i can't buy new credite

Hey ​@שירה ברזני, thanks for reaching out! 

To help me understand what's happening, could you walk me through what you're seeing when you try to purchase credits? Is there a particular step where things aren't going through? If you're able to share a screenshot, that would really help me understand where you're stuck.

Just to clarify, team admins can purchase additional credits at the plan level through an ongoing subscription, and those credits are shared across the team.
So if you're not an admin, you won't see an option to purchase credits yourself.

A couple of things you can do from your side:

• Use the “request credits” option (under the AI balance menu) to notify your admin
• If you’re on a View, Collab, or Dev seat, you can request an upgrade to a Full seat, which includes more credits
• Or wait until your credits reset on your next cycle

If you are an admin, you can add more credits for your team by going to Admin settings → AI credits → Manage credits, and adjusting your Ongoing subscription credit subscription there.

You can also check out these guides for more details:
-Manage AI credits
-How AI credits work

Hi, thanks for your reply!

I’m actually an admin on the team and was able to purchase credits in the past.

Right now, when I try to purchase 1000 credits, I can select the option but I’m unable to proceed to the payment step.

I’ve attached a screenshot showing where it gets stuck. ​@Gayani_S 

Hey ​@שירה ברזני — Tom here, stepping in while ​@Gayani_S is away. Thanks for the reply and the screenshot — that's really helpful context.

I'm not able to access account-specific details from the public forum, but I want you to know that our Product Support team has your request and is actively reviewing your ticket: 1808807. I've also shared your latest update and screenshot so they have the full picture as they work through this.

Please keep an eye on the inbox you reached out from for updates and next steps.