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Unable to Purchase Credits. Account Frozen Error!
# support
r
I usually get billed monthly and the invoice gets paid. However, I'm having issues with my account currently on the Pay As You Go plan. Wallet Credits are showing negative and I'm unable to purchase/buy credits either. Please assist in resolving this promptly.
v
message has been deleted
@ripthajacker I'm here to help you with your billing issue. It sounds like you've exceeded your monthly billing limits, which is why you're seeing errors and a negative balance in your Wallet Credits. To resolve this, you'll need to add funds to your account or adjust your plan to cover the exceeded amount. If you're having trouble purchasing or adding credits, it could be due to a temporary issue with the payment system or your account settings. I recommend checking if your payment method is up to date and if there are any restrictions that might be preventing the transaction. If you've already tried updating your payment method and are still facing issues, it would be best to reach out to our support team for a more detailed look into your account. They can assist you in resolving the payment issues and guide you on how to prevent exceeding your billing limits in the future. Would you like me to guide you on how to contact support or is there anything else I can assist you with right now?
You can continue this conversation by mentioning me in the message.
r
v
Got it. Tagging @User for additional help.
b
can you send me your org ID please @ripthajacker
r
Sent You DM.
b
it appears that you have not completed an authentication step on Stripe, so your payments have been marked as incomplete @ripthajacker
r
Where do I do that ?
b
its likely in the stripe portal
r
I don't have a stripe linked with VAPI. I make my payments through the dashboard.
You there ?
@Shubham Bajaj @bryant
Hello! Guys I haven't heard back yet, kindly help resolve this today. @Shubham Bajaj @bryant
s
It should be fixed @ripthajacker
I don't think there should be any issue anymore
r
Hello ? Can anyone help fix this issue please.
b
hi @ripthajacker , Stripe is flagging the payments with this: 
The cardholder began 3D Secure authentication but has not completed it.
r
Okay. Why is that happening ? I'm using a valid card to make the payment, it fails on VAPI.
b
its unclear what's causing it on Stripe's side, will have to do a deeper investigation but let me unblock you in the meantime
r
Yes Please.
@bryant @Sahil @Shubham Bajaj
Guys we are loosing a lot of time here. Need to resolve this ASAP please. @nikhil Can You please help with this ?
There was an open Invoice in our history for $115 and I paid it, suspecting that could be an issue but no. Need a fix ASAP Guys.
I just got this message after paying the $115. What does it mean $15000 Max Limit ?
Please look into this immediately. We never authorized anything or it to set a max limit of that sort.
s
it is fixed.
r
@bryant @Sahil @Shubham Bajaj Guys! We can't have our Account frozen every-time there's some technical/billing issue. Can any of you Please unblock the account while you investigate what is causing the issue.
b
@ripthajacker could you try to re-add your card
r
Okay. Just a moment
Nope. Still the same @User
@bryant @Shubham Bajaj Guys! Can You'll at least unfreeze or unblock my account while you investigate it ? I've got a couple of projects going on and this delay is really hurting the time we have on hand.
b
@ripthajacker have unblocked you again, it's likely we'll have to invoice you in the meantime
r
Thanks @User . Sure ! Invoice for the $88 ?
b
in the meantime yes, how many credits did you want to purchase?
i will adjust accordingly
r
I was on the pay as you go plan.
b
yes so the auto-reload should have kicked in but due to authentication issues they failed to go through
r
Okay. So my monthly usage will be deducted from the wallet credits ? Is this a temp fix ?
And You will invoice me for $100. correct ?
b
yes it is a temporary fix
i can invoice you for 100 or a different amount that you would like right now
r
Okay. $100 is fine!
b
i will set that up shortly, sorry about the troubles
r
No Problem. I hope it won't freeze again in 24 hours!
Thank You for the support.
@bryant @Shubham Bajaj @Sahil
l
@Vapi @Shubham Bajaj
@bryant - need help
k
You have to verify it with link and then press the tick button next to it.
l
I did - still does not work
k
mind sending me a loom?
l
I have send a full video to VAPI support and did not get concrete reply
k
Once you enter your payment information, be sure to click the checkmark to save your payment method. After you save your payment method, the button will turn into a pencil icon and then you will be able to purchase credits. I have attached some screenshots for clarity and if you need additional support please let us know. https://cdn.discordapp.com/attachments/1311303162052739123/1410011207212990584/payment2.png?ex=68af76c4&is=68ae2544&hm=9f398b70a78078ccfcb1989e1a113df912b782535a57ef73dd0136a4f101ff8f&
Please make sure you also click the checkmark button on your billing email once that is entered in. Both email and payment information fields need to have the checkmark clicked in order to purchase credits.
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