Hi there
It looks like any existing credits are zeroed out when new credits are purchased.
Yesterday, I purchase 90k credits, and in my balance, it showed 90k not taking into account existing ones.
This is the second time I notice this behaviour, The first was when I renewed my subscription, which I did send a support ticket on but received no response.
Kindly check and let me know
Thank you.
I have double-checked your account and found no errors on the credits. I can see that three sites are using translation credits and have assigned translation credits, which might be the reason why you see your credits zeroed out.
If you continue seeing the issue, then I kindly ask you to create a video reproducing the problem and share the link to the video in your next message. That will allows to try reproducing it.
Our specialists reviewed your transaction history, and everything seems to be correct. The confusion is almost certainly the renewal top-up mechanic.
However, we would like you to provide more specific information about the problem:
- What do you believe went missing
- Which date
- What balance did you expect
- What did you see instead
I keep getting this email despite already informing you that I will get back to you when I purchase the next batch of credits:
Hi Jeffrey,
On the credit balance updates after new purchases, we shared some steps to clarify what went missing and are awaiting any new details from your next reload.
Has anything changed on your end since our last reply?
