### Answer I don't have documentation explaining why a credit-based account continues showing the "credits balance exhausted" error after a top-up. On credit-based accounts, usage costs are deducted from your credit balance in real time, and when the balance reaches zero, new calls are blocked until you buy credits or auto recharge tops up your balance [(1) ]() . Since your account balance shows $50 but the error persists, this doesn't match the expected behavior described. Similar cases have come up where accounts showed a balance discrepancy or an overdue/deactivated status despite payment: in one case, the issue was ultimately escalated to the Retell team directly and resolved after sharing the workspace org ID [(2) ]() , and in another, a user with a similar "overdue balance" message was asked to share their account email for the team to investigate [(3) ]() . These are user-reported forum/Discord threads, not official documentation, so treat them as anecdotal rather than a guaranteed fix. I'd recommend confirming your workspace ID/org ID and account email, then reaching out through official support channels so the team can look into your specific account: Visit [Documentation]() Visit [Hire certified Retell partner]() Would you like me to give a general answer based on my own knowledge instead, since the sources don't fully explain this specific error?

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) [[2] Unable to Make Calls – Account Shows Zero Balance After Payment](https://discord.com/channels/1186424376300679209/1394737867695325214) [[3] Account deactivated due to balance issue](https://discord.com/channels/1186424376300679209/1394628514405417092) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.