A clear path forward
Why did my top-up add fewer credits than I bought?
If you had a negative grace-credit balance, your top-up goes toward repaying it first. Only the credits left after that repayment become available for new usage.
For example, say your grace-credit balance is -$27 when you add $50 in credits. The first $27 clears that balance, leaving $23 before any further usage. That $27 covered earlier usage that kept your published apps online after your available credits ran out.
This can make credits appear to have been used as soon as you buy them, even if you have not started new work. Check the balance due shown when you buy a top-up to see how much will go toward repayment.
Did this get you unstuck?
Still stuck?
See what to include and open a support ticket.
Still stuck?
See what to include and open a support ticket.If this page did not solve it, contact Support and describe what you were trying to do and what happened, in your own words. You do not need to gather anything in advance.
Include in your ticket, if you know it
- What you were trying to do
- What happened, in your own words
- What you have already tried, if anything
Copying is optional. No ticket is submitted and no files are attached automatically; send your request in the support form.
Do not include passwords, API keys, or payment-card details.