### Answer I can't confirm from the available sources why a 402 appears while your balance shows ~$30. The sources do point to a few things worth checking: - Monthly budget cap. If your Billing page shows Budget Setting next to Auto recharge, a monthly budget may be on. At 100% of that budget, calls and API requests pause, and credits still on the balance do not keep usage running. Raise the budget or turn it off to resume, or wait until the next calendar month starts (UTC) . Auto recharge does not raise this cap. [(1) ]() - Which workspace you're in. Billing is per workspace. A credit balance or card in one workspace doesn't apply to another workspace under the same login, so confirm the API key belongs to the workspace showing the ~$30 balance. - Failed recharge payments. If an auto recharge payment fails, usage can still stop. See [Handle failed payments](/accounts/fail-payment) . - Auto recharge thresholds. The trigger can be $10 to $1,000, and the restored balance $20 to $2,000. The restored balance must be higher than the trigger. If none of these explain it, other users have reported the same "credits balance exhausted" error with a balance showing, and the Retell community lead asked them to share their org ID. [(2) ]() I'd recommend doing the same. For further help: - Visit [Documentation]() - Visit [Hire certified Retell partner]()

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) [[2] Discord message from @ab1233283 on 2026-09-03](https://discord.com/channels/1186424376300679209/1186462578310910112/1544862196171808768) ​

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

### Answer I can't confirm from the available sources why the call returned "User Busy" while your balance showed $29.72, or why a manual top-up fixed it. The sources don't explain that specific sequence, so I won't guess at a cause. What the sources do say: - When the credit balance reaches zero, calls, chat, and other usage stop until you buy credits or auto recharge tops up the balance. [(1) ]() - Auto recharge buys credits when the balance drops below your trigger amount and restores it to your target. The trigger can be $10 to $1,000, the restored balance $20 to $2,000, and the restored balance has to be higher than the trigger. - If a recharge payment fails, usage can still stop. - Your previous 402 error said "Credit balance exhausted," which points to the balance rather than a monthly budget. Still, if Budget Setting appears next to Auto recharge, check that it isn't capping usage. At 100% of a monthly budget, calls and API requests pause even with credits on the balance. - Billing is per workspace, so make sure the API key and the agent you called belong to the workspace showing the balance. Since the balance showed $29.72 but usage was blocked until you topped up, the displayed balance may not have matched what the system was using at that moment. I can't verify that from the sources. Contact support with your workspace ID and the call IDs of the failed attempts so the team can check what happened on their side. Visit [Documentation]() Visit [Hire certified Retell partner]() Would you like a general answer based on my broader knowledge instead?

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) ​

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

### Answer I can't look up a specific call ID, and none of the available sources let me inspect

call_6b79abbbde8f90f259a7d158886

or explain why it returned "User Busy." So I can't confirm the cause from here. The sources do say that when the credit balance reaches zero, calls, chat, and other usage stop until credits are bought or auto recharge tops up the balance. [(1) ]() They also say that if a recharge payment fails, usage can still stop. Neither point explains a call being blocked while the page showed $29.72. To get this investigated, send the support team the call ID above, your workspace ID, and the time of the failed attempts so they can check what happened on their side. You can reach them at [Retell support]() . If you want to rule out settings on your end first: - Check whether Budget Setting appears next to Auto recharge. At 100% of a monthly budget, calls and API requests pause even with credits on the balance. - Confirm the agent and API key belong to the workspace showing the balance, since billing is scoped per workspace. I can also give a general answer based on broader knowledge if you'd like. For further help: - Visit [Documentation]() - Visit [Hire certified Retell partner]()

​ To learn more, see the sources I considered: [[1] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) ​

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

### Answer Yes. Two options are supported by the sources: - **Email support**: Retell's community lead pointed users with billing and refund issues to support@retellai.com, where the billing team handles them. [(1) ]() - **Discord ticket**: Community members have been directed to create a ticket in the tickets channel at [Create a ticket]() , and the community lead helps from there. [(2) ]() Include your workspace ID, the call ID (

call_6b79abbbde8f90f259a7d158886

) , and the time of the failed attempts so the team can check the balance and billing state. One user reported getting only an automated reply from the support email and had to follow up with the community lead, who forwarded their case to the billing team. [(1) ]() For further help: - Visit [Documentation]() - Visit [Hire certified Retell partner]()

​ To learn more, see the sources I considered: [[1] Support](https://discord.com/channels/1186424376300679209/1433077970066735194) [[2] Discord message from @dumpfile on 2025-08-19](https://discord.com/channels/1186424376300679209/1186462578310910112/1407478701788106892) ​

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

### Answer I can't confirm from the available sources why you can't post in the bug-report channel, so I won't guess at the cause. Channel permissions aren't covered in the sources. You have other ways to get this investigated: - **Email support**: Retell's community lead directed users with billing issues to support@retellai.com, where the billing team handles them. [(1) ]() - **Community lead escalation**: In a similar billing case, a user whose email went unanswered got the community lead to forward their details to the billing team, and the issue was resolved. [(1) ]() [(2) ]() - **Support site**: [Retell support]() is listed as the contact for billing questions on your account. [(3) ]() Include your workspace ID, the call ID (

call_6b79abbbde8f90f259a7d158886

) , and the time of the failed attempts, so the team can check why the call was blocked while your balance showed $29.72. For further help: - Visit [Documentation]() - Visit [Hire certified Retell partner]()

​ To learn more, see the sources I considered: [[1] Support](https://discord.com/channels/1186424376300679209/1433077970066735194) [[2] Paid all the invoices but service temporarily de-activated](https://discord.com/channels/1186424376300679209/1412756536740282440) [[3] Retell AI billing: credits, auto recharge, and invoices](https://docs.retellai.com/accounts/billing) ​

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