# I purchased 500 credits twice, but they weren't added **URL:** \ **Category:** Bugs\ **Created:** [August 19, 2025, 2:48pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677 "2025-08-19T14:48:29Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 19, 2025, 2:48pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/1 "2025-08-19T14:48:29Z")
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.io: Visual Development Platform](https://builder.io/app/projects/6e2d5c80438b4e6aae40cb72eae16f00/main)** > > Builder is an AI-Powered Visual Development Platform that helps teams generate, iterate, and optimize web and mobile experiences in seconds instead of sprints. **Builder public api key** _go to [Builder.io: Visual Development Platform](https://builder.io/account/organization) and copy your PUBLIC api key_ **Detailed steps to reproduce the bug** _e.g. go to the editor, click the styles tab, try to edit opacity, notice the opacity slider does not work_ **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_ **Code stack you are integrating Builder with** _e.g. NextJS, react, Shopify_ **Reproducible code example** _If you are having integration errors, please link to codesandbox or copy and paste your problematic code here. The more detail the better!_ ---
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 19, 2025, 3:20pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/2 "2025-08-19T15:20:04Z")
The problem is related to your billing system, which charges money and does not add credits. ---
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 19, 2025, 5:19pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/3 "2025-08-19T17:19:24Z")
Below are proof and evidence of the debit at the bank and the credit number on the platform. ![Captura de ecrã 2025-08-19, às 18.17.52](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/e/e7d79d8c7b720f8e99a67307bd7c1ec09901b72d.png) ![Comprovativo_Movimento_page-0001](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/d/d6867ebb3bc8df8f41ee917c3592140c65a1ff06.jpeg) ![Comprovativo_Movimento (1)_page-0001](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/6/6948fdcaa7dd5cfce9ce1b8e5a5614196fd448f8.jpeg) ---
**Author:** ![Steve10](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.builder.io/steve10/32/5234_2.png) [@Steve10](https://forum.builder.io/u/Steve10)\ **Post date:** [August 20, 2025, 7:24am UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/4 "2025-08-20T07:24:08Z")
The same thing is happening to me and support hasn’t given any response for several days… ---
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 20, 2025, 8:17am UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/5 "2025-08-20T08:17:39Z")
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? ---
**Author:** ![Steve10](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.builder.io/steve10/32/5234_2.png) [@Steve10](https://forum.builder.io/u/Steve10)\ **Post date:** [August 20, 2025, 12:20pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/6 "2025-08-20T12:20:23Z")
Microsoft’s M12 also informs them why they are investing in [builder.io](http://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](https://m12.vc/contact/) ---
**Author:** ![Stephane](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@Stephane](https://forum.builder.io/u/Stephane)\ **Post date:** [August 20, 2025, 12:45pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/7 "2025-08-20T12:45:02Z")
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](mailto: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 ---
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 20, 2025, 1:00pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/8 "2025-08-20T13:00:55Z")
Hi, I’ve already opened several tickets without any response. The requested data is here and attached. - provide the email associated with the account [info@dyagram.org](mailto:info@dyagram.org) - External API Key 2366c743cede43fd83e954046a422955 Stephane Gonthier via [Builder.io](http://Builder.io) Forum \<[notifications@builder.discoursemail.com](mailto: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) ---
**Author:** ![dyagram](https://avatars.discourse-cdn.com/v4/letter/d/7993a0/32.png) [@dyagram](https://forum.builder.io/u/dyagram)\ **Post date:** [August 20, 2025, 1:04pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/9 "2025-08-20T13:04:02Z")
Awesome… the attachments gave an error when sending… they are shown as an image in the email field ![Comprovativo_Movimento_page-0001.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/d/d6867ebb3bc8df8f41ee917c3592140c65a1ff06.jpeg) ![Comprovativo_Movimento (1)_page-0001.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/6/6948fdcaa7dd5cfce9ce1b8e5a5614196fd448f8.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0008.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/8/81a15a5117946b5d453f1d064e09568d60bf5d86.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0007.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/c/c753e76fbfb99c042bdd2f9fd6a2e42df567cfff.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0006.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/1/1330ba436f8b7dae6acd8438a623f0f0edae234f.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0005.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/5/554a16494865e5b1d61f2d803cdaa22dbd5f6d23.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0004.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/0/08829d0ab79aed82d9af21cb01a8815e728899e7.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0003.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/3/38cab7336a0ff6b362368de28e036c88c6c04cfb.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0002.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/9/951bbc3f91eb2f22c6c2a888c3516408fc0bad73.jpeg) ![Dyagram Correio - Urgently - The additional credits aren't being accepted__page-0001.jpg](https://us1.discourse-cdn.com/flex020/uploads/builder/original/2X/4/4c976b76c2183ae183756653a0f0652daecd6aa4.jpeg) Dyagram \<[info@dyagram.org](mailto:info@dyagram.org)\> escreveu (quarta, 20/08/2025 à(s) 14:02): ---
**Author:** ![Stephane](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@Stephane](https://forum.builder.io/u/Stephane)\ **Post date:** [August 20, 2025, 1:10pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/10 "2025-08-20T13:10:48Z")
@dyagram - Thanks I think I have everything. I will take this via our ticketing system to work directly with you. ---
**Author:** ![Stephane](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@Stephane](https://forum.builder.io/u/Stephane)\ **Post date:** [August 20, 2025, 2:31pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/11 "2025-08-20T14:31:36Z")
@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**! ---
**Author:** ![Stephane](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@Stephane](https://forum.builder.io/u/Stephane)\ **Post date:** [August 20, 2025, 2:33pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/12 "2025-08-20T14:33:40Z")
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. ---
**Author:** ![Stephane](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@Stephane](https://forum.builder.io/u/Stephane)\ **Post date:** [August 20, 2025, 2:34pm UTC](https://forum.builder.io/t/i-purchased-500-credits-twice-but-they-werent-added/15677/13 "2025-08-20T14:34:08Z")
@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.