Fix billing, credit, and spend-limit problems

Resolve billing problems: usage or credits that will not load, a spend gate that keeps pausing work, a plan or limit that looks wrong, or a charge you cannot reconcile.

Purpose

Diagnose and clear the common reasons billing data will not load, a spend gate keeps pausing work, or a plan, limit, or charge looks wrong.

Who this is for

Owners and billing admins whose billing data, credits, or spend gates are not behaving as expected.

Prerequisites

Permission to view billing for the workspace.
The name of the workspace or plan with the problem.
A workspace owner or billing admin for changes such as adding credits or adjusting limits.

Steps

Open Billing and note whether usage, credits, or the plan summary is the part that looks wrong.
If usage or credits will not load, confirm you have billing permission and refresh the tenant billing summary.
If a spend gate keeps pausing work, check the credit balance and add credits or ask an admin to review the limit.
If the plan or limit looks wrong, remember catalog and plan changes need the billing backend and do not update from a notification alone.
If a charge or AI unit total is unclear, compare it with your usage for the period.
If it still does not reconcile, contact support with the workspace and period.

Expected result

You can tell whether the problem is permission, credits, a spend gate, or a backend-only change, and work resumes once credits or limits are in order.

Verification

The billing summary loads usage, AI units, and credit balance after the fix.
Adding credits clears a spend gate that was pausing work.
A plan or limit change only shows after the billing backend confirms it.

If something goes wrong

Billing data stays blank: Confirm billing permission; tenant members may need an owner or billing admin to view or share it.
Work keeps pausing despite added credits: Confirm the credits posted to the balance and that a separate limit is not also reached, then retry.
A plan change does not take effect: Plan and catalog changes need backend confirmation; wait for the persisted change rather than relying on a notification.

Permissions

Viewing billing is available to billing-capable roles; adding credits and changing plans or limits needs a workspace owner or billing admin and backend confirmation.

Support

If billing still looks wrong after these steps, ask a workspace owner or billing admin first. LumenReach support can help with billing and charges without accessing your payment details.