Hugo
Hugo4w ago

[URGENT] Risk of service interruption – credit reset needed today

Hi Voiceflow team, I’m facing a critical issue with my account and I urgently need support. My subscription is set to reset tomorrow, but I have less than 400 credits left right now. I cannot upgrade my plan due to a bug already reported to support. If my credits run out today, more than ten chatbots currently live on my clients’ websites will immediately stop working. I’ve already been in contact with Alka from the support team, but given the urgency, I wanted to also post here to get more visibility. Could someone from the team please help me reset my credits today or apply a temporary solution so there’s no downtime? Thanks in advance for your quick help — this is really time-sensitive.
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Tico | Voiceflow Assistant
Hi – totally understand the urgency here, below is what you need to know and a few practical ways to avoid any downtime today: How the credit system works • Credits only refresh at the moment your workspace’s billing cycle renews (00:00 UTC on the renewal date).
• There’s no way to “top-up” or force-refresh credits mid-cycle, and extra credits can’t be bought outside of an upgrade.
• If the workspace reaches 100 % usage all hosted agents immediately stop responding until the new cycle begins.
(Ref: docs.voiceflow.com → Billing > Credits → “What happens if I run out of credits?”) Options to stretch the ~400 credits you have left 1. Temporarily un-publish or pause the lowest-priority chat widgets so only the essential bots stay live.
2. Minimise LLM/TTS usage for the remaining hours:
• Swap Prompt/Agent steps for static Message steps where possible.
• Disable auto-start welcome messages that invoke an LLM.
3. Turn off any test or staging traffic and close the builder preview to stop background calls.
4. If your front-end uses the Dialogue Manager API, add a short-term “maintenance” fallback so users see a static response instead of triggering new requests. About upgrading Upgrading to a higher credit tier is the only mechanism that grants additional credits before reset. Since you’re already in touch with Support about a bug in that flow, keep that ticket open so they can apply any manual override if needed. Once the subscription renews tomorrow your credit balance will automatically reset and all agents will resume normal operation. Docs for reference:
• Credits overview & FAQ – https://docs.voiceflow.com/docs/credits
• Optimising credit usage – https://www.voiceflow.com/lessons/what-are-credits Hope this helps you bridge the gap without any service interruption!

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