Credits and billing
Explain a charge, held output or a missing credit
Reconcile your balance using the account history.
Before you start
Have the approximate time and property or purchase reference ready.
Follow these steps
Check whether the item is a credit purchase, reload, pin, mailed piece, grant, refund or adjustment.
Compare the purchase status with the balance. A pending payment is different from available credits.
For a property, read whether it is waiting for credits or held for another reason.
Check your company’s current rates rather than applying an advertised example or another shop’s rate.
If something still looks wrong, send support the transaction time, amount, property and a screenshot of the record.
You can explain the entry or give support enough information to investigate it.
If something looks wrong
- Adding funds did not release mail? Check branding, pricing, design review and Waiting for your release as well.
- Do not send full payment credentials with the report.
RELATED WALKTHROUGH
Manage credits and payment settings
A narrated overview of this workflow using actual app screens and demo data. The written steps above cover this article’s specific task.
Synthetic voice narration. Captions are included in the video; an English caption track is also available.
Read the video transcript
Start with the payment method
Company settings, then Billing, is where you manage your payment method and authorization. Only the appropriate company administrator should make these changes.
Read your own account
Open Credits to review your balance, waiting work and purchase controls. Use the rates and offer shown on your own account. Company-specific pricing can differ.
Choose your reload settings
Auto-reload can buy more credits according to your saved preferences. Review the threshold, amount and daily limit. It still depends on successful payment.
Confirm the purchase
Buy once and wait for the result. Check the purchase status and balance. A bank payment may still be clearing; do not repeat a purchase just to refresh the screen.