Your Credit Balance

What is my credit balance?

Your balance is the credits still available in your company’s shared Patsnap account pool. Credits are valid for a set period; they are not a monthly allowance for each person. Everyone’s credit-consuming runs draw from the same pool, so the balance can change even when you have not run anything.

Where can I check my credits?

In Eureka: if your view includes a credits icon, open it to see the balance, credits used and individual run costs available in your view. What you can see depends on your account and access.

In Analytics: open Hiro Mode, select Settings & Usage at the bottom of the left sidebar, then select My Credits.

My Daily Credit Usage shows your own usage for the day, not the company’s remaining balance. For example, 0 (Used) means you have used no credits today—not that the account is empty.

You may be able to see usage without seeing the full account balance. Only company admins have access to the full picture in the Admin Portal. If you cannot see a remaining balance, ask your admin to check it and the validity period for you. You do not need access to Eureka to ask for this information.

Where can admins check the account balance?

Open the Admin Portal → Credits to review assigned credits and usage. The summary is labelled Effective Credits (Used/Total); open Credit Grants for the Validity period. For the full walkthrough, see Managing Credits in the Admin Portal.

The summary shows used / total, not the remaining balance. Account figures are hidden in this screenshot.

The Validity period shows when each credit allocation can be used.

What warnings will we receive?

Your company’s admin users receive account alerts when 75%, 90% and 95% of the shared credit pool has been used. Company admins also receive the monthly email summary. The monthly summary is a usage update, not a monthly credit reset.

What happens when the balance reaches zero?

• A run already in progress is allowed to finish.
• New credit-consuming runs are blocked.
• Past results, conversations and exports remain viewable. Nothing is deleted because the balance reaches zero.

If you need more credits, contact your company admin.

What do the credit messages mean?

• “Insufficient credit balance” — No usable credits are available in the account pool. Ask your admin to check the balance and validity period.
• “Today’s credit usage limit has been reached” — A daily limit set by your admin has been reached; this does not mean the pool is empty. The limit resets the next day.
• “Credit Service Error, please try again later” — This could be a package issue, please reach out to your Patsnap admin or the help centre help@patsnap.com 

What if I cannot see Hiro or a credits icon?

A missing feature or icon does not mean your balance is zero: see “Having Credits Doesn’t Automatically Mean Having Access” in A Guide to Patsnap Credits.

Where can I learn how credits are charged?

See How Credits Are Charged for charging rules and Agent Credit Information for agent costs.