> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Top-ups and auto top-up

> Buy extra Connie credits as one-time packs or a custom amount, set up auto top-up with a monthly limit, and fix top-ups that didn't work.

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.

<Note>
  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.
</Note>

## Prices

| Option | Price | Credits |
| - | - | - |
| Pack | \$25 | 1,000 |
| Pack | \$88 | 3,500 |
| Pack | \$225 | 9,000 |
| **Custom amount** | any amount from **\$10 to \$999** | **2.5¢ per credit** (40 credits per dollar), rounded down |

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.

## Buy a credit pack

<Steps>
  <Step title="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."
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

You can buy one pack per purchase. Buy again for more.

## 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.

<Steps>
  <Step title="Open the auto top-up settings">
    In **Settings → Billing**, click **Manage auto top-up** under **Credits**. The **Auto top-up & payment** dialog opens.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

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.

### 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.

## 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](mailto:support@connie.ai).
* Purchases are generally non-refundable. If you were charged by mistake, email [support@connie.ai](mailto:support@connie.ai).

## Troubleshooting

<AccordionGroup>
  <Accordion title="'Credit packs are for paid plans.' on the Free plan">
    **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](/billing/plans).
  </Accordion>

  <Accordion title="'Credit packs open once your paid plan starts.' during the trial">
    **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.
  </Accordion>

  <Accordion title="'Your trial is set to end without converting, so credit packs and plan changes are paused.'">
    **Fix:** click **Resume trial**, then start your paid plan now.
  </Accordion>

  <Accordion title="'Enter an amount between $10 and $999'">
    **Fix:** custom amounts must be between \$10 and \$999. For more, buy several times.
  </Accordion>

  <Accordion title="The auto top-up switch is greyed out">
    **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.
  </Accordion>

  <Accordion title="'The reload must add more credits than the threshold'">
    **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.
  </Accordion>

  <Accordion title="'The monthly limit must be at least one reload'">
    **Fix:** set the **Monthly limit** to at least your **Reload amount**, or leave it empty for no limit.
  </Accordion>

  <Accordion title="'Your card was declined. Auto top-up is on but won't retry this card.'">
    **Fix:** in **Auto top-up & payment**, click **Change card** under **Payment method** and save a working card. The next reload uses it.
  </Accordion>

  <Accordion title="'Paused while your plan payment is failing.'">
    **Why:** your plan's last payment failed. **Fix:** click **Change card** under **Payment method**. Reloads start again once the plan is paid.
  </Accordion>

  <Accordion title="Auto top-up didn't fire">
    **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.
  </Accordion>

  <Accordion title="Auto top-up charged me many times">
    **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.
  </Accordion>

  <Accordion title="Nothing happened when I clicked Buy">
    **Why:** checkout opens in a new tab, which a popup blocker may stop. **Fix:** allow popups for connie.ai and try again.
  </Accordion>

  <Accordion title="'Billing actions are blocked while a payment dispute is open. Please contact support.'">
    **Why:** a chargeback is open on one of the workspace's payments. **Fix:** email [support@connie.ai](mailto:support@connie.ai).
  </Accordion>
</AccordionGroup>

## Related

* [Credits](/billing/credits) — how credits work and the rollover cap
* [Plans and pricing](/billing/plans) — monthly credits per plan
* [Manage your subscription](/billing/manage-subscription) — change card, upgrade, cancel
* [Billing FAQ](/billing/faq) — quick answers


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