f
Not letting me sign up for normal accoutn keeps me on trial. No matter how much money I am putting in, it keeps me on the free account?
v
Hi there! 👋 I understand how frustrating it can be when your account isn't upgrading as expected. I don't have access to your specific account details, but I can definitely help explain some common reasons why an account might stay on trial status despite adding funds. Based on the information I found, here are several possible reasons why your VAPI account might not be upgrading from trial status: 1. **Wallet Frozen Status**: Your wallet might be marked as frozen if your credit balance is negative. According to the [billing FAQ](https://docs.vapi.ai/billing/billing-faq), "Frozen wallets are unable to make calls or purchase add-ons." 2. **Payment Processing Issues**: There might be an issue with the payment processor. Some users have experienced similar problems where they added credits but their account remained frozen, requiring intervention from the accounts team, as mentioned in [Discord conversations](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336565895266435135). 3. **Billing System Migration**: VAPI switched to a new "top up" payment system. You might need to actively migrate by clicking "Switch to Credit Based Billing" and making a payment, as noted in the [changelog](https://docs.vapi.ai/changelog/2024/10/10). 4. **UI Bugs**: There might be bugs in the VAPI UI that prevent settings from being saved correctly, potentially affecting the upgrade process, according to [user reports](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336339138898694184). 5. **Billing Information Issues**: Outdated or incorrect billing information can cause transactions to fail, preventing the upgrade, as mentioned in [support threads](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1328923059905630238).
The most effective solution would be to contact VAPI support directly. When reaching out, be sure to include your organization ID, which will help them look up your account details. Several users with similar issues had them resolved after contacting support. Is there anything specific about these potential issues that you'd like me to explain further? Sources: - [billing FAQ](https://docs.vapi.ai/billing/billing-faq) - [Discord conversations](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336565895266435135) - [changelog](https://docs.vapi.ai/changelog/2024/10/10) - [user reports](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336339138898694184) - [support threads](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1328923059905630238)
f
I have made thousands of calls off the account and always have money in balance but always says free plan, doesnt show where to change that either horrible way of getting people to upgrade
k
Hey Frontline AI, could you please share your organization ID? I'll convert your account into Pay-As-You-Go from then on, you can use credits, and you can purchase credits to continue using VAPI services.