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Your credit balance goes down by 1 credit for each order Keysender delivers, whatever the order value, and by 1 for each fraud check if you use fraud monitoring. Marketplace orders can take the balance below zero, so a negative balance is normal there. Here is how to check yours.
TL;DR
Note the date your balance last looked right. You compare from that date.
Open Account, then Billing, and read your credits left under Current Plan.
Open Summary and count the orders delivered since that date.
Add 1 credit per delivered order and 1 per fraud check, then compare the total with the drop in your balance.
If you are low or below zero, click Buy More. See Adding credits to your account.
The drop in your balance matches your count, and a new purchase adds to the balance you had. For example, buying 100 credits on a balance of -20 leaves 80. See Understanding billing and plans for the rest of the page.
| Symptom | Cause | Action |
|---|---|---|
| Your credit balance is negative | Marketplace orders can go below zero so the sale is not lost | Buy credits to bring it back above zero |
| An order shows low credits | A store order was processed with no credits left | Buy credits, then check the order under Viewing specific order details |
| Credits dropped by more than your orders | Fraud checks also use credits | Check whether fraud monitoring is on |
| The balance still does not add up, or shows part of a credit | This needs a check on your account | Submit a claim with the dates and the order IDs you counted |
Submit a claim so Keysender Support can review it.
One credit per delivered order, whatever the order value. A fraud check costs one more if you use fraud monitoring.
Marketplace orders can take the balance below zero so the sale is not lost. Buying credits adds to that figure.
Store orders stop and show low credits until you buy more.
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