#Hi, I have 300,000 credits, the last two times no more credits were added to my account after purch

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icy lodgeBOT
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AI-generated Answer for beni9249

Likely cause: you’ve hit the rollover cap. ElevenLabs caps the maximum credits you can hold at any one time to 3× your plan’s usual monthly quota. When your balance is already at that cap, new subscription credits aren’t issued until you drop below it. Example from the docs: Scale plan 2,000,000/mo → max balance 6,000,000. A balance of 300,000 typically indicates a 100,000/mo quota at the 3× cap. (help.elevenlabs.io)

How to confirm and resolve

  • Check your current balance vs. plan quota in Usage Analytics to verify you’re at the cap. (help.elevenlabs.io)
  • If you purchased one‑time Prepaid Credits, note they expire 12 months after purchase; expired credits won’t appear. (elevenlabs.io)
  • Also confirm the payment actually succeeded (failed payments add no credits). (help.elevenlabs.io)
  • To proceed: use some credits to fall below the cap, or upgrade to a higher plan (the cap scales with the plan because it’s 3Ă— the monthly quota). (help.elevenlabs.io)
  • If you just need to keep generating after you exhaust your monthly quota (without holding a large balance), enable usage‑based billing on Creator and above. (help.elevenlabs.io)

If your payments succeeded and your balance is below the cap but credits still weren’t added, please share your plan, purchase type (subscription vs. Prepaid Credits), and the timestamps so we can investigate further. (help.elevenlabs.io)

Sources:
How does credit rollover work? – ElevenLabs
How can I see information about credit usage for my account? – ElevenLabs
ElevenLabs — Terms of Use EU
Why is my payment failing? – ElevenLabs
How does credit rollover work? – ElevenLabs
What is usage based billing? – ElevenLabs
How does credit rollover work? – ElevenLabs

scenic plank
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So can I request a refund for the last two times?? Why am I paying for….nothing?

icy lodgeBOT
#
AI-generated Answer for beni9249

Short answer: Possibly—if you meet the refund criteria. Also, the reason you didn’t get more credits is almost certainly the rollover cap.

Why no new credits were added

  • ElevenLabs caps your balance at a maximum of 3Ă— your monthly quota. If you’re already at that cap when a new cycle starts, no additional credits are added until you use some. Example: if your monthly quota is 100,000, the max balance you can hold is 300,000. (help.elevenlabs.io)
  • Credits normally reset after payment is successfully processed, but it can take a short time for the updated balance to appear. (help.elevenlabs.io)

Refund eligibility and how to request it

  • Website (Stripe) purchases: You’re eligible for a refund only if you request it within 14 days of payment and you did not use any credit quota during the period you want refunded. Contact Support with your account email and invoice numbers. (help.elevenlabs.io)
  • Purchases made in the iOS/Android app: Refunds must be requested through Apple’s App Store or Google Play (store rules apply). (help.elevenlabs.io)
  • Prepaid Credits (if you bought standalone credits rather than a subscription): per the Terms, prepaid credit purchases are generally non‑refundable and unused prepaid credits expire after 12 months, unless required by law. (elevenlabs.io)

What I suggest you do next

  • Confirm where the last two payments were made (web vs. App Store/Play Store) and the exact dates; grab the invoices from your Subscription > Manage billing > Invoice History. (help.elevenlabs.io)
  • Check your current monthly quota and balance to see if you were already at the 3Ă— rollover cap (e.g., 300,000 = 3Ă— a 100,000 monthly quota). (help.elevenlabs.io)
  • If each payment was within the last 14 days and you used zero credits in those billing periods, submit a refund request (web: Support; mobile: Apple/Google). (help.elevenlabs.io)
scenic plank
#

Will I still be able to keep my credits if I request a refund for the last two instances where no new credits were added.

icy lodgeBOT
#
AI-generated Answer for beni9249

Short answer

  • Subscription charges: Refunds are only available if you file the request within 14 days of each payment and you used zero credits in the period you’re asking to refund. The docs don’t state that an approved refund, by itself, removes your existing credits; however, if a refund involves canceling or downgrading your plan, you will lose any unused credits when that change takes effect at the end of the current billing cycle. (help.elevenlabs.io)
  • Prepaid Credits (top-ups): Per the Terms, Prepaid Credits are generally non‑refundable and expire 12 months after purchase, so you can’t both keep those credits and receive a refund. (elevenlabs.io)

Why “no new credits” may have appeared

  • If you were already at the rollover cap (maximum balance equals 3Ă— your plan’s monthly quota), a renewal won’t increase your visible credit balance. (help.elevenlabs.io)
  • Credits reset after successful payment, and the updated balance can take a short time to appear. (help.elevenlabs.io)

Tips to validate before requesting

  • Check Usage Analytics to confirm zero credits were used in each disputed period. (help.elevenlabs.io)
  • Review invoices to match payment dates to the periods you’ll reference in the refund request. (help.elevenlabs.io)

If you meet the refund criteria and keep your subscription active, the documentation does not indicate that your existing rolled‑over credits will be removed; you only forfeit unused credits if/when a cancellation or downgrade takes effect. (help.elevenlabs.io)

Sources:
How can I request a refund? – ElevenLabs
ElevenLabs Terms of Service (non-EEA)
How does credit rollover work? – ElevenLabs
When do my credits reset? – ElevenLabs
How can I see information about credit usage for my account? – ElevenLabs
Where can I find my invoices? – ElevenLabs
How do I downgrade or cancel my subscription? – ElevenLabs

scenic plank
#

how do I request a refund