Unusable Credit Grants [SUPPORT DISAPPEARED]

API
, ,
1

I’m having an issue with my Credit Grants not being used at all, even though I still have a large amount available.

  • I currently have more than $2,000 in Credit Grants visible in my account.

  • I also have a paid (pay-as-you-go) balance / billing method configured.

  • I’m TIER 5

  • I’ve already reached out to Support who asked for a video documenting the issue but after providing it, none answered me back. No replies after more than 10 days. Such a shame!

What I’ve tested so far:

  1. Positive overall balance (paid credits + grants)

    • When I have a positive paid balance, my requests work.

    • However, they consume my paid credits first, and the Credit Grants never seem to be used.

    • So the system behaves as if the grants don’t exist, and only the paid credits are being charged.

  2. No paid balance / only Credit Grants left

    • When I let my paid balance drop to zero (or negative, depending on how it’s shown) and I should be relying only on the grants, requests start to fail immediately.

    • I get quota/usage errors such as:

In other words:

  • The Credit Grants are visible in my dashboard, but:

    • They are not used when I still have a paid balance (only paid credits are consumed).

    • They do not allow any usage when I have no paid balance left (I immediately get quota errors).

I’ve checked:

  • Usage dashboard

  • Billing settings

  • The docs on quota and the linked error page

…but I still don’t understand why the grants are not being applied.

Questions:

  1. Is this expected behavior (e.g., certain types of Credit Grants only apply under specific conditions)?

  2. Are Credit Grants supposed to be used before or after paid credits in normal circumstances?

  3. Is there anything I need to change in my account settings / organization / billing setup so that these Credit Grants can actually be used?

If helpful, I can provide:

  • Screenshots of my Usage and Billing pages

  • My organization ID (privately to staff)

Thanks in advance for any clarification or help!

2

Credits are consumed by which will expire first, which is doing you a favor. I expect that is the case here.

If they are listed, and are not “expired” then they should be drawn from as funding when needed if nothing is earlier and your account balance should never be negative nor shut-off.

The listing of them:

https://platform.openai.com/settings/organization/billing/credit-grants