Buy more credits

What it is

A credit pack is a one-time purchase that tops up your message credits. It is not a subscription, it does not renew, and — unlike your plan's monthly allowance — the credits it buys never expire.

Packs sit underneath your plan allowance. Each period, Agentency spends the plan's credits first and only draws on your pack balance once they are gone. That means buying a pack early costs you nothing: if you do not need it this month, it is still there next month.

The current pack size and price are on the add-on card on Settings → Billing and on the pricing page. Both read from the live catalogue, which is why they are not repeated here.

When you would use it

Before a campaign. You know traffic is coming; buy the buffer in advance and never think about it again.

Mid-month, when you have run out and your plan is otherwise the right size. A pack is the cheap answer to "one busy month", where a tier upgrade is the answer to "every month is like this now".

Immediately after an upgrade that did not fix the problem. Changing plan mid-period does not refill your current allowance — it raises the ceiling from your next renewal. If you upgraded today because you ran out today, you still need a pack to get moving. This trips people up regularly.

Not when a different limit is what is actually blocking you. "I cannot create another chatbot" and "my upload was rejected" are the chatbot and knowledge caps, and credits will not touch either. See Extra chatbots and extra knowledge.

Where to find it

Dashboard → Settings → Billing, on the add-on cards. The credits card is badged One-time, which distinguishes it from the extra-chatbot and extra-knowledge cards badged Monthly.

Owner-only. A member cannot buy credits, so if a teammate spots that the chatbot has stopped, they need to tell you.

Steps

1. Open Dashboard → Settings → Billing as the account owner.
2. Confirm credits really are what you are short of by reading the meter at the top. Buying the wrong add-on is the most common mistake on this page.
3. Find the message credits add-on card, badged One-time.
4. Set the quantity with the stepper. The card shows the resulting total before you commit, so check that figure rather than doing the arithmetic yourself.
5. Start checkout. You are handed to a secure hosted payment page — no card details are ever typed into Agentency itself.
6. Complete the payment.
7. Return to Billing and wait for the meter to update. Credits land when the payment is confirmed, not when you click the button.
8. Retry whatever failed. If your chatbot had stopped answering, it resumes at once.

When the credits actually arrive

For a card payment, effectively immediately — a few seconds, plus however long your browser takes to refresh.

For a payment method that settles later, such as a bank transfer, the credits arrive when the money does, which can be days. If you need capacity today, use a card.

Either way, the arrival is triggered by the payment being confirmed rather than by you returning to the dashboard. Closing the tab too early does not lose your purchase.

Packs versus upgrading

Both add capacity, and they are not interchangeable:

	Credit pack	Plan upgrade
Billing	One-time	Recurring
Adds	Credits only	Credits, chatbots, knowledge, actions, seats, integrations
Expires	Never	Allowance resets each period
Effect on this period's credits	Immediate	None — takes effect from the next renewal
Best for	A one-off spike	A permanently higher baseline

Rule of thumb: if you have run out twice in a row, you have outgrown packs and should look at the tier. If this is the first time in six months, buy a pack.

What you will see

An add-on card with a quantity stepper, the resulting total, and the current price. After checkout, Billing shows the increased balance, and the pack appears as its own line on your invoice — see Payment method and invoices.

Any bonus credits granted by support also appear on the meter, labelled as a bonus, without your having bought anything.

Limits and plan notes

Packs never expire and never reset. They are the only credits that survive a period roll.

There is an upper limit on quantity per checkout. It is a safety rail against a mistyped number rather than a real ceiling. If you genuinely need more than the stepper allows, buy twice or look at the tier.

Checkout is rate-limited. If you get a "too many attempts" response, wait a moment — this is the checkout limiter, unrelated to sign-in.

Buying credits changes nothing else. Your chatbot count, knowledge size, seats, actions, and integrations all stay exactly as your plan sets them.

Credits are per workspace. If you have several workspaces, credits bought in one are not available in another and cannot be transferred. Check the account switcher before you pay.

Common problems

I paid and the meter did not move.

Refresh Billing. If it still has not moved after a minute and you paid by card, check your inbox for a receipt to confirm the payment actually completed, then contact support with the approximate time. Never send card numbers.

I bought a pack in the wrong workspace.

The credits sit with the account you paid as, and they cannot be moved. Switch to that workspace to use them, or buy again in the right one — see Switch accounts.

Checkout says too many attempts.

Wait a minute and try once. Repeatedly retrying makes it worse.

Can I buy a pack on the free plan?

If the add-on card is offered on your Billing page, yes. It raises your credits only — every other free-plan limit, including the lack of integrations, is unchanged.

Can I get a refund on unused credits?

Packs are consumable and do not expire, so there is nothing to lose by holding them. If you have a genuine billing problem, raise it through contact support.

Do packs renew automatically?

No. That is the point of the One-time badge. If you want a permanently higher allowance, change plan instead — see Upgrade or downgrade.