🔍 Overview
After purchasing an OTTO credits top-up, you may notice that your credit balance has not updated — even though the payment went through. This article explains the most common causes and the steps you can take to resolve the issue without waiting for support.
💡 Why This Happens
There are a few known reasons why topped-up OTTO credits may not appear in your account:
- Cached quota data: The platform uses a fast-access cache to display credit balances. If this cache is not refreshed after your top-up invoice is processed, your new credits may not show immediately.
- Invoice processing delay: Credits are only awarded after your top-up invoice is marked as paid. If the invoice is still pending, credits will not be added yet.
- Billing expiry at time of purchase: If your subscription was expired or lapsing when you completed the top-up, credits may be held until your billing status is restored.
- Under-allocation on recurring top-ups: A resolved platform issue previously caused recurring top-up cycles to allocate fewer credits than purchased (for example, 10 credits becoming 9, then dropping further on the next cycle). This has been fixed, but older accounts may have been affected.
🚀 Steps to Resolve the Issue
- Confirm your invoice was paid. Go to your billing section and check that the top-up invoice shows a Paid status. If it is still marked as pending or failed, the credits will not be added until payment is successfully processed.
- Wait up to 5 minutes. After a confirmed payment, the system may take a few minutes to update your quota. Refresh the page before taking further action.
- Hard-refresh your browser. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to bypass your local browser cache and reload the latest data from the platform.
- Check your OTTO credits balance. Navigate to Avatar (top-right) → Billing → Plans & Top-ups and review your current credit balance. If the balance has updated, the issue is resolved.
- Log out and log back in. Signing out and back into your account forces a fresh session, which can clear any stale quota data cached on the server side.
- Verify your subscription is active. If your plan was expired at the time of the top-up, renew your subscription first, then check whether the credits are reflected. Credits purchased during an expired billing period may only activate once your subscription is restored.
⚠️ Known Issues Now Resolved
The following platform bugs have been identified and fixed by the engineering team. If your account was affected before these fixes were deployed, your credits should now be correctly allocated:
- Recurring top-up under-allocation: Recurring top-up cycles were awarding fewer credits than purchased across consecutive billing periods. This has been corrected.
- Top-up credits unusable after billing expiry: Credits added while a subscription was expired were blocked from being used. This has been resolved so credits are properly unlocked when billing is restored.
- Quota not reflected after invoice payment: A caching layer was preventing updated credit balances from showing immediately after a successful top-up payment. The cache refresh logic has been fixed.
✅ What to Check Before Contacting Support
Before reaching out, make sure you have confirmed the following:
- Your top-up invoice status is Paid, not pending or failed.
- You have waited at least 5 minutes and performed a hard browser refresh.
- You have logged out and back in to clear any session-level cache.
- Your subscription plan is currently active and not expired.
- You are checking the correct workspace — credits are tied to the workspace where the top-up was purchased.
🆘 Still Need Help?
If you have followed all of the steps above and your OTTO credits are still not showing correctly, our team can investigate your account directly. 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.
Please have the following ready to speed up the investigation:
- The date and time of your top-up purchase
- Your invoice number or payment confirmation
- A screenshot of your current OTTO credits balance
- The workspace name where the top-up was applied