Troubleshoot Orbit and credits

Use this page when Orbit, Spacebrain's built-in AI assistant, stops, won't make a change, or uses more credits than you expected. Find what you see, try the fix, and contact support if it continues. It's for anyone who uses Orbit, and for workspace owners who manage credits.

Quick facts

• Orbit uses credits from your workspace. The message box shows an estimate before you send, such as 1 credit, and tools Orbit uses can add more.
• Important changes wait for your approval on a Ready for review card. Nothing runs until you select Confirm.
• Needs you in the Orbit panel lists everything waiting on you.
• Workspace owners and admins see balances in Settings → Usage and Settings → Billing.

For how Orbit works, see Orbit, your AI assistant.

Orbit says I'm out of credits

You see: You're out of credits for now with a View billing link, or Orbit's status shows Out of credits for now.

Why: the workspace's credit balance is used up, or a monthly spend limit with Hard stop at limit has been reached.

Fix:

1. Select View billing, or ask a workspace owner or admin to open Settings → Billing.
2. An owner or admin can select Top Up Credits to buy more, or change the plan.
3. If you see Monthly spend limit reached, an owner can raise the limit in Monthly spend limit, or wait until next month.
4. Send your message again.

On the Free plan, credits are a one-time welcome amount and top-ups aren't available. Upgrade to a paid plan to keep using Orbit.

In an agency sub-account, the agency may control credits. Ask your agency.

Orbit isn't available in my sub-account

You see: AI Chat is not enabled for this sub-account. Contact your agency to enable it.

Fix: ask your agency to turn on AI chat for your sub-account.

A change I approved says it's no longer available

You see: This action is no longer available on a review card, or items under Out of date in Needs you.

Why: the record changed after Orbit prepared the change, so running it could overwrite newer information.

Fix: select Dismiss, then ask Orbit to prepare the change again so it uses the current data.

A change didn't finish, or I'm not sure it did

You see: Needs attention — verify the current result, or items under Didn't complete or Check the outcome in Needs you.

Why: something failed partway, or Orbit couldn't confirm the result.

Fix:

1. Open the record or page the change was for, and check what's actually there.
2. Only ask Orbit to try again if the change isn't there. Orbit never retries uncertain actions by itself, so you won't get it twice unless you ask.
3. For a failed item, open it to see why before trying again.

Orbit is waiting and nothing happens

You see: Waiting for your approval or Orbit needs a detail.

Fix: open Needs you in the Orbit panel. Approve or dismiss the waiting change, or answer Orbit's question in the conversation.

My chat disappeared or won't load

You see: This conversation is unavailable in the current workspace.

Fix: switch back to the workspace where you started the chat. Each workspace has its own chats. Or start a new chat.

You see: Your workspace or sign-in changed. Reload the conversation before replying.

Fix: select Reload conversation, then reply.

Orbit can't find a record I can see

Fix: in the message box, type @ and choose the record from the list. Or open the record and select Ask AI. Orbit can only use records your role can open.

Credits went down more than expected

Why: tools Orbit uses, scheduled Orbit jobs, AI fields, email verification, calls, and other AI features all use credits from the same balance.

Fix:

1. Go to Settings → Usage and look at which feature used the credits, and when.
2. In Orbit, open Activity and check for scheduled or repeating requests. Stop any you don't need.
3. Check automations that use AI steps and any AI fields set to refresh automatically.
4. To stop surprises, an owner can set a Monthly spend limit, choose Notify at a percentage of the limit, and turn on Hard stop at limit. A hard stop blocks new credit-using actions, but calls already in progress aren't interrupted.

While Orbit works, the running total shows something like 3 credits used · 12s. If it says verifying total, the final number is still being checked.

Low-credit warnings

You may see a banner such as Low Credits, Credits Critical, or Credits Exhausted. When credits run out, some features are limited. An owner or admin can select Top Up or Upgrade Plan in the banner.

Contact support

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

• Workspace name.
• What you asked Orbit and roughly when, with time zone.
• The exact message on screen.
• For credit questions, the period and the feature shown in Settings → Usage.

Don't paste customer details into the request. Describe the record type and its ID instead.

Next step

Learn about plans and credit usage in workspace, billing, and usage.