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Billing and Credits

This page covers troubleshooting for billing, credits, invoices, and plan-related issues.

Credit balance issues​

Credit balance showing incorrectly​

Symptom: Your credit balance does not reflect recent purchases or usage.

Possible causes:

CauseResolution
Recent top-up not processedCredit top-ups via card are usually instant. Bank transfers may take 1–3 business days. Check your payment method for confirmation
Pending ExecutionsCredits are deducted when Executions complete. If Executions are still running, the balance may not have updated yet
Browser cacheHard-refresh the billing page (Ctrl+Shift+R / Cmd+Shift+R) to see the latest balance

Credits running out faster than expected​

Steps:

  1. Go to Settings > Billing > Usage to view a breakdown of credit consumption.
  2. Check which actions are consuming the most credits — Executions, scans, and API calls each have different credit costs.
  3. Review your Schedules — a high-frequency Schedule (e.g. hourly) on a large Target consumes more credits than a daily Schedule.
  4. See Credit Usage and Enforcement for the full credit consumption table.

What happens when credits run out?​

When your credit balance reaches zero:

  1. Active Schedules are paused — no new Executions are triggered.
  2. Guard scans are suspended.
  3. Dashboard access and historical data remain available.
  4. A notification is sent to all team admins.

To resume, top up your credit balance or enable Auto Top-Up.

Invoice issues​

Invoice not received​

Checklist:

CheckAction
Email addressVerify the billing email at Settings > Billing > Billing Contact
Spam folderCheck spam/junk for emails from billing@frugally.app
Invoice frequencyInvoices are generated monthly. Check the invoice date matches your expectations
Download from dashboardAll invoices are available at Settings > Billing > Invoices regardless of email delivery

Invoice amount seems incorrect​

Steps:

  1. Open the invoice and review the line items.
  2. Compare against your credit usage in Settings > Billing > Usage.
  3. Check if the invoice includes credits from auto top-up or a plan change.
  4. Contact support@frugally.app with the invoice number if the discrepancy cannot be explained.

Payment method issues​

Card payment declined​

Possible causes:

  • Insufficient funds
  • Card expired — update the card at Settings > Billing > Payment Method
  • Your bank blocked the transaction — contact your bank to authorise payments to "Frugally, Inc."
  • 3D Secure required — your bank may require additional authentication. Try the payment again and complete the 3DS challenge

Cannot update payment method​

Steps:

  1. Ensure you have the Admin role — only admins can update billing settings.
  2. Try a different browser or clear cookies — payment forms use a secure third-party iframe that may be blocked by browser extensions.
  3. Disable ad-blockers temporarily — they can interfere with the payment form.

Plan change issues​

Plan change not reflected​

Symptom: You upgraded or downgraded your plan but the dashboard still shows the old plan.

Steps:

  1. Hard-refresh the page (Ctrl+Shift+R / Cmd+Shift+R).
  2. Check Settings > Billing > Plan for the current plan status.
  3. Plan upgrades take effect immediately. Downgrades take effect at the end of the current billing period.

Cannot downgrade plan​

Possible causes:

  • Active Connections exceed the lower plan limit — Disable or remove Connections until you are within the target plan's limit.
  • Active Guard projects exceed the lower plan limit — Archive projects until you are within the limit.
  • Enterprise features in use — If you use features exclusive to your current plan (e.g. SCIM, SSO), you must disable them before downgrading.

Auto top-up issues​

Auto top-up not triggering​

Checklist:

  1. Verify auto top-up is enabled at Settings > Billing > Auto Top-Up.
  2. Check the threshold — auto top-up triggers when your balance drops below the configured threshold.
  3. Verify the payment method is valid and not expired.
  4. Check if the last auto top-up attempt failed — a failed attempt is logged in the billing history.

Unexpected auto top-up charge​

Cause: Your credit balance dropped below the configured threshold, triggering a top-up.

Steps:

  1. Review credit usage at Settings > Billing > Usage to understand what consumed credits.
  2. Adjust the auto top-up threshold or amount if the current settings don't match your usage patterns.
  3. See Auto Top-Up for configuration details.

Still stuck?​

Collect the following and contact support@frugally.app:

  • Invoice number (if applicable)
  • Screenshot of the billing page
  • Description of the expected vs actual behaviour