> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jiekou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Top-ups and Billing

## 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

Note: Occasional system delays may occur. In general, the balance will be manually credited after investigation. If it is confirmed to be a system issue, the platform will usually issue a voucher as compensation.

## 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](https://jiekou.ai/billing/transactions)
* Detailed usage: [https://jiekou.ai/billing/details](https://jiekou.ai/billing/details) (you can view Token usage details for each model)
* Pricing: [https://jiekou.ai/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

Note: Refunds are usually not supported for compatibility issues encountered when using third-party tools such as Cursor. We recommend testing with a small top-up first.

## 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)