Hi Retell Team, We’re integrating chat, and every attempt to create a chat session fails with: 402 - “Credit balance exhausted, please top up to continue.” Workspace ID: org_eOAu6d3ttL5tETtf Agent involved: agent_8310346e7749747a6cf38498c4 This contradicts your current billing documentation. Yo…

Hey @steevemartin Thank you for the detailed write-up and for providing your organisation ID. I’m checking this with our team and will get back to you as soon as I have an update. Thank you for your patience.

Hey @steevemartin Team looked into it quick answers on org_eOAu6d3ttL5tETtf: The 402 is expected on this workspace, not a bug and not a recent migration. This one was created on our current prepaid-credits billing model, so calls and chats are gated until there’s a positive credit balance. Your ot…

Hi, I suspected you had changed the billing flow. I’m surprised there wasn’t any announcement about this change or updated documentation explaining the new process. Nevertheless, I would like to request that this workspace be moved to the post-usage billing model. That’s how I bill my own clients,…

Hey @steevemartin Thank you for sharing your detailed feedback and concerns. I have noted your request regarding the billing model and your feedback about the recent changes. I have forwarded this to the team for review We will get back to you as soon as we have an update or answer from the team.…

This appears to be the same issue we are experiencing, except for voice/inbound calling. Three of our newest workspaces are now on a prepaid credit model, while our older workspaces are still on post-usage billing. When the credit balance reached $0.00, inbound calls immediately stopped working wit…

I might be running into this issue as well. Just created thread I am trying out Retell but am blocked because there's no way to top up my credits or pay Retell Any help appreciated!

@jelliott1318 Can you try adding the card manually and make sure to not use “Link”? Thank You

Error: Credit balance exhausted, please top up to continue

Support Help

Shah-Fazal July 6, 2026, 7:13pm 7

Hey @todd1 Could you please share your workspace ID so we can investigate the issue and provide accurate answers to your questions?

Credit balance exhausted, please top up to continue

Topic		Replies	Views
Two workspaces silently started returning 402 "Credit balance exhausted" Support Help account-and-billing	2	45	August 24, 2026
I am trying out Retell but am blocked because there's no way to top up my credits or pay Retell Support Help account-and-billing	15	65	September 4, 2026
Credit balance exhausted, please top up to continue Support Help account-and-billing	2	28	September 1, 2026
I have 0 remaining credits and I cant top up until 2 Feb when it auto renew? How can i manually top up? Support Help	12	209	January 22, 2026
Question About Billing and Remaining Credits Support Help account-and-billing	2	128	March 23, 2026

Error: Credit balance exhausted, please top up to continue

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