I purchased 500 credits twice, but they weren’t added and were deducted from my bank account. I’ve been waiting for a response from support for four days.
Builder content link
Builder public api key
go to Builder.io: Visual Development Platform and copy your PUBLIC api key
Detailed steps to reproduce the bug
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Screenshots or video link
Screenshots of your issue, or even better a link to a video of what is happening. We love using loom for that sort of thing
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Reproducible code example
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The problem is related to your billing system, which charges money and does not add credits.
Below are proof and evidence of the debit at the bank and the credit number on the platform.
The same thing is happening to me and support hasn’t given any response for several days…
Thanks Steve, also for sharing. Does anyone know which external regulatory body or entity I should submit the complaint to, given that the builder no longer has a functioning customer support service?
Microsoft’s M12 also informs them why they are investing in builder.io. If they are not responding to support and the recent complaints regarding credits, whether because they are not being credited or because the new credit accounting model is not transparent, this will likely jeopardize the viability of the company and M12’s investment. Contact - M12 Venture Capital
Hi All,
I am sorry to read that several of you have experienced billing issues.
We take those very seriously and to make the process easier to follow, could you:
- Raise a ticket to support@builder.io
- provide the email associated with the account
- External API Key
- Any copy of payment you have to help us track the issue down.
Thanks in advance.
Much appreciated.
Stephane
Hi,
I’ve already opened several tickets without any response. The requested data is here and attached.
Stephane Gonthier via Builder.io Forum <notifications@builder.discoursemail.com> escreveu (quarta, 20/08/2025 à(s) 13:55):
(Attachment Dyagram Correio - Urgently - The additional credits aren’t being accepted_.pdf is missing)
(Attachment Comprovativo_Movimento.pdf is missing)
(Attachment Comprovativo_Movimento (1).pdf is missing)
@dyagram - Thanks I think I have everything. I will take this via our ticketing system to work directly with you.
@dyagram - I am glad to confirm that we were able to successful solve your payment issue. Thanks again for reporting it to us.
Enjoy Fusion!
Steve - I was not able to locate your requests, but would be delighted to help you, same as @dyagram whom we were able to succesfully identify the root of the issue and solve the Agent Credits purchase issue overall.
@Steve10 - I was not able to locate your requests, but would be delighted to help you, same as @dyagram whom we were able to succesfully identify the root of the issue and solve the Agent Credits purchase issue overall.
