# Billing and credits problems

> What to do when you run out of credits, credits go faster than expected, a plan change doesn't show, or a charge looks wrong.

Last updated: October 16, 2026

Source: https://www.willo.ai/docs/troubleshooting/billing

## Out of credits

Willo shows **Credits exhausted** and switches to read-only work: it still answers questions and reads your business, but edits, builds and campaigns wait. Your sites stay live. To carry on:

- **Buy a top-up** on **Billing** (paid plans). See [Buy more credits](https://www.willo.ai/docs/plans/buy-more-credits).
- **Upgrade** to a plan with more monthly credits.
- **Wait** for your credits to refresh on your billing date.

A request that was already running when you ran out still finishes.

## "Plan ended" or "Plan paused"

- **Plan ended**: the paid period after a cancellation is over. Your businesses are paused, not deleted. Choose a plan under **Reactivate your businesses** on **Billing** to restore them. A top-up can't restart an ended plan.
- **Plan paused**: you paused your plan. Your sites are live, but billed AI work is off until it resumes. Choose **Resume now** on **Billing** to end the pause early.

## Credits went faster than expected

1. Open **Billing** → **Details** → **History**. Chat charges show the request that caused them and what Willo did.
2. Look for long, involved requests: a redesign, a coding session, a big batch of changes. These cost the most. A very long chat also makes each request cost more, because there's more to read; [start a new chat](https://www.willo.ai/docs/chat/chat-threads) when you change subject.
3. Check **Settings → Autonomy**: the Growth Engine and scheduled programs spend credits on their own, within its daily budget. Each program also has its own cap.

Credits cover the work Willo does on each request. If a result wasn't what you wanted, tell Willo what to change. If you think a charge is a mistake on Willo's side, contact support with the request from the history.

## An upgrade or plan change doesn't show

Ask Willo "what plan am I on?", which reads your live billing, or check **Billing**. If you paid and the plan didn't change after a few minutes, contact support with the email on your Stripe receipt.

## A feature says it needs a different plan

Plans include different features. See [What each plan includes](https://www.willo.ai/docs/reference/plans). Willo tells you which plan includes a feature, and a few things aren't available on any plan (see [What Willo does and doesn't do](https://www.willo.ai/docs/start-here/what-willo-does)). Check the plan includes a feature before buying anything for it elsewhere, such as a domain.

## A charge looks wrong, or you were charged twice

Contact support from the **?** menu, or email support@willo.ai, with your account email, the date and amount of the charge, and the business it's for. Refunds are decided case by case.

## A discount code won't apply

Codes go in at the Stripe checkout when you subscribe to a plan. Top-ups don't take codes, and the Referrals page has no code field. To apply a code to a plan you already have, contact support.

## Your backend paused

If sign-in and forms stopped working on a live site, your organization may have used its monthly backend allowance. See [Backend usage](https://www.willo.ai/docs/plans/backend-usage).

Related: [How credits work](https://www.willo.ai/docs/plans/how-credits-work), [Change, pause or cancel your plan](https://www.willo.ai/docs/plans/change-pause-or-cancel).