If you just bought or renewed and your credit balance shows 0, that's on our side, not yours. Message us with your plan and account email, and our team adds the missing credits, usually the same business day.
TL;DR
Your balance shows at the top of the Leads page as credits remaining, and in the Credits section of the Billing page.
Bundle credits are added when you buy and at each renewal. Credit packs are added when you buy them.
If you just paid and see 0 or less than you expected, message us with your plan, your account email and a screenshot. We'll add the missing credits.
Sending emails never uses credits, so a missing balance doesn't stop your campaigns.
A new Bundle adds 10,000 credits a month from the day you buy it. Credits aren't back-dated.
When you'd use this
You bought a Bundle or a credit pack, or your Bundle renewed, and your balance is 0 or lower than expected.
The app says you're out of credits while your balance shows plenty.
You cancelled one Bundle and your balance dropped.
How it works
Each Bundle adds 10,000 credits when you buy it and again on each renewal date. A credit pack adds 2,000 credits as soon as you buy it.
On Bundles, unused credits carry over for 60 days from the day they're added, as long as you stay subscribed. Each renewal adds your new monthly credits on top. Credit packs expire 60 days after purchase. The oldest credits are used first.
The Credits section of the Billing page shows your available credits, each batch of credits with its expiry date, and how many credits carry past your next renewal. For what uses credits, see How do ListKit credits work?
Step-by-step: if your balance looks wrong
Refresh the page with a hard refresh: Ctrl+Shift+R on Windows, or Cmd+Shift+R on Mac.
Click your initials at the bottom left, then Billing. Check that your latest payment shows as Paid under Payment history, and look at the Credits section.
If the credits are still missing, send us a message with your plan (how many Bundles), the email on your account and a screenshot of your balance. Our team adds missing credits, usually the same business day.
Send us a message in the app. Our support team replies Monday to Friday, 9am to 5pm ET, usually within 2 hours. Messages sent outside those hours are answered the next business day.
Expected outcome
Your balance matches your plan, and lead exports, enrichment and verification run again.
FAQ
Why does it say I'm out of credits when I have over 9,000?
That's a bug, not your balance. Send us a message with a screenshot of the error and your balance, and our team will fix it.
I bought a second Bundle. Why didn't my credits double for this month?
They did go up, by 10,000 from the day you bought the new Bundle. A new Bundle adds 10,000 credits a month from its purchase date on. Credits aren't back-dated to earlier in your billing period.
Do I need credits to send emails or launch a campaign?
No. Sending emails never uses credits.
Do unused credits roll over?
On Bundles, yes. Unused credits carry over for 60 days from the day they're added, as long as you stay subscribed, and each renewal adds your new monthly credits on top. Credit packs expire 60 days after purchase.
I cancelled one Bundle. Why did my balance drop?
When a cancelled Bundle ends, its credits are removed with it. Your other Bundles keep their own credits.
I bought a credit pack. When do the credits show up?
Right after the payment goes through. If they don't show after a hard refresh, send us a message with a screenshot.