One of these happens after you open Cortex or send a chat:
- Credit balance keeps loading and never settles on a number
- Credits show as zero when you expect available balance
- Credits looked fine, then disappeared after refresh or org switch
- Chat fails or stalls with a credit-related message
Common on Desktop after sign-in and on enterprise accounts after switching organization.
- Wrong organization selected (personal vs enterprise)
- Credits still initializing after first login or org switch
- Enterprise seat or billing not provisioned for your account yet
- Temporary sync delay between billing and the workspace
- Session stale after long idle time
- Confirm you are signed in with the email your admin expects.
- Open Settings → Switch Organization and note which org is active.
- Note the credit UI state: loading, zero, a number, or not visible.
- Ask whether a teammate on the same org sees credits normally.
- Note platform (Desktop / Web) and approximate time since last org switch or top-up.
- Wait up to two minutes after sign-in or org switch, then reload the workspace once.
- Switch away from the current organization and back to the intended enterprise org, then check the balance again.
- Sign out, sign back in with the same email, reopen the project, and recheck credits.
- If you just received an invite: confirm with your admin that you were added to the correct organization name.
- On Desktop: fully quit and reopen Cortex, then check credits before sending a long task.
- Credit balance shows a stable number (not endless loading)
- A short chat message gets a normal AI reply
- After reload, the same balance still appears
Email support@withcortex.ai if:
- Credits stay loading or at zero after Steps 1–5
- Teammates on the same org have credits and you do not
- You purchased or were granted credits that never appear
Include a screenshot of Settings (org name visible) and the credit area.
- Platform: Web or Desktop
- App version or browser
- OS
- Signed-in email domain — never passwords or OTP
- Organization name shown in Switch Organization
- Credit UI state: loading / zero / number / missing
- Whether teammates on the same org are affected
- Approximate time of last top-up, invite, or org change
- Steps already tried