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When requests are refused: wallet, budget and voucher codes

What it does

Every request in a self-serve workspace draws on one prepaid balance, the wallet. Each new workspace starts with a $9 starting credit. When the wallet is empty, frozen or on hold because of a payment dispute, requests are refused, in the chat and for API clients alike. This page explains the messages you will see, what to do about each, and how the wallet differs from a budget.

How to ask

You do not ask the assistant for this. You see a message in place of an answer. Find yours below.

  1. "This workspace has no remaining balance, so every request is refused. It does not reset on its own — an administrator can add funds to the workspace wallet to continue." The wallet is empty. What you can do depends on the workspace's plan. On a paid self-serve plan, the workspace owner, or a member whose role grants Buy plans and add budget, opens Settings → Billing & plans → Wallet and chooses Add budget. A member without that permission chooses Request budget there; the request goes to the owner and to everyone whose role grants Buy plans and add budget. On a free trial, nobody can add budget: upgrade to a paid plan first. On a Standard workspace only the owner adds budget (a holder of Buy plans and add budget cannot) and nobody can request budget, so ask the owner. On an Enterprise workspace, or any other manually managed plan, the wallet is read-only for everyone and Myra refills it. The wallet says "This workspace is managed by sales — top-ups are arranged with your contact.": contact your Myra contact person (or Myra support).
  2. "This workspace is frozen, so every request is refused. …" The wallet was frozen on purpose by an administrator. Adding funds does not lift a freeze. Ask your administrator to contact Myra support to have the workspace unfrozen.
  3. "This workspace's wallet is on hold because of a payment dispute, so every request is refused. …" A payment on the workspace is disputed (for example a charge-back). Adding funds does not lift the hold. Contact Myra support to resolve the dispute.
  4. A refusal that says your prepaid balance is too low for this request means the wallet is not empty but holds less than a minimal answer would cost. Add budget in the same place, as described for your plan above.

Tips

  • The wallet and a budget are different things. A budget is a cap on spend for a token, gateway or tenant. The wallet is the prepaid balance every request draws from.
  • Raising or resetting a budget does not help when the wallet is empty or frozen. These wallet messages carry no budget scope and no budget or spend figures.
  • The wallet never resets by itself. It only grows when someone adds budget.
  • Owners and members with Buy plans and add budget can also set up an automatic top-up in the same place, so the wallet does not run dry.

Limits

  • A voucher code can only be entered during sign-up: on the paid plan's confirmation step, or on the trial's email step when you came through a campaign link. An existing workspace has no field to enter a code.
  • A free trial cannot add budget. Upgrade to a paid plan first, then add budget to the wallet.
  • A frozen workspace stays refused until an administrator unfreezes it, whatever the balance.

When something goes wrong

  • I raised the budget but requests are still refused. The message names no budget? Then it is the wallet, not a budget. Add budget to the wallet instead.
  • There is no Add budget button. Your role does not grant Buy plans and add budget, or the plan does not allow it. Use Request budget, or ask the workspace owner. On a free trial, upgrade to a paid plan. On a Standard workspace only the owner adds budget and there is no Request budget. On an Enterprise workspace Myra refills the wallet; contact your Myra contact person (or Myra support).
  • Adding budget is refused after a charge-back. A charge-back puts the wallet under review. The wallet says "A payment on this workspace is under review, so no top-up can be taken until it is resolved." No top-up is taken until it is resolved: contact Myra support.
  • Adding budget is refused because the subscription is inactive. The wallet says "The subscription is inactive — reactivate it on Your plan before topping up." Reactivate the subscription on Your plan, then add budget.
  • The message says the balance could not be verified. Nothing was charged. Send the request again in a moment.
  • The message says the balance is reserved by running requests. Wait a moment and try again; no top-up is needed.