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⚠️ Your wallet is frozen. Click here to purchase m...
# support
t
need help with this. my client is waiting!!
v
To unfreeze your wallet and continue using Vapi: 1. Go to the [Vapi billing page](https://dashboard.vapi.ai/org/billing/credits). 2. Enter the amount you want to purchase in the 
credits
field and complete the transaction. This should immediately add credits to your account and resolve the frozen wallet issue. If you need further help, let me know! Source: - [Changelog November 30, 2024](https://docs.vapi.ai/changelog/2024/11/30)
u
I tried to buy more and can't
Hello? Anyone here from support?
t
this is insane. so the account is frozen, it wont let me add credits. you think im not tryint to do exactly what you saying??
is there a number i can call???
My account is blocked after failed payment attempts. I have a live client and need billing restored immediately. I am trying to add a valid card but it’s not going through. Please remove any temporary lock or restriction.
i just made a new account all good
c
Hi, Glad you found out a workaround. Also if you want us to look for your old account with issue "wallet is frozen" , please share your org id. We are happy to assist you.
u
is it me or does vapi support stink
I've added a visa payment wallet and trying to buy more credits and can't. They really need to fix their platform to handle payment issues ASAP
c
Hi, I completely understand your frustration, and we sincerely apologize if anything didn’t meet your expectations. Please allow me to take this up as a priority and assist you further. Could you kindly share your Org ID so we can look into this more closely?
u
I already emailed all the details to support, spent over an hour on it yesterday. I trust and hope this will be resolved ASAP. If this was a live real client the lack responsiveness to address would be a serious problem. A live support agent with screen share could probably have solved this problem in 5 min.
Well I thought it would be resolved over night but no email so I will also attach it here and see if you can revolve it. See below...Org ID: 456a1989-763d-4371-8c3d-417ec63b3ee2 Wallet balance: -$0.12 (frozen) Error: couldn't purchase credit, please enter payment method I added a card and it appears under Payment Methods; tried multiple browsers; still blocked. Please reattach/confirm default payment method for wallet top-ups or clear the billing lock so I can add credits.
Org ID: 456a1989-763d-4371-8c3d-417ec63b3ee2 Wallet balance: -$0.12 Exact UI error: “couldn't purchase credit, please enter payment method” Browsers tried: Chrome + Firefox Payment methods: card(s) visible under Billing → Payment methods
So you never got the issue resolved?
Hey team (cc @User ), I already posted in #1211483291191083018 a couple days ago about my wallet being frozen in negative balance. I’ve tried multiple times to add funds / update payment method in the dashboard but it keeps failing. No response from support yet. This is now day 3 with zero calls possible on my assistants. I’m actively building a multi-business AI appointment booking service (Vapi + multiple Google Calendars + voicemail fallback flows) and this downtime is killing my momentum and testing. As a small YC startup with ~50 people, I wouldn’t expect support on basic billing issues to take this long — especially when the product is all about fast, reliable voice agents. Can someone from the team please escalate this immediately and unfreeze my wallet? Happy to jump on a quick call or provide any screenshots / account details needed. Account email: acurtis.acurtis@gmail.com Thanks — really need this resolved today so I can keep building.
j
u
It's been three days to resovle a simple reload credit/payment issue. Makes me really wonder what kind of company vapi is if they can't address these simple customer support issues responsively. I've tagged @User one of co-founder but still response. You should also tag to get his attention. This seems to be an ongoing known issue...
c
Hi adkcurtis, I have fixed your account 456a1989-763d-4371-8c3d-417ec63b3ee2 Please check
u
Hi Oshi, Thank you! Thank you! Thank you! I can get back to my project. @nikhil I see it is fixed now and I was able to add more funds. Please advise how I can prevent this from ocurring in the future. If I get a warning prior to going negative (assuming that was the issue) then I can make sure to have plenty of balance / funds. Have a good day!
c
Hi, Please make sure to add credits whenever your balance reaches the minimum threshold to avoid any interruption in service. Thank you
u
OK, what is the miniumum and will I get an alert message. Nevermind, I setup the auto reload feature so all set.
c
Hi, At the moment, there is no alert feature available yet for low balance or threshold notifications. However, to help avoid this scenario, we strongly recommend enabling auto-pay / auto-recharge. This ensures credits are automatically added before your balance goes below the minimum threshold, helping prevent service interruptions or frozen account issues.
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