I got charged $1,600 for only 14,000 extra credits on the pro plan. HELP!!! | ElevenLabs | Page 1

proper prawnBOT Jan 11, 2025, 4:57 AM

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AI-generated Answer for robyn_20041

It seems there might be an issue with the billing for your extra credits. On the Pro plan, the cost for additional credits through usage-based billing is $0.24 per 1,000 credits. For 14,000 extra credits, the charge should be approximately $3.36, not $1,600.

Please open a ticket via our ticket form so our support team can investigate this billing discrepancy and assist you further.

strong barn Jan 11, 2025, 4:59 AM

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So, I have a problem. I'm fairly new to this, so I might be misunderstanding. I activated usage-based credits for finishing a section of my project. I only used 1,400 extra credits, and yet I got immediately charged $1,600! It says it's a past due balance and now I don't have the option to upgrade, though I can downgrade. (I'm using pro) I don't understand. Now, I'm scared to do anything for fear of accidentally being charged more. I've written to the customer support, but I'm kind of panicking. Can someone help me, please? Has this happened to anyone before and what can I do?

proper prawnBOT Jan 11, 2025, 4:59 AM

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AI-generated Answer for robyn_20041

I understand your concern. When you enable usage-based pricing on plans higher than the Starter tier, such as the Pro plan, you can use extra credits beyond your monthly quota. These additional credits are billed at the end of the billing cycle. If your outstanding balance exceeds twice the subscription price, you are immediately charged for this balance, along with the cost of any new subscription plan if you decide to upgrade or downgrade.

Since you've already contacted customer support, they will be able to assist you further with your specific situation. In the meantime, you might want to avoid making any changes to your plan until the issue is resolved to prevent additional charges. If you have any more questions or need further clarification, feel free to ask!

strong barn Jan 11, 2025, 5:00 AM

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I only used 14,000 credits past the monthly quota

proper prawnBOT Jan 11, 2025, 5:00 AM

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AI-generated Answer for robyn_20041

It sounds like there might be a misunderstanding or an error with the billing. On the Pro plan, if you enable usage-based pricing, additional credits are billed at the end of the billing cycle or when the outstanding balance exceeds twice your subscription fee. The rate for extra credits on the Pro plan is $0.24 per 1,000 credits.

Given your situation, it seems unusual to be charged $1,600 for 14,000 extra credits. I recommend reaching out to our support team through the ticket form to resolve this issue. They will be able to provide specific details about your account and help clarify any discrepancies.

In the meantime, you might want to avoid making any changes to your plan until the issue is resolved to prevent further charges.

strong barn Jan 11, 2025, 5:03 AM

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That's what I thought, too. I've sent two ticket forms, but I was hoping to get it resolved faster through here. How long does it take to get a response from customer service?

proper prawnBOT Jan 11, 2025, 5:03 AM

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AI-generated Answer for robyn_20041

Our support team typically responds within one to two business days. However, due to a high volume of requests, the wait time might be longer than usual. We appreciate your patience during this time. In the meantime, you can explore our Help Center for additional resources.

strong barn Jan 11, 2025, 5:04 AM

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Would downgrading my plan do anything to help?

proper prawnBOT Jan 11, 2025, 5:04 AM

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AI-generated Answer for robyn_20041

Downgrading your plan will not resolve the issue with the past due balance. When you downgrade, it takes effect at the end of your current billing cycle, and any unused credits from your current plan will not carry over. It's important to address the billing issue directly with customer support through the ticket forms you've submitted. They will be able to provide specific assistance regarding your charges and account status.

strong barn Jan 11, 2025, 5:06 AM

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Will my subscription be deleted if it takes longer for customer support to get back to me?

proper prawnBOT Jan 11, 2025, 5:06 AM

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AI-generated Answer for robyn_20041

For issues related to billing, charges, or subscription changes, it's best to continue working with customer support through the ticket forms you've submitted. They will be able to provide specific assistance for your situation.

Downgrading your plan might not directly resolve the billing issue, but it could help manage future charges. Your subscription won't be deleted while you're waiting for a response from customer support. If you have any concerns about your account status, it's best to address them directly with the support team.

strong barn Jan 11, 2025, 5:07 AM

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thank you

proper prawnBOT Jan 11, 2025, 5:07 AM

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AI-generated Answer for robyn_20041

For issues related to billing, payments, or account concerns, it's best to continue working with our support team through the ticket form you've already submitted. They will be able to provide the most accurate assistance and resolve your issue.

Regarding your subscription, it won't be deleted while you're waiting for a response from customer support. If you have any further questions or need additional help, feel free to reach out again.

strong barn Jan 11, 2025, 5:19 AM

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if i had credits from last month, would they roll over into this month automatically or do i need to do something?

proper prawnBOT Jan 11, 2025, 5:19 AM

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AI-generated Answer for robyn_20041

If you have unused credits from the previous month, they will automatically roll over into the next month, as long as you remain on the same subscription plan. This rollover allows you to carry over up to two months' worth of unused credits. However, if you downgrade or cancel your subscription, the unused credits will not roll over. You can find more details about how this works in the credit rollover policy.

strong barn Jan 11, 2025, 5:20 AM

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how much is the total for the annual pro plan?

proper prawnBOT Jan 11, 2025, 5:20 AM

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AI-generated Answer for robyn_20041

The total cost for the annual Pro plan is $990. This includes a discount equivalent to two free months, as the regular monthly cost of $99 is reduced to $82.50 per month when you choose the annual plan. This results in a total savings of $198 over the year.

strong barn Jan 11, 2025, 5:21 AM

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yeah, i shouldn't have been charged that much

#I got charged $1,600 for only 14,000 extra credits on the pro plan. HELP!!!