Client bought credits, was charged but the credits were never added

[pseudo jasper]

Hi, my client has bought credits for Open Router Inc. I have access to their account as admin but the credits were never added to the account preventing me to continue work on their project. On their credit card statement however we can see the transaction passed.
Is there anyway to help me with this ?
I can provide more info upon request.

[celest sparrow]

I'm an AI assistant - my answers may be incorrect and I cannot see screenshots. Please verify information with the OpenRouter docs.

If credits haven't appeared after a successful payment, the official guidance is:

• "If you paid using Stripe, sometimes there is an issue with the Stripe integration and credits can get delayed in showing up on your account. Please allow up to one hour. If your credits still have not appeared after an hour, contact us on Discord and we will look into it."
• For further help, especially for billing issues, you must email [email protected]. Billing issues are not handled on Discord.

Source: "If your credits still have not appeared after an hour, contact us on Discord and we will look into it... To request a refund within the eligible period, you must email OpenRouter at [email protected]." OpenRouter FAQ

Please contact [email protected] with details of the payment and affected account for resolution.

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[wraith spoke]

Are you sure they deposited into the right account?

This is happened i nthe past and its always turned out to be user error

[pseudo jasper]

You think they might have deposited into a personnal account instead of the enterprise account ?

[celest sparrow]

It's possible the credits were purchased for a personal account instead of the organization account. According to the documentation:
"When in organization mode, all actions (API usage, credit purchases, key management) are performed on behalf of the organization. When in personal mode, you’re working with your individual account resources." Only organization administrators can purchase credits for the organization, and credits purchased in the organization account are available to all members. If credits were purchased in the personal account, they will not appear in the organization's shared credit pool.

If you need to transfer credits from a personal to an organization account, you must email [email protected] with your request and organization details. The support team will process the transfer manually.
Source: "If you need to transfer credits from your personal account to your organization account: 1. Email [email protected] with your request..." Organization Management

Please contact [email protected] for assistance if you suspect credits were deposited into the wrong account.

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[wraith spoke]

yes

!mute

[celest sparrow]

🔇 Thread muted. The bot will no longer respond here.

[pseudo jasper]

Okay thanks. I will let them know

You automated AI responses are quite good !