Troubleshoot billing and usage

Use this page when you can't finish paying, credits don't appear, usage looks too high, or an invoice doesn't make sense. Find what you see, follow the fix, and contact support if it's still wrong. It's for workspace owners, admins, and agency owners who manage billing.

Where billing lives

• Settings → Billing shows your plan, payment methods, invoices, credit top-ups, promo codes, and spend limit.
• Settings → Usage shows where credits were spent.
• Billing is usually managed by the workspace Owner or an Admin.

Never send card numbers, bank details, or payment account passwords to support. The last four digits of a card and an invoice number are enough.

I can't finish choosing a plan or paying

Fix:

• Check you're signed in to your own account, not a client sub-account.
• Go back to choosing a plan and pick one that's currently offered.
• Allow the payment form to load. Complete any bank check that pops up.
• Check your billing address and card details in the payment form.
• If your card is declined, contact your bank. Spacebrain can't override a bank's decision.
• Don't submit several payments while one is still processing.

The Free plan doesn't need a card. Paid plans continue to payment setup. For Enterprise, use Contact us on the plan page.

The Billing page is read-only or missing buttons

Why: your role doesn't include billing, or you're in an agency sub-account where the agency manages billing.

Fix: ask the workspace owner, or your agency. In a sub-account, the agency's billing setup decides whether you or the agency manages the plan.

My credits didn't arrive

Fix:

1. Check you're in the right workspace.
2. Look for the top-up in your transaction history. You should have seen Successfully added with your new balance.
3. Refresh the page once after payment finishes.
4. For a promo code, check you selected Confirm & Redeem. Invalid promo code means the code was mistyped, expired, or already used.
5. For an agency sub-account, ask your agency whether your credits come from a monthly allowance or a cap.

Don't buy credits again until you know whether the first payment went through.

On the Free plan, you get one-time welcome credits and can't buy top-ups. When they run out, upgrade to a paid plan.

Usage looks too high

Fix:

1. In Settings → Usage, note the period, the feature, and when usage jumped.
2. Pause anything that could keep spending, such as campaigns, AI agents, dialers, enrichment, email verification, or scheduled Orbit requests.
3. Compare with the actual records: call logs, messages sent, automation runs, imports.
4. Look for automations that loop or retry, test traffic, a newly public agent or page, or work done in the wrong workspace.

Usage totals can take a little while to catch up. Compare full days, not the last few minutes.

A spend limit is blocking work

You see: Monthly spend limit reached or Approaching monthly spend limit.

Why: the owner set a Monthly spend limit. With Hard stop at limit on, new credit-using actions are blocked until next month. Calls already in progress are never cut off.

Fix: an owner decides whether to raise the limit, turn off the hard stop, top up, or wait. Don't work around it by using another workspace.

I see Low Credits or Credits Exhausted

Fix: an owner or admin selects Top Up (or Top Up Credits) in the banner or in Settings → Billing, or selects Upgrade Plan. Some features are limited while credits are exhausted. Phone numbers that can't renew are paused until credits are added.

An invoice, renewal, cancellation, or downgrade is unclear

Fix:

1. Note the invoice or subscription ID, amount, currency, date, and plan.
2. In Settings → Billing, check for Subscription Cancellation Scheduled or Subscription Downgrade Scheduled. These show the date the change takes effect. You can select Undo Cancellation or Cancel Downgrade before then.
3. Don't assume a refund or end date until Billing shows it or support confirms it in writing.

Agency and client totals don't match

Why: agency pools, per-client allowances, bonus credits, soft limits, hard caps, and markup all count differently.

Fix: compare the same period and the same unit (credits or money). Your markup isn't the same as your cost. Export a record before you change a client's plan or billing setup. See agency rebilling.

Contact support

Open Help & support, select Contact, or see contact support. Include:

• Workspace or sub-account, and your role.
• Plan and billing period, with time zone.
• Invoice, subscription, or transaction ID.
• Amount and currency.
• What you expected and what you see.
• The exact error.

Remove your address and all payment details from screenshots.

Next step

Read workspace, billing, and usage for how plans and credits work.