1. What should I do if my balance does not arrive immediately after a top-up?
Under normal circumstances, top-ups are credited immediately. If there is a delay, please provide the following information to customer support:- Account ID (UUID)
- Top-up order number (product_xxx)
- Payment screenshot
2. What is the top-up conversion rate? How do I top up with RMB?
Top-ups are calculated in USD. You can top up directly via Alipay; click the top-up page to view the real-time exchange rate.3. How can I avoid top-up failures?
Top-up failures are usually caused by two main reasons:- Issuing bank rejection. This may be caused by the following reasons. Please check or contact your issuing bank for details:
- The relevant payment channel has not been activated.
- The credit card has expired or been frozen.
- The credit card has insufficient balance.
- The card number is incorrect.
- The security code is incorrect.
- Risk control measures of the payment channel. Please check and make any necessary adjustments:
- Too many cards are associated with the device ID.
- A very high number of cards have been declined using this email address.
- This card has appeared for the first time on the Stripe network with this device ID only very recently.
- The authorization rate associated with this email address is very low.
- The name on the email address does not match the name on the card.
4. How is pricing calculated?
Different models/capabilities are charged using different billing methods:- Large language models / Embedding / Reranker: Billed by token, including dimensions such as input / output / cache write / cache read.
- Images / videos / audio: Charged by number of calls.
5. How can I view detailed bills and usage?
- Billing overview: https://jiekou.ai/billing/transactions
- Detailed usage: https://jiekou.ai/billing/details (you can view Token usage details for each model)
- Pricing: https://jiekou.ai/pricing
6. Why was I charged a large amount even though my call volume was low?
Please check the following:- Model selection: High-end models such as Claude Opus 4.5 consume credits quickly (an input of 110K tokens may cost more than $0.45)
- Token calculation: For models such as Gemini, image inputs are counted as Tokens based on resolution; high-resolution images may generate a large number of Tokens
- Cache billing: For some models, such as Claude, if Prompt Caching does not hit, it is billed at the “cache input” price, which may be more expensive than regular input
7. Why do I still get an insufficient balance (403) error when I still have vouchers/balance?
Possible reasons include:- The account balance is indeed insufficient (cash + vouchers are not enough)
- Delayed display in system billing (the balance has actually already been used up)
- You exceeded the per-minute RPM/TPM limit and were rate limited (the error message may appear as insufficient balance)
8. Why are free models also being charged?
Please confirm whether you switched models during use. If you switch to a free model within a paid model session, charges may occur due to context tokens being calculated. We recommend checking the model call records in the billing details.9. Are refunds supported? How do I apply?
In general, used balances are not refundable. If you truly need a refund (for example, if the platform cannot meet your business requirements), please provide:- Account ID (UUID)
- Registered email address
- Reason for refund
10. Will the refund be returned to the original payment method?
Yes. Refunds will be returned to the original payment account. If the top-up was made by a company, please confirm the original payment channel with your finance team.Contact Support If the FAQ above does not resolve your issue, please contact technical support through the following methods:
- Enterprise WeChat/WeChat technical support group (recommended, fastest response)
- Information format to provide:
- Problem description + screenshots
- Account ID (UUID)
- Trace ID (if any, usually found in the error message)
- Request parameters (after desensitization)