If calls or pings are being refused because of credit, your prepaid balance is at or below $0.00. This is the most common reason traffic suddenly stops.
How to recognize it
- A red banner across the top: "Out of credit - new pings and calls are paused."
- The Credits page shows a paused badge and a balance of $0.00 or less.
- In Calls, new calls show as rejected for no credit. These calls are free.
- Publishers see an ordinary "no bid" reply. They are not told the reason, because it is your billing state.
- Lead pings and direct posts are refused. A post for a bid already issued still goes through.
- In Bid insights and the dashboard ping funnel, pings drop off without any buyer being pinged.
How to fix it
- Open Credits.
- Choose a preset or enter a Custom amount ($) (between $10.00 and $10,000.00).
- Click Top up and pay by card.
- Wait up to a minute. The banner clears and routing resumes.
Make sure the new balance is above $0.00. If usage was running at the same moment, a small top-up can leave you at zero again.
If your numbers are on hold
If the balance stayed at zero for a while, the Credits page says "Your numbers are on hold and will be released [date] unless you top up above $0.00." Top up above $0.00 before that date to keep them. See Topping up and zero balance.
Avoid it next time
- Watch for the Low credit banner and the low-balance email.
- Top up more than you think you need, since usage is billed hourly.
- Check your monthly usage on the Credits page and compare to your rates. See Charges and rates.
It is not a credit problem if...
The banner is not showing and your balance is above zero. Then see Why a call didn't route.
Still stuck?
Ask the support chat inside your account, or send us a request.