Hi Netlify team,
My team is suspended for exceeding the credit allowance, but I purchased
a top-up pack and the credits are not being applied.
Team: eduardo-48k9ups
Plan: Pro
Site: ecom-eos (ecom-eos.netlify.app)
Billing period: July 8 - August 7
On July 29 I purchased a 1,500-credit top-up pack. My credit card was
charged. The Credit balance page shows it as “1,500 / 1,500 credits
remaining - No expiration - Granted July 29, 2026” - completely unused.
At the same time:
- “Credits available” reads 0
- Projects are still suspended
- Functions return HTTP 503 (POST to /.netlify/functions/sope-api)
- netlify deploy --prod returns “JSONHTTPError: Forbidden”
- The static site still serves, but nothing works without the functions
The purchase dialog said “Your projects will be restored within minutes of
purchase” and “Credits will be added to your current billing cycle”.
That did not happen. Two days later the paid credits remain untouched and
the suspension is still active.
This looks like the stuck suspension flag reported several times here over
the past weeks (164819, 164843, 164937, 165032, 165073, 165170), where
engineering had to clear the flag manually.
I opened a support ticket and have not received a response yet.
This site is the internal operations system my company runs on - field
technicians and office staff cannot work while it is down. Could someone
check for the stuck flag on this team and clear it?
Thanks,
Eduardo