NNyquest docs

Wallet, Funding, and Billing Issues

When the money side of things isn't working as expected.

"Insufficient balance" error mid-chat

The selected paid operation needs more available funds. Free chat capacity or BYOK may still be available. Check pending work and Usage before retrying.

Quick fix:

  1. Click the balance pill in the top bar (phones: nav drawer → + Add funds)
  2. Pick a preset or type an amount in the Other field ($5–$500), then complete Stripe Checkout
  3. Funds arrive within seconds; resume chatting

Why it might surprise you:

  • A long conversation accumulates input tokens on every turn (the model sees the full history each time). Late-conversation messages cost more than early ones.
  • Reasoning models (o1, GPT-5 with thinking) burn tokens fast — a single reply can cost $0.50+
  • Agent Mode makes several model calls, each subject to a reservation and the run’s budget
  • Image generation uses model-specific provider pricing

To avoid surprise: the low-balance toast (warns at <$1.00) appears in the notifications panel. Watch for it.

Stripe Checkout completed but balance still says $0

The webhook from Stripe to Nyquest hasn't landed yet. Usually arrives in <5 seconds; can take up to 60 seconds during Stripe outages.

Try this:

  1. Wait 60 seconds, then refresh the page (the balance won't auto-update without a refresh)
  2. If still $0 after 5 minutes, talk to a real human with your Stripe receipt (amount and time) — we can manually reconcile. There is no in-app transaction ledger for you to check the funding event yourself.

Funded the wrong amount

If you funded $50 but meant to fund $5: talk to a real human with the funding event details. We refund mistake-funding within 7 days no-questions-asked.

Card declined at Stripe Checkout

Stripe shows the decline reason on its own page, not Nyquest's. Common reasons:

  • Insufficient funds on the card — try a different card
  • Card flagged by issuer — contact your bank; this is between you and them
  • 3D Secure failed — re-attempt; sometimes the auth challenge times out
  • Region not supported — Nyquest accepts US/CA/UK/EU/AU; some other regions may be blocked at the Stripe level

If it's persistent and not your bank, talk to a real human — we might be able to suggest an alternate payment method.

"Pro" status didn't activate after funding

is_pro flips to true on your first successful funding, regardless of amount. If you funded $5 and it didn't take effect:

  1. Sign out and sign back in (Pro status is loaded at sign-in)
  2. If you are still on the free-tier rate limit, talk to a real human — there's a backend race condition we can manually fix

Wallet shows incorrect balance

Possibilities:

  • In-flight requests — a request that hasn't finished yet isn't reflected in the balance, and there's no held-balance view showing pending amounts
  • Stale page — refresh
  • Recent BIG request — a long agent run can debit $0.50+ at completion; the balance updates when the request finishes, not in real-time during the run

If actual balance disagrees with what you think the math should be: More → Usage shows what you've spent. There's no line-by-line ledger of every credit and debit, so if Usage doesn't explain the gap, talk to a real human.

Charged but never funded

First, check the amount. A charge slightly larger than a top-up you did make — $5.46 for $5, $10.61 for $10 — is Stripe's processing fee added on top of the wallet credit, not a second charge. See Wallet and Funds.

If a Nyquest charge appears on your card but you didn't fund:

  1. Don't chargeback yet. Talk to a real human immediately.
  2. Provide the charge amount, date, and last 4 of the card
  3. We'll verify against the account's funding history
  4. If it's truly fraudulent, we refund and disable the affected account

Speed matters — the sooner we hear, the easier the cleanup.

I want a receipt or invoice

For tax/business purposes:

  1. /help/live-support → "Invoice request"
  2. Provide your business details (name, address, tax ID if applicable)
  3. We email you a PDF invoice for the requested funding event(s)

Self-serve invoice generation isn't built yet but is on the roadmap.

Where to next