Credit Balance Discrepancies

First, Open the Right Log

Credit balances live on the client, not on your account as a whole. Transaction history is also scoped per client. To open the log:

1. Open the client from the dashboard card or the Clients page.
2. Open the client's settings page.
3. Click the View credit activity → link inside the plan management section. Or browse directly to /dashboard/clients/<client>/credits.

The credits page lists every credit movement on that client, newest first, paginated 25 entries per page. Each entry shows:

• The action type (submission, submission refund, plan allocation, mid cycle proration, manual top up, auto reload, admin adjustment).
• The token amount, signed (negative for deductions, positive for additions).
• A timestamp in your local time.
• For submission entries, a link to the related creative.

Scroll through the recent entries and look for the specific movement that does not match what you expected. In most cases, the log spells out exactly what happened and when.

Common Reasons a Balance Looks Off

A few patterns explain almost every "wait, why is my balance lower than I thought" moment.

Showcase deposits at submit time. Every creative submission deducts the base 40 tokens plus the Product Showcase deposit (1 token per second of clip duration, with clips clamped between 4 and 12 seconds). A creative with a 6 clip showcase at 8 seconds each shows up as a single -88 token entry. If you forgot to look at clip durations on the product step, the cost can be larger than expected.

Reconciliation refunds and balances. Showcase clips bill by the second. After delivery, the deposit reconciles against actual delivered seconds:

• If the final clip came in shorter than your deposit, the unused seconds refund as a positive entry on the credits log.
• If the final work went beyond what your deposit covered, the extra can come out as a small negative entry (if your balance covered it) or an outstanding token balance you can settle later.

Multiple in flight creatives. Tokens deduct at submit time, not at delivery. If you submitted three creatives this morning, all three show up as deductions today even though the videos arrive in the next 24 hours.

Cycle renewal. Plan allocations land on the client's billing anniversary. If your cycle just renewed, the balance jumped up by the plan's allocation number (150 for Starter, 325 for Growth, 575 for Scale). Unused plan tokens from the prior cycle did not carry forward (plan tokens reset). Manual top up tokens, on the other hand, do roll over.

Auto Reload fired. If Auto Reload is enabled and a submission's cost was too high for the bare balance, the system charged your card for a small top up and continued. You will see both the auto reload addition and the deduction for the submission as separate entries.

Image generation. Customer image batches (avatar / persona generation inside the creative wizard) also cost tokens. Each generation is 9 images per batch; re rolls are 2 tokens each. These movements appear on the credits log too, so they can add up if you iterated a lot on persona images.

Admin adjustment. Rare but real. If our team made a manual adjustment (compensating for a bug, applying a credit for a delivery miss), it appears as an admin adjustment entry with notes.

What to Check Before Messaging Support

A short diagnostic checklist:

1. Confirm you are looking at the right client's log. Multiple clients = multiple balances. The numbers for client A do not match client B.
2. Read the most recent ten entries top to bottom. Most "why did this drop" mysteries solve themselves here.
3. Cross check submitted creatives. Each in flight submission is a deduction even if the video has not delivered yet.
4. Cross check the billing cycle date. The settings page shows it. A recent renewal explains a big positive movement.
5. Check Auto Reload status on the client's settings. A recent +50 might be Auto Reload.

When to Message Support

If the log still does not explain the discrepancy, open the message thread with your account manager. Include:

• Which client (name).
• The balance you expected and the balance you see.
• The approximate window you noticed the change.
• Any specific transaction entries that look wrong (copy the timestamps and amounts).

Your account manager has direct access to the audit log behind the credit log and can clarify entries or initiate corrections.

What Not to Do

Do not stop submitting because the number looks off. If your balance dropped because of a routine deduction, you may slow down work for no reason. Open the log first.

Do not assume a fix happened. If you reported a discrepancy and never saw a correction land on the log, the fix did not run. Ask again.

For deeper balance mechanics, see Understanding Your Credit Balance. For credit cost math at submit, see Understanding Credit Costs. For how to message your account manager, see How to Message Your Account Manager.