How do I troubleshoot credit issues on the Mentor plan?

Last updated: May 24, 2026

View your credit logs, manage notifications, and resolve common issues with auto top-up or credit deductions.

Credits apply to the Mentor plan, which is no longer available for new sign-ups. Credits will be phased out for existing subscribers as accounts transition to Business or Enterprise plans.

Credit logs

Credit logs show a detailed record of all credit activity on your account. You can see:

  • Each session booked with credits

  • Credits deducted and added to your account

  • Which team member used credits and when

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Notifications

Two types of notifications keep you informed about credit activity:

  • Email alerts — sent when something needs your attention, like a low credit balance

  • In-app notifications — instant alerts within Ovida about real-time changes

Common credit issues

Auto top-up isn't working

What you're seeing: Your credit balance doesn't increase even though auto top-up is configured.

What to try: Check your payment information is current and that funds are available. Then use the retry top-up option in your account settings.

Credit deductions aren't appearing

What you're seeing: Credits don't seem to be deducted immediately after sessions.

What to try: Allow time for the system to process recently completed sessions. Make sure your top-up trigger and amount are set high enough to avoid running out during processing.

You're missing notifications

What you're seeing: You're not receiving emails about credit levels or account status.

What to try: Check your spam folder. If the email isn't there at all, see "Why am I not receiving emails from Ovida?"