We are out of credits

What it is

When your message credits reach zero, your chatbots stop answering. Immediately, everywhere, with no grace period and no warning email.

What each audience sees is different, and the difference matters when you are diagnosing it:

• Visitors on the hosted page: "The assistant is temporarily unavailable. Please try again later." Nothing about your account or your bill.
• Visitors in the website widget: your configured fallback message, or a generic apology if you have not set one. There is no credits-specific message on this surface.
• Visitors on a messaging app: "I'm temporarily unavailable. Please try again later."
• You, in test chat: the real reason, naming billing, with a link straight to the Billing page.

Nothing is lost. Chatbots, knowledge, conversations, and customers are all untouched, and answering resumes the moment credits are available again.

When you would use it

When chats stop for everybody at once. That simultaneity is the clue — a knowledge problem or a widget problem affects one chatbot or one surface, whereas credits take out the whole account together.

Where to find it

Dashboard → Settings → Billing, as the account owner. The sidebar also carries a compact credits indicator that reads No messages left at zero.

Steps

1. Open Dashboard → Settings → Billing as the account owner.
2. Read the credits meter. If both your plan allowance for this period and any pack balance are exhausted, this is your problem.
3. Buy a credit pack. It is the fastest fix: a one-time purchase, credits arrive within seconds of a card payment, and unused ones never expire. See Buy more credits.
4. Or upgrade the plan if this is happening every month rather than once. Be aware of the timing rule in the next section.
5. Wait for the meter to update, then refresh.
6. Retry in test chat, then on a real visitor surface.
7. Before you close the tab, decide what stops it happening again — see the prevention section.

The upgrade timing trap

Upgrading your plan does not refill your credits today.

Every other limit — chatbots, knowledge, seats, actions, integrations — applies the moment the plan changes. The credit allowance is the exception: the higher allowance starts at your next renewal, and the credits you have already used this period still count against you.

So if you upgrade specifically because you have run out, you will still be out. Buy a pack as well. This is the single most common frustration on this page, and knowing it in advance saves an hour.

Nobody will tell you

There is no low-credit email, no exhausted-credits email, and no notification. The only warnings exist inside the product:

• The sidebar credits indicator, visible on every dashboard page.
• A banner on Settings → Billing once you drop below a fifth of your allowance: "You're running low on message credits. Top up to avoid interruptions."

If nobody on your team opens the dashboard for a week, nobody finds out until a customer complains. Plan for that.

Preventing a repeat

• Buy a pack as a standing buffer. Packs never expire, so an unused one costs you nothing and sits underneath your plan allowance waiting for the bad month.
• Put a reminder in your own calendar to check the meter, weekly or monthly depending on your traffic.
• Know your burn rate. Credits used divided by days elapsed, multiplied by days remaining, tells you now whether you will make it to the reset.
• Buy before a campaign, not during one. The worst time to discover the limit is the busiest hour of your launch.
• Make sure more than one person can act. Only the owner can buy credits. If that is one person who takes holidays, the buffer is not optional.
• Count your own testing. Test chat spends credits at exactly the same rate as a real visitor.

Limits and plan notes

Credits are per account, not per chatbot. All your chatbots draw on the same pool. To see which one is spending, use the Top Chatbots breakdown on the dashboard.

Plan credits reset on your billing cycle, not the calendar. If you are billed on the 15th, they refill on the 15th.

Unused plan credits do not roll over. Purchased pack credits do — they never expire.

Members cannot buy anything. Billing is owner-only, so a member who notices the outage can only report it. See Why Billing is missing.

Some plans are uncapped on credits, in which case this never happens to you.

A silent chatbot is not always credits. Credits are shared by the whole account, so if one chatbot is quiet while the others answer, the cause is that chatbot — paused, never trained, or reached through the wrong link. See The chatbot will not answer.

If nothing here works

Write to support with:

• the account owner's email address,
• what the credits meter shows right now, plan allowance and pack balance separately,
• the time of a failed conversation, with your timezone,
• the exact message the visitor saw,
• whether you bought a pack recently and when.

See Contact Support. Never include card numbers beyond the last four digits.

Common problems

Visitors say unavailable and Billing still shows credits.

Refresh Billing first. If the balance is genuinely not zero, it is something else: check whether the chatbot is paused, whether it ever finished training, and whether the widget is being refused on that page.

I bought a pack and nothing changed.

Refresh. Card payments credit within seconds; a payment method that settles later, such as a bank transfer, credits when the money arrives, which can be days.

I bought credits in the wrong workspace.

Credits belong to the account you paid as and cannot be transferred. Switch to that workspace to use them, or buy again in the right one — see Switch accounts.

Will running out delete my knowledge?

No. Nothing is deleted. An empty balance stops new answers and touches nothing else.

My teammate cannot see Billing to fix this.

Expected, and not something the owner can grant. Only the owner can buy credits.