## **🔍 Overview**

Some agency whitelabel accounts display a full AI credit balance yet are unable to use those credits. This issue is most common on **Agency Starter** plans and can affect any client account managed under your whitelabel workspace. This article explains why it happens and walks you through the steps to resolve it.

## **💡 Why This Happens**

The AI credit display on a whitelabel account reflects the **allocated quota** — the amount you have assigned to that account. However, if the underlying quota configuration is not correctly synced between the parent agency account and the client sub-account, the credits appear available but are blocked at the usage level. Common triggers include:

- The Agency Starter plan's AI credit pool was reset or adjusted without re-syncing allocations to client accounts.
- A previous billing cycle change left the sub-account quota in a zero or locked state despite the dashboard showing credits.
- The whitelabel account was created or modified while a plan upgrade or renewal was processing.

## **⚙️ How to Check Your AI Credit Allocation**

1. Click your **avatar** in the top-right corner of the platform to open the Account Menu.
2. Select **Team Members** or navigate directly to **/settings**.
3. Locate the affected whitelabel account (e.g., Castelo Portraits) in your client account list.
4. Review the AI credit allocation shown for that account. Confirm that a non-zero value is saved and active — not just displayed.

## **🛠️ Steps to Resolve the Issue**

1. **Re-save the credit allocation:** Open the whitelabel account settings, clear the current AI credit value, re-enter the desired amount, and click **Save**. This forces a fresh sync between the parent account and the sub-account.
2. **Verify the parent account balance:** Ensure your main Agency Starter account has sufficient AI credits available to cover the allocation. If the parent pool is at zero, replenish it before re-allocating.
3. **Log out and log back in:** After saving, ask the affected client (or switch to their account) to log out and log back in. This clears any cached quota state on their session.
4. **Test a small AI task:** Once back in the account, attempt a low-cost AI action (such as generating a short content brief) to confirm credits are now active and deducting correctly.

## **🔄 Preventing This Issue in the Future**

- After every plan renewal or upgrade on your agency account, revisit your client credit allocations and re-save them to ensure they remain in sync.
- Avoid modifying credit allocations during active billing transitions — wait until a new cycle is fully confirmed.
- Periodically audit your whitelabel accounts under **/settings** to confirm allocations reflect intended values.

## **🆘 Still Experiencing the Issue?**

If you have followed all the steps above and the affected account still cannot use AI credits, our team can investigate the quota sync at the account level. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.