What Happens When Credits Run Out

What Triggers the "Out of Tokens" Flow

Credits are scoped to a specific client. The "out of tokens" flow fires when you try a token spending action on a client whose balance is below the cost. The most common triggers:

• Submitting a creative.
• Generating customer image batches inside the creative wizard (avatar / persona generation).
• Re rolling an image during creative editing.

When the server detects the shortfall, the wizard pauses and shows an Insufficient Tokens modal.

What the Modal Shows

The modal surfaces three pieces of information up top:

• Your current balance (highlighted red if below zero).
• The token cost required for this action.
• A note about Auto Reload if it is enabled on the client (in case it did not fire).

Below that, three buttons route you to recovery paths:

• Top up. Opens the per client settings page, scrolled to the Manual Reload section, where you can buy a top up pack on demand.
• Upgrade plan. Opens the per client settings page, scrolled to the plan management section, where you can switch to a higher tier.
• View transaction history. Opens the per client credits page so you can see where the balance went.

Pick the path that fits. None of them require leaving the platform.

Auto Reload (If Enabled)

If Auto Reload is enabled on the client and the card on file works, the system attempts a small top up charge before the modal even appears. If that charge succeeds, your submission continues without interruption.

Auto Reload only fires on the specific action that would otherwise fail. It is not a general "keep my balance topped up" subscription. It is a safety net that catches a submission that would have died.

If Auto Reload is on but the charge failed (declined card, 3D Secure challenge), the modal mentions it. Update your card by initiating a new top up or plan change, which routes through Stripe Checkout for the new card.

What Still Works When You Are Out

Running out of tokens does not lock you out of the client or the platform. The following keep working normally:

• Browsing. Dashboard, Clients, campaigns, individual creatives.
• Reviewing delivered creatives. Open the review page, watch scenes, download the ZIP, read persona images.
• Reporting an issue on a delivered creative.
• Messaging your account manager.
• Editing campaign or client settings (name, description, notification emails).
• Editing a creative that has not been submitted yet (everything except the submit action).
• Receiving deliveries for creatives that were submitted before you ran out.

Only the actions that spend tokens are blocked.

What Does Not Happen

• No overage billing. You will never be charged extra for going over your plan. The system stops you at zero instead.
• No surprise auto charge. Auto Reload only fires when explicitly enabled. The default is off.
• No lockout. Other clients on your account are unaffected. A zero balance on one client does not impact any other client.

Picking the Right Path

Top up if it is a short term spike. A single extra batch of creatives this cycle? A 50 or 150 token pack covers it. Plan goes back to normal next cycle.

Upgrade if you hit zero every cycle. If a client lands at zero before each renewal, the plan is one tier too small. Plans work out cheaper per token than repeated top ups, and the per token rate improves as you move up tiers.

Wait if the renewal is close. Cycles refresh on the client's subscription anniversary. If you are five days out and have nothing pressing, the new allocation is on its way.

For the upgrade flow, see Upgrading Your Plan. For deeper balance mechanics, see Understanding Your Credit Balance. If a balance change does not look right, see Credit Balance Discrepancies.