🔍 Review unexpected credit usage
Credits may be used when an action triggers processing, publishing, analysis, or another automated task. To investigate an unexpected reduction:
- Record the approximate time, workspace, project, and action that may have used the credits.
- Check recent activity, campaign, booking, and automation records for tasks created or completed at that time.
- Look for repeated runs, bulk actions, retries, or multiple users working in the same workspace.
- Compare the credit balance before and after the activity, if that information is available.
A large change, such as approximately 100,000 credits, should be reviewed with the exact timestamp and affected project so the team can trace the activity.
📅 Troubleshoot booking issues
If a booking does not complete, appears duplicated, or does not match the expected credit usage:
- Confirm the booking status and selected publication, package, date, and quantity.
- Check whether the page was refreshed or submitted more than once.
- Do not repeatedly retry a failed booking until its status is clear.
- Capture the booking ID, displayed error, timestamp, and the number of credits shown as used.
If credits were deducted but the booking failed or was duplicated, keep the affected booking details available for investigation rather than creating additional bookings.
📞 Check Brand Vault phone numbers
Published PR content may display a phone number with an unexpected extra digit, such as an additional “1” before an existing +65 country code. This can indicate a formatting or publishing issue rather than an intentional change.
- Open the affected Brand Vault record and review the saved phone number.
- Compare it with the original number and the number shown in each affected published PR.
- List every affected publication URL and note whether the error appears in the source content, preview, or live page.
- Avoid editing multiple records until the original and incorrect formats have been documented.
When reporting the issue, include the Brand Vault name, original phone number, incorrect published number, affected PR URLs, and publication dates. The team can then determine whether the source data or publishing process introduced the extra digit and advise on correction.
🧾 Prepare a useful report
Include screenshots or copied error messages when possible. For credit and booking concerns, provide the workspace, project, user action, approximate time, affected booking or campaign, and credit change. For Brand Vault concerns, provide the record name, expected value, actual value, and live URLs. Remove sensitive information that is not needed for troubleshooting.
💬 Contact support
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.