Credits and billing
I have run out of balance
What stops, what carries on, and how to get moving again in five minutes.
It almost always happens mid-batch and in a hurry. The first thing to know is that nothing has broken: what already went out carries on.
What stops and what does not
| Keeps working | Waits |
|---|---|
| What was already sent, reminders included | New sends |
| Signatures in progress | Automatic reading of new documents |
| Viewing, searching and downloading | New SMS and WhatsApp |
| A third party delivering or signing | — |
Worth knowing
That third parties are unaffected is the important part: nobody outside learns you ran out, and whoever was signing can finish.
How to get moving
- 1
Top up from the credits screen.
- 2
Return to the batch that stopped and relaunch only for those left out.
- 3
Set the low-balance alert if you had not, so it does not happen mid-batch again.
Watch out
When relaunching, filter for those who received nothing. Sending again to people who already had it duplicates the request and confuses them.
Important
If it happened on a batch with a deadline — an amendment that had to go today — prioritise topping up and relaunching over investigating why it ran out. The breakdown can wait until tomorrow.
›Is prepared work lost?
No, it is still there; it is only waiting for balance.
›Can I go into negative balance?
It depends on your configuration. By default, no.
›How long until it is available?
Topping up is immediate.
A real case
The situation
A batch of 400 amendments stops at 260 for lack of balance.
What you do
- Tops up
- Relaunches filtered to the 140 who received nothing
What you get
All 400 go out the same day and nobody receives the document twice.
The situation
The balance runs out and work stops.
What you do
- Warns before reaching the threshold
What you get
Topping up happens with time to spare.
The situation
Nobody knows how much is left until something fails.
What you do
- Checks the balance regularly
What you get
Running out stops being a surprise.
The situation
It runs out at a critical moment.
What you do
- Estimates the peak month separately
What you get
The peak is covered in advance.
The situation
It is topped up and runs out again weeks later.
What you do
- Reviews which activity consumes most
What you get
The cause is tackled rather than the symptom.
The situation
An automated campaign empties the balance overnight.
What you do
- Reviews what is scheduled before launching
What you get
Consumption is decided rather than discovered.
This article answers
- i have run out of credits
- cannot send due to insufficient balance
- what happens when credits run out
- top up balance urgently