Troubleshoot AI Credits and Platform Credits
AI Credits and Platform Credits are different balances, so the quickest fix starts by identifying which balance the action is trying to use.
Open Settings → Credits and check the balances and activity shown there before repeating a failed purchase or AI request.
AI action says there are not enough credits
Check these items in order:
- review AI Credits left today;
- review the remaining AI Credits for the current billing period;
- compare those balances with the displayed cost of the AI action;
- check whether applicable Platform Credit fallback is available;
- confirm the action itself is currently available.
Included AI Credits are used before applicable Platform Credits according to the current credit rules.
The product shows the current charge before an eligible AI request. Deterministic Trade Intelligence analytics do not consume AI Credits.
Daily allowance is empty but monthly credits remain
A daily AI limit can block additional included-AI usage even when the monthly allowance has not yet reached zero.
Use the reset information shown in the signed-in account rather than estimating the reset time. After the daily allowance resets, the included balance can become available again subject to the account's current monthly allowance.
Monthly allowance is empty
If the included monthly allowance is exhausted, the next available path depends on the account's current credit state and the action being requested.
Check whether applicable Platform Credits are available before purchasing anything new. The product's displayed balance and charge are authoritative.
Purchased Platform Credits are missing
- Confirm the Platform Credit checkout completed successfully.
- Return to Settings → Credits.
- Review Platform Credit Activity.
- Refresh the page once.
- Allow a short period for payment confirmation and synchronization.
- Do not create repeated top-up payments while the completed transaction is still pending synchronization.
If the purchase succeeded but the balance remains missing, open a Support Ticket with the approximate payment time and the visible transaction reference.
Never send full card details, private wallet keys, seed phrases, or other payment credentials.
Platform Credit balance changed unexpectedly
Review Platform Credit Activity before assuming credits disappeared.
Platform Credits can be used for eligible product actions according to the current pricing rules. Buying credits with crypto can grant a larger credit pack, but spending those credits later still uses the normal Platform Credit price for the item.
If an activity entry is unclear, include the visible activity description and approximate time in a Support Ticket.
Credits were deducted but the AI result did not appear
Do not repeatedly rerun the same request immediately.
- refresh the relevant feature once;
- check whether a completed result or saved report was created;
- review Credit Activity when available;
- note the analysis/action type, instrument or Playbook, approximate time, and visible error message;
- open a Support Ticket if no result exists and the credit deduction remains.
This gives Support enough information to investigate without creating additional charges from repeated attempts.