Prepaid credit problems
A top-up I sold hasn't appeared on the balance
Likely cause: The customer hasn't paid the link yet, or their payment didn't go through.
Check Top-ups on the customer’s page. If it isn’t marked as succeeded, ask the customer to open the link again and pay. Credit appears only once the payment succeeds.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Auto top-up says Paused after a failure
Likely cause: The customer's saved card was refused for an automatic top-up.
Ask the customer to update their card or top up from their own top-up page. Automatic top-ups restart after the pause.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Auto top-up stopped for the rest of the day
Likely cause: Each customer has a daily limit on automatic top-ups.
It restarts the next day. If the customer needs credit now, send them their top-up page.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Usage was refused because there wasn't enough credit
Likely cause: The customer's balance was lower than the price of what they used.
Ask the customer to top up, or turn on auto top-up so it doesn’t happen again.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
There's no New meter or Sell credit button
Likely cause: Your role can't create meters or sell credit.
Ask an owner, admin, manager or developer.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.