on 28th (the day of subscription renewal) from now on? I'm talking to our Finance team about what we could do not to have this problem in the following months
Clay Team
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Got it!! thank you for the clarification, yes, we can schedule the billing date for that. I'll set a reminder to retry then
Clay Team
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Hey Alena S.!! Was able to process the request for you just now. You should get the confirmation to the new email!
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Alena S.
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Thank you Arturo O.