VAPI•6mo ago

URGENT: startup plan charged by credits or bundled minutes?

Our organization updated to startup plan. And I see errors to find assistant ids, and when using services, thay says "Your Wallet Balance is -0.01. Please Purchase More Credits Before Proceeding", even if we have bundled minutes. How does it work? Need your help

KyleAPP•7/17/25, 3:23 PM

Hey, I see you're having some issues with your startup plan. It sounds like you're encountering errors with assistant IDs and a message about your wallet balance.

The startup plan includes bundled minutes, but if you're seeing a negative balance, it might be due to how the credits are being applied. I recommend checking your account to ensure the bundled minutes are activated correctly.

If you still have questions or need further assistance, let me know, and I can help you out.

Ccomprehensive-tomato Hey, I see you're having some issues with your startup plan. It sounds like you'...

full-greenOP•7/18/25, 4:10 AM

I wouldnt ask for a help, if the bundle minutes were not applied. I see the bundled minutes and credits were consumed, how is it even possible to get negative balance?

how I can sure, even if I put credits, I don’t encounter the same issue again. Sorry, the question is urgent

KyleAPP•7/19/25, 6:04 PM

Hey legolaz1336,

I sincerely apologize for the delay in our responses this week. We experimented with some process adjustments that didn’t work as intended, and unfortunately, this caused some disruptions. That’s entirely my responsibility.

Just a quick note—our team is unavailable on weekends. However, if something urgent or critical comes up, feel free to reach out to me directly, and I’ll assist you.

The support issues will be resolved in the coming weeks, and starting Monday, you can expect more consistent and improved support. Thank you so much for your patience and for continuing to stick with us!

KyleAPP•7/26/25, 1:46 PM

Hi,

First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it.

Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing:

Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries.
Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times.
Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us:
Accounts with usage over 1,000 minutes/month will receive prioritized support.
For all general inquiries, we’re establishing a standardized 48-hour response time.

We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible.

Thank you for your continued patience and for being part of our journey.

Warm regards,

Vapi Team

URGENT: startup plan charged by credits or bundled minutes?

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