Overview
Some customers have reported two separate but equally frustrating issues: credits being consumed without a clear explanation, and difficulties booking or receiving confirmation for 1:1 Zoom sessions and White Label training sessions. This article explains what to do in each case.
Why Did My Credits Disappear?
Unexpected credit consumption can occur due to platform-level behaviors that may affect your account balance without an obvious cause. If you notice a spike in credit usage that you cannot explain, it is important to act quickly so that our team can investigate and restore any credits lost in error.
What to Do If You Lost Credits Unexpectedly
Because unexpected credit loss requires a manual audit of your account, the most effective path is to escalate directly to our support team. To help us resolve your case as quickly as possible, have the following ready before you reach out:
- Your account name
- The approximate date and time the credit loss occurred
- The specific action or feature you believe triggered the usage
Our team can audit your account and issue a credit adjustment if the loss is confirmed to be caused by a platform error.
Unable to Book a 1:1 Zoom or White Label Training Session
If you were unable to book a 1:1 onboarding, strategy, or White Label training session, or did not receive a confirmation after completing the booking flow, this may be caused by a known issue with the session booking process.
To resolve your session booking issue:
- Do not attempt to rebook the same time slot without first confirming with support that your original booking was not registered, as duplicate bookings can cause conflicts.
- Check your email inbox and spam folder for any confirmation or calendar invite that may have been sent.
- If you still do not have a confirmed booking, contact our support team with your account name, the session type you were trying to book, and the date and time slot you selected. Our team can confirm your booking status and manually schedule your session if needed.
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.