FAQ
Common questions about accounts, billing, keys, models and invoicing.
For diagnosing specific error messages, see Troubleshooting. This page answers questions about how things work.
Account
What do I need to sign up? Is email the only option?
An email address and a password, plus email verification. The code is sent to the address you enter.
If it does not arrive, check your spam / promotions folder. Some corporate mail systems block system email — try a common public provider instead.
I forgot my password
Use "Forgot password" on the login page to reset via your registered email.
I received a new-location login alert that was not me
Do three things immediately: change your password; review the API Keys list and delete anything you do not recognise; check Usage Logs for unexpected calls.
Can several people share one account?
Technically yes, but it is not recommended. Give each person their own API key with a quota cap instead — that way problems trace back to an individual and a single key can be revoked without disrupting everyone else.
Billing and balance
Do my credits expire?
Credits from top-ups and redemption codes never expire.
Limited-time grants do get reclaimed at expiry. Grants are counted in the total balance you see, and the wallet page shows a separate card with the remaining amount and expiry date. See Limited-time grants.
My balance dropped with no matching usage
Check the complimentary-credit card on the wallet page first: if it is titled "Limited-time grants", a tranche most likely expired; if it says "Complimentary credit", nothing was reclaimed and the cause is elsewhere — reconcile entry by entry under Billing → Account ledger.
Is the date on a redemption code the expiry of the credits?
No. It is the redemption deadline — after it, the code can no longer be redeemed. Once redeemed the amount becomes ordinary balance and never expires.
Are key quota and account balance two separate pools?
No. There is one pool of money, the account balance. A key's quota is only a spending cap for that key.
Balance $100 with a $10 key quota → that key spends at most $10. Balance of only $3 → that key can only spend $3.
Am I charged for failed calls?
No. Billing is pre-deduct then settle: an estimate is held when the request starts and reconciled against actual usage at the end. Failed upstream calls are refunded in full.
You will see Refund entries in usage logs — that is the mechanism working normally.
Why is my cost higher than expected?
Most often because input tokens far exceed expectations: long context, whole documents in prompts, or accumulated conversation history.
See Investigating cost for the diagnostic order.
I paid but my balance did not update
Refresh the page first. If it still has not arrived, contact support with your order number (in Order History on the wallet page) — an administrator can settle it manually.
Payment callbacks are signature-verified and order state transitions run in database transactions, so a payment is never credited twice.
Can I get an invoice or pay by corporate transfer?
Self-service top-ups do not issue invoices directly. Contact site support or your account manager.
Prices show in local currency — how is the rate set?
The platform accounts in USD; local-currency figures are display values converted at a unified reference rate. Every page (balance, model pricing, billing) uses the same rate for consistency.
API keys
Can I recover a lost key?
No. A key is shown in full only once, at creation. Delete the old one and create a new one.
What if I think a key leaked?
Delete it immediately — disabling only pauses a key, deleting revokes it. Then create a replacement and review usage logs filtered by that key for unauthorised calls.
Can one key be used across multiple sites?
No. A key is bound to the site where it was created; using it on another domain returns an invalid token error.
How do I fill in the IP whitelist?
One entry per line, CIDR supported:
1.2.3.4
203.0.113.0/24Do not use commas. 1.2.3.4, 5.6.7.8 has its comma stripped and the parts concatenated into a non-existent address, rejecting every request.
Also note that in containers, serverless and behind egress gateways your real outbound IP may differ from expectations and may change.
Should keys have an expiry?
Yes for contractors and temporary testing. Production keys are easier to run as never expire, paired with regular log review.
The platform emails you 3 days before a key expires.
Models and calling
What is the API base URL?
The domain you are currently visiting, with no api. prefix:
https://<your-site-domain>/v1If you reached the platform through a partner's own domain, use that domain.
Do the OpenAI SDKs work?
Yes. The platform is OpenAI-compatible; most SDKs need only base_url and api_key changed. See API Key Management.
What does "Supplier" mean and which should I pick?
The same model is usually served by several upstream routes; the interface calls these suppliers. Price, speed and reliability can differ.
If unsure, keep the default Smart routing → Smart automatic. The system picks the best available route and has a circuit breaker that drops failing routes automatically.
Pin a supplier manually only when you have a specific requirement — you then take on the availability risk if that route has problems.
Where do I find model names?
The model catalog (top navigation, no sign-in required). Copy them rather than typing — misspelled model names are the leading cause of "no available channel" errors.
Is the Playground free?
No. Playground calls are billed exactly like API calls, deducted from your balance and recorded in usage logs.
Generated image URLs do not open
Raw upstream image URLs usually expire quickly. Store results yourself, or configure your own storage for automatic archiving.
Logs and reconciliation
What should I provide when reporting a problem?
The Request ID matters most — expand the failed entry in usage logs to find it. Also include the time, the verbatim error message and the key name.
Never send a complete sk- key to anyone, including support. The key name and Request ID are all that is needed.
My monthly statement is empty
Monthly statements must be generated manually. Pick the month and click generate. The underlying log detail is never lost.
How do I export data for expense reports?
The Billing page exports monthly and daily statements as CSV. Do not reconcile by paging through logs.
Anything else
Contact site support. Providing a Request ID and the time of the error makes diagnosis much faster.