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Top-ups are extra credits you buy on top of your plan. They never expire and don’t count toward your plan’s rollover cap. You can buy a pack whenever you need one, or turn on auto top-up so Connie buys credits for you when the balance gets low. Where: Settings → Billing → Credits · https://connie.ai/<workspace-id>/settings?tab=plans — Add more for a pack, or click Manage auto top-up for automatic reloads and your card.
Top-ups are for paid plans only. They aren’t available on the Free plan or during the free trial. Only workspace owners and admins can buy them.

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Prices

Examples of custom amounts: $10 buys 400 credits, $50 buys 2,000, $999 buys 39,960. If you type exactly a pack’s price (for example $88), you get that pack (“That’s the Small pack: 3,500 credits for $88”). Tax may be added at checkout depending on your billing address.

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Buy a credit pack

1

Open Add credits

Go to Settings → Billing and click Add more. The Add credits dialog opens: “One-time purchase. Credits never expire or count toward your plan’s cap.”
2

Pick an amount

Choose $25, $88 or $225, or Custom amount ($10+) and type a dollar amount. The dialog shows Credits remaining, Additional credits and New credit amount.
3

Go to checkout

Click Buy N credits (or Add credits for a custom amount). A secure checkout page opens in a new tab. Enter or confirm your card, add a promotion code if you have one, and pay.
4

Done

Back in Connie you’ll see “Payment received — N credits are being added to your balance.” and a Purchases successful! confirmation. Click Done. The credits are in your Bonus & top-up balance within moments.
You can buy one pack per purchase. Buy again for more.

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Turn on auto top-up

Auto top-up buys credits automatically when your balance drops below a level you choose, so automations don’t stop when you run low.
1

Open the auto top-up settings

In Settings → Billing, click Manage auto top-up under Credits. The Auto top-up & payment dialog opens.
2

Make sure you have a card

Under Payment method, click Add card if it says “No card on file”. Auto top-up needs a saved card.
3

Set the rules

  • Reload when balance drops below — the balance (in credits) that triggers a reload.
  • Reload amount — how many dollars to spend each time, $10 to $999. Connie shows what it buys, for example “Buys 3,500 credits (Small pack)”. The reload must buy more credits than the threshold.
  • Monthly limit — optional. The most auto top-up can spend in a calendar month. Leave it empty for No limit, though Connie recommends setting one.
4

Switch it on

Turn on the Auto top-up switch. A Turn on auto top-up? dialog confirms what will happen (“When your balance drops below [T] credits, we charge [card] [$] and add [N] credits.”). Click Turn on auto top-up.
To change the settings later, edit the fields and click Save. To turn it off, flip the switch off (“Auto top-up is off”) — it’s one tap.

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Auto top-up rules

  • Each reload charges your saved card immediately and adds the credits to your top-up balance.
  • Monthly limit: once reloads have cost that much in the current calendar month (UTC), auto top-up stops until the 1st of next month (UTC).
  • Safety cap: auto top-up never charges more than $3,000 in any 24 hours, on every plan. This can’t be changed. If you need more, buy packs manually — they have no daily cap. Owners and admins are notified when the daily limit is reached.
  • Declined card: if your card is declined, auto top-up stays on but won’t retry that card. Update your card and the next reload uses the new one.
  • Other failures are retried after about an hour. After 3 failures in a row, auto top-up turns itself off and owners and admins are notified.
  • Plan payment failing: auto top-up is paused while your plan’s payment is overdue, and starts again once the plan is paid.
  • Auto top-up is turned off automatically when the workspace moves to the Free plan. It keeps working while a cancelled plan runs to its end date.

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Good to know

  • Top-up credits never expire and stay usable if you downgrade or cancel.
  • Connie spends plan credits first, then top-up credits.
  • Who can buy: owners and admins. Members can click Ask an admin when credits run out.
  • Receipts and invoices: the purchase is confirmed in the app. For a receipt or invoice, email support@connie.ai.
  • Purchases are generally non-refundable. If you were charged by mistake, email support@connie.ai.

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Troubleshooting

Why: packs and auto top-up need a paid plan. Fix: click Pick a plan to trial · 1,000 credits and start a trial or buy a plan.
Why: top-ups aren’t available during the trial. Fix: click Start paid [plan] now, for example Start paid Starter II now (the plan’s full price now, its full credits, you keep your trial credits). Packs open once the payment goes through.
Fix: click Resume trial, then start your paid plan now.
Fix: custom amounts must be between $10 and $999. For more, buy several times.
Why: you’re on Free or the trial (“You need to have a paid plan first” / “Available after your trial”), there’s no card (“Add a card in Payment method below to turn on auto top-up.”), or no reload amount is set (“Choose a reload amount first.”). Fix: fix the reason shown when you hover the switch.
Why: each reload must buy more credits than your Reload when balance drops below number, or it would trigger again straight away. Fix: raise the Reload amount or lower the threshold.
Fix: set the Monthly limit to at least your Reload amount, or leave it empty for no limit.
Fix: in Auto top-up & payment, click Change card under Payment method and save a working card. The next reload uses it.
Why: your plan’s last payment failed. Fix: click Change card under Payment method. Reloads start again once the plan is paid.
Check: is it switched on? Is the plan paid (not Free, trial or failing)? Is a card saved and not declined? Have you reached your Monthly limit or the $3,000 / 24-hour cap? Did it turn itself off after 3 failures? The text under the switch shows the current status. You can always buy a pack manually.
Why: your usage is higher than the reload amount, so the balance keeps dropping below the threshold. Fix: set a Monthly limit, use a bigger Reload amount, or turn auto top-up off.
Why: checkout opens in a new tab, which a popup blocker may stop. Fix: allow popups for connie.ai and try again.
Why: a chargeback is open on one of the workspace’s payments. Fix: email support@connie.ai.