Skip to main content
Credits are how Connie measures and charges for work. Every time Connie does something that costs money to run — an AI reply, a data lookup, a workflow step, importing leads — it uses some credits. Think of them like prepaid minutes on a phone plan: your plan tops up the balance, and work draws it down. Each workspace has one shared credit balance. Everyone in the workspace spends from it, whether they use Chat, workflows, agents, or Connie from another AI app. Where: Settings → Billing → Credits · https://connie.ai/<workspace-id>/settings?tab=plans (owners and admins)

​
How you get credits

Plan credits are added subject to the rollover cap. Some accounts approved from the waitlist also get bonus credits, shown in Logs as “Early access credits added”.

​
Two kinds of credits

The Credits section of the Billing tab shows Available credits (your total), then the two parts:
  • Plan credits — from your plan, trial or the Free plan. Shown as Plan credits on a paid plan, Trial credits during a trial, or Free credits on Free, as “N/[cap] credits” with a bar and “N% of plan credits left” (or “trial” / “free”). They roll over within the cap and don’t expire while the workspace exists.
  • Top-up credits — shown as Bonus & top-up: credits you bought, plus early-access bonuses, other grants and refunds returned to this balance. They never expire and don’t count toward the cap.
Connie always spends plan credits first, then top-up credits. Your total balance is the two added together.

​
The rollover cap

Unused plan credits carry over to the next billing period, up to a cap of 2× your plan’s credit grant:
  • Monthly plans: 2× the monthly credits (Starter — 2,500 credits → cap 5,000).
  • Annual plans: 2× the annual grant, which is 24× the monthly credits (Starter — 2,500 credits annual → cap 60,000).
When a new grant arrives, it only adds what fits under the cap. The rest of that grant is lost and can’t be recovered later. Credits you already have are never taken away. Example on Starter — 2,500 credits (cap 5,000):
  • You have 1,000 plan credits left at renewal → you get the full 2,500 → 3,500.
  • You have 4,000 plan credits left → only 1,000 is added (to reach 5,000). The other 1,500 are lost.
  • You have 6,000 plan credits (for example after moving down from a bigger plan) → nothing is added, and you keep your 6,000.
The Billing tab says this too: “Your plan includes 2,500 credits each month. You can roll over up to 5,000 credits when your billing cycle refreshes.” Confirmation dialogs warn you before an upgrade or downgrade if part of a grant won’t fit.
Top-up credits never count toward the cap, and Connie spends plan credits first. Buying a pack never causes a plan grant to be lost.

​
What uses credits

If a tool call fails, or Connie set credits aside for a job and didn’t use them all, the unused credits are given back automatically. You’ll see these as refunds in Logs (“Credits refunded · failed tool”, “Credits refunded · unused reservation”).

​
Check your balance

  • Owners and admins: Settings → Billing → Credits shows Available credits, Bonus & top-up, and plan credits against the cap, with links to View credit usage and Manage auto top-up.
  • Members: opening the Billing link (https://connie.ai/<workspace-id>/settings?tab=plans) shows “This workspace has N credits” or “This workspace is out of credits”.
  • Low-balance alerts: on a paid plan or trial, owners and admins get “Credits running low” when the balance falls to 20% of the plan’s monthly credits, and “Credits critically low” at 5%. On any plan, including Free, they get “Out of credits” when the balance reaches zero. Each alert is sent at most once a day. Choose how you receive them under Credit balance warnings in Notifications.

​
See where credits went (Logs)

Where: Settings → Logs · https://connie.ai/<workspace-id>/settings?tab=logs (owners and admins) The Credit usage log lists “Every credit movement in this workspace, traced to the exact action that caused it.”
  • Summary tiles: Credit used, Credit added, Net change, Events for the selected period.
  • Table columns: Action (for example “Used tool · Search Internet”, “Enriched record · Get Company”, “Generated AI response”), Date & time, Context, Triggered (the member, or System for automatic activity such as workflows and grants), Category (AI, Enrichment, Workflow, Tool / Integration, Grant, Purchase, Refund, Adjustment) and the credit amount.
  • Filters: period (Today, Last 7 days, Last 30 days — the default — Current billing period on a paid plan, or Custom range), Used / Added / Refunded / adjusted, category, action, Triggered by, where it happened (for example AI chat, Agent, Workflow, Records, MCP, API key), and Credits per event.
  • Sort by newest, oldest or most credits.
  • Export CSV downloads everything matching your filters (up to 100,000 rows).
  • Click a row for details, including Balance after and a link to the related record or workflow.
Owners and admins also see a small credits pill on a record’s details panel, showing how many credits were spent on that record.

​
When you run out

When the balance reaches zero, anything that costs credits stops: Chat replies, agents, priced tools and workflow steps. Your data, records and settings are untouched, and free actions keep working. A red banner appears: Credit balance depleted (“No credits available.”) or Negative credit balance. Its button depends on who you are and your plan: Other messages you might see:
  • In Chat: “Your credit balance is depleted. Go to Settings → Billing to continue.”
  • Running a workflow: an Insufficient credits dialog with Current balance, Required and Shortfall. An admin’s button opens Billing in a new tab (“Plans opened in a new tab. This flow stays here — run it again once the credits arrive.”).
  • When a workflow is started from a connected AI app or the API: “Insufficient credits. This flow requires X credits but your balance is Y.”

​
Negative balance

A balance can dip slightly below zero when a job that was already running finishes after the credits ran out. The Billing tab then shows “N credits overdrawn. Your next credits pay this back first.” The next credits you get cover the overdraft first.

​
Good to know

  • Credits belong to the workspace, not to a person. They can’t be moved between workspaces.
  • Credits stay when you downgrade or cancel. Plan and top-up credits remain usable on the Free plan. The one exception: unused trial credits are removed if a trial ends without converting.
  • Free credits don’t refill. To get more on Free, start the trial or choose a plan.
  • Only owners and admins can buy credits, change the plan or see Logs.

​
Troubleshooting

Why: the grant only adds what fits under your rollover cap (2× your plan’s credits). The rest of that grant is lost. Fix: nothing can bring back a lost grant. In future, buy top-ups for extra credits — they don’t count toward the cap.
Why: the cap applies to upgrades too. The confirmation dialog warns when only part of the credits will be added. Fix: see the cap rules above; you were charged the price shown in the dialog.
Why: you kept credits from a bigger plan or an earlier period. Credits you hold are never removed; new grants just wait until you’ve spent below the cap. Fix: nothing — use them as normal.
Why: the balance hit zero. Fix: owners and admins: follow the banner button (trial, plan, or Add credits). Members: click Ask an admin.
Why: members can send one credit request per day. Fix: contact your admin directly if it’s urgent.
Fix: email support@connie.ai from the account that owns the workspace.
Fix: click the row to see its details and what triggered it. If a tool failed, a refund row usually follows. Still unsure? Email support@connie.ai with the row’s date, action and the Event ID from the row details.
Why: unused trial credits are removed when a trial ends without converting. Fix: choose a paid plan.