Response from support team is incorrect and doesn't solve the real problem
lalitgehani
TRIALOP

a year ago

can you enable the below URL for me to respond
the information responded to is not correct by the railway team.

https://help.railway.com/support/purchased-prepaid-credits-are-no-longer-2ab0a06c

Solved

28 Replies

lalitgehani
TRIALOP

a year ago

N/A


brody
EMPLOYEE

a year ago

the response Rahul gave is correct


lalitgehani
TRIALOP

a year ago

Here is the thing
I paid $10
So 1 month subscription including usage is $5
My usage is less than $5 so my bill for 1 month is $5 - which makes sense.
Now $10-$5 =$5.00
So with this, my subscription should renew for the current cycle with subscription + usage upto $5
I am trying to understand where am I getting wrong on this?
Because the response doesn’t explain on missing $5


brody
EMPLOYEE

a year ago

  • loaded $10 on dec 25th 2024

  • negative $5 to pay for hobby on dec 25th 2024

  • negative $5 to pay for hobby on jan 25th 2025

remaining balance: $0


lalitgehani
TRIALOP

a year ago

You’re right but my account says all projects paused and subscription is showing as trial and not hobby


brody
EMPLOYEE

a year ago

you can't have an active plan with $0.
Railway is a paid service.


lalitgehani
TRIALOP

a year ago

But my active plan says Trial and not Hobby


brody
EMPLOYEE

a year ago

again, you cannot have an active plan with $0


lalitgehani
TRIALOP

a year ago

But my $5 got deducted for the same plan starting 26th Jan 2025
So shouldn’t it say hobby?


brody
EMPLOYEE

a year ago

no it should not


brody
EMPLOYEE

a year ago

your account has $0 in it


lalitgehani
TRIALOP

a year ago

Yes but after deducting $5 for the new cycle


brody
EMPLOYEE

a year ago

yes and now you have zero dollars, you cannot have an active plan with 0$


lalitgehani
TRIALOP

a year ago

But my service would run until 25 Feb 2025?


brody
EMPLOYEE

a year ago

service can't run with zero dollars in the account


lalitgehani
TRIALOP

a year ago

But isn’t $5 includes usage as well?


brody
EMPLOYEE

a year ago

that's only deducted at the end of the cycle


lalitgehani
TRIALOP

a year ago

Oh
So you mean I need to always have > $5 in my account


brody
EMPLOYEE

a year ago

yes


brody
EMPLOYEE

a year ago

railway is a paid service, you cannot use a paid service with $0 in your account


lalitgehani
TRIALOP

a year ago

I’ll be frank
This was all super confusing
If $5 is included as usage, shouldn’t I be allowed to use the service upto $5 and then if there is no balance, services should pause?


brody
EMPLOYEE

a year ago

$5 is a coupon, it's not an actual credit value in your account


lalitgehani
TRIALOP

a year ago

Gotcha, thanks for explaining


brody
EMPLOYEE

a year ago

may I recommend the automatic payment plan, that way you don't have to worry about keeping your account topped up


lalitgehani
TRIALOP

a year ago

Can I switch to it now without incurring another $5 as monthly hobby subscription?


brody
EMPLOYEE

a year ago

you will likely be charged again given you let your account drop to $0


lalitgehani
TRIALOP

a year ago

Yeah.
I’ll do another prepaid topup for the time being


brody
EMPLOYEE

a year ago

!s


Status changed to Solved brody 12 months ago


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