Billing FAQ

High-frequency questions about top-ups and charges.

The redeem code fails?

Match the message:

• "Invalid redeem code format": the copy is incomplete or has stray spaces — copy it in full;
• "Redemption failed": the code is invalid, already used, or expired — each code redeems exactly once;
• Busy-system message: retry later; the balance is never double-deducted;
• The code is intact but it keeps failing: contact support with the purchase order details.

The flow is described in Top up and gift card redemption.

Redeemed but the balance did not change?

• Refresh the page first (the displayed balance can be cached);
• Cross-check on both the "Credits" page and the account overview;
• Still inconsistent: contact support with the amount and time from the success dialog.

Charges look wrong?

1. Find the corresponding requests on the logs page and check each one's token count and cost;
2. Remember billing covers input + output tokens — a long conversation history keeps inflating input tokens;
3. Check unit-price differences between models (the marketplace cards are authoritative);
4. Re-read Billing basics for the billing logic.

What happens when the balance runs out?

All calls fail with an insufficient-balance error until you top up. Key spending limits are independent of the balance — even with ample balance, a key that reached its own limit is refused.

Can I get a refund?

Gift cards follow the refund policy of the purchase channel (BuffBuff); the account balance cannot be withdrawn for now. For special cases, contact support via the Support page.

How do I avoid surprise spend?

• Set a spending limit on every key (at creation time);
• Use separate keys for testing and production;
• Review Usage and logs regularly to catch anomalies early.