FAQ

Wallet and granting

Why did adjusting a customer's quota fail?

Most likely insufficient prepaid wallet balance. Every credit you grant is deducted from your wallet in real time, and at zero balance all granting actions fail.

Check the balance on the Finance tab and contact your account manager to top up.

My customer says a redemption code failed

Redemption codes have a double balance check: the face value is deducted from your wallet at creation, and your current balance is checked again when the customer redeems.

So issuing codes does not guarantee they can be redeemed. If you spent the balance elsewhere after issuing, outstanding codes stop working.

Fix: top up immediately, then have the customer retry — the code remains valid. Prevention: keep a buffer in your wallet after issuing codes.

The profit account has money — why does it still say insufficient balance?

The prepaid wallet and the profit & commission account are separate. Granting credit looks only at the prepaid wallet.

Converting profit into usable granting balance requires a withdrawal or an arrangement with your account manager; it cannot be transferred directly.

Can I redeem my own codes?

No. The system blocks a reseller owner from redeeming codes issued by their own account. To credit your own account, use quota adjustment on the Users tab.

A customer's balance dropped with no matching usage

If you attached a validity period to that credit, the unused remainder is reclaimed automatically. Credit issued with the validity left empty is never reclaimed, so the change has another cause.

Finance → Grant ledger shows each grant's issued amount, remaining balance and expiry date.

Reminder: never attach an expiry to credit a customer actually paid for — that is their money and reclaiming it causes disputes. Use limited-time grants only for promotions and trials.

Pricing

Saving a price fails with "price too low"

Your ratio would put the customer price below your procurement cost, so the system blocks the save to prevent selling at a loss. Raise the ratio.

For your specific procurement pricing, consult the commercial materials from the platform or contact your account manager.

Customers can see a group I did not want exposed

Turn off member visibility for that group on the Pricing tab.

My pricing change did not take effect

After editing a row in the pricing table you must click Save on that row. Leaving the page discards the change.

Does raising prices affect existing customers?

Yes. A ratio change immediately affects everyone using that group, including keys they already created.

Better approach: create a new group for new customers and leave existing ones in place. Announce changes in advance via a site announcement.

Customer issues

A customer reports API errors — how do I diagnose?

Start with their logs (Users tab → View logs). The cause is usually obvious: insufficient balance, wrong model name, expired key, misconfigured IP whitelist.

You can resolve most cases yourself. The full error reference is in User Guide → Troubleshooting — that page can be sent directly to customers.

When escalating, provide the Request ID from the customer's log.

A customer forgot their password

Find them on the Users tab and use reset password.

A customer gets "no available channel"

Usually a misspelled model name. Have them copy the exact name from the model catalog, watching case and version suffixes.

If the name is correct, check whether their group actually serves that model — try another group.

Can customers see the platform's branding?

No. Your reseller site shows the branding you configured. Note however that support entry points are not inherited from the main site — you must configure your own, or customers cannot reach you.

Site configuration

My homepage shows raw HTML source

Your content contains blank lines. A blank line terminates the HTML block and everything after it renders as plain text. Remove all blank lines.

The homepage now executes JavaScript (HTML content renders in an isolated sandbox), so scroll-reveal, carousels and similar effects work. If a button still does nothing, check whether the script depends on platform login state or cookies — the sandbox grants no same-origin access. Literal <, > and & must still be escaped.

Buttons on my homepage do nothing

The homepage does not run JavaScript. Use plain CSS and ordinary links, or ask the platform for help with complex interactions.

Domain verification keeps failing

DNS has not propagated yet. Confirm with a lookup tool before retrying. Also make sure CDN proxy mode is off — the record must resolve directly.

Do I need to provide my own HTTPS certificate?

No. Once the domain is verified, certificates are issued and renewed automatically.

Reconciliation

My margin does not match expectations

Check in this order:

1. Finance → Customer consumption, comparing revenue against cost;
2. Check self-use and internal consumption — calls from your own and sub-admin accounts are real costs;
3. Check whether you issued a lot of limited-time grants (a cost with no matching revenue);
4. Revisit the Pricing tab to confirm your ratios are not too low.

How do I export data for accounting?

The statement on the Finance tab exports to CSV; filter by period and export.

A customer says they paid but received nothing

If you collected offline and adjusted manually, check Finance → Balance adjustment records to confirm the operation succeeded.

If the customer paid online, provide the order number to the platform.

Team

Can my support staff see my profit?

No, unless you granted them the Finance module. With Analytics alone, profit fields are zeroed out.

Can sub-admins add other sub-admins?

No. Only the reseller owner can manage the roster.

Anything else

Contact your account manager. For customer-specific issues, include the customer account and the Request ID.