Netlify Bills 17 times and credits 14 times - Then Pauses my sites that can not be unpaused erven with an additional credit top up

Support
1

Urgent Assistance Required - Credits Not Allocated, Consistent build failures right on credit threshold, Sites Paused, Unable to Re-Enable without Support intervention, no responses from Support in 2 days.

Netlify Sites:

  • ant-idote.netlify.app

  • kuzeljgroup.netlify.app

Hi everyone,

I am hoping someone from Netlify can assist as I appear to be experiencing multiple account and billing-related issues.

Summary of the Issue

I subscribed to the Personal Plan ($9/month) a few days ago and have since made numerous additional credit pack purchases.

Based on my purchase history, I have paid for 17 credit pack purchases, however only 14 credit allocations appear to have been applied to my account.

In addition to the missing credits, both of my sites have now been paused:

  • ant-idote.netlify.app

  • kuzeljgroup.netlify.app

When attempting to re-enable the sites, Netlify displays a message instructing me to contact support as enabling is not possible from my end when clicking the button. Despite this, I made another credit purchase and I currently have credits showing on my account and should have substantially more available based on the purchases that were successfully billed and deducted from my bank.

Current Situation

  • Personal Plan active.

  • Credit packs purchased and charged successfully.

  • Multiple purchased credits appear not to have been allocated.

  • Both sites have been paused.

  • Unable to re-enable either site.

  • Dashboard remains accessible.

  • Sites remain offline despite available credits.

  • Support ticket(s) submitted.

  • Unable to obtain a resolution so far.

Additional Information

I have transaction records available for all purchases and can provide:

  • Purchase dates

  • Billing confirmations

  • Transaction references

  • Screenshots of account balances

  • Screenshots of the site status messages

At this stage my primary concern is:

  1. Restoring both websites as soon as possible.

  2. Investigating why 17 paid purchases appear to have resulted in only 14 credit allocations.

  3. Clarifying why the sites remain paused despite an active subscription and available credits.

Any assistance from the Netlify team would be greatly appreciated, as these sites are currently unavailable and the issue appears to be related to account provisioning, billing, or credit allocation rather than the websites themselves.

Thank you.