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Why Are My Credits on Hold?
Free credits held back on a shared browser, and the rarer "Balance paused pending review": what each one means, when buying a pack fixes it, and how to tell us we got it wrong.
Two different holds
Two quite different things can stop credits reaching you:
- Your free credits are held back. This is the common one. It only ever touches the free credits a new account gets — your account works, and you can buy and build as normal. The next four sections are about this.
- "Balance paused pending review". An admin has paused spending on the account by hand. That is rare, and it is the last part of this page.
The automatic guard against account farming — one person collecting free credits on many accounts — usually only holds back free credits, which is the first case. It can also freeze a balance, but since 12 September 2026 it does that on one proof only: the same browser signed into both accounts. A browser that merely looks the same — same make, same version — is not enough, because that describes thousands of people.
"Your 100 free credits are one click away"
You may see this blue card where your welcome credits card would be:
> Your 100 free credits are one click away > We give free credits once per person. Your network already has a few new accounts, so we need one quick check. You can already build and buy packs right now.
Nobody is blocked here — your free credits are just waiting. Two ways to unlock them:
- Unlock in Discord (instant) — link your Discord account, and the credits arrive straight away if that Discord account has not been used on another VyroAI account.
- Open a support ticket — a person at support can unlock them for you.
"Free credits already went to another account in this browser"
This red card means the free credits were already given to another account in this same browser:
> Free credits already went to another account in this browser > Each person gets free credits once. Your account works fine: buy any pack and you can build right away, and the block lifts for good.
It holds back only the free credits. Your balance is not frozen, credits you pay for are never held, and everything you build works as normal.
Buying a pack lifts this block for good
For the red card, buying is the fix. Any paid credit pack — or the first payment of a subscription — lifts the block for good, and the free credits it held back are added to your balance as well. The credits appear on your balance; there is no separate announcement to wait for.
"We got it wrong? Tell us"
If the red card is a mistake — two people really do share one browser, say — press We got it wrong? Tell us, write one line about what happened and press Send. It becomes a support ticket with your account attached, and a person reads it. If they agree, the block is lifted for good and the free credits it held back are added to your balance. You do not have to buy anything while you wait.
"Balance paused pending review" — a pause by an admin
This one is different, and much rarer. Anywhere you try to spend credits you may meet it instead of the result:
> Balance paused pending review > Your credits are temporarily on hold while we review recent account activity. No action needed — this usually clears within a day.
Two things lead here: an admin pausing the account by hand, or the farming guard finding the same browser signed into two accounts. Either way the message and the way out are the same. Once you have met it, a Credits on hold pill stays in the top bar beside your balance, and pressing it reopens the full dialog, headed Your credits are on hold. Your balance number is untouched and nothing has been taken. While it is on you can sign in, look around and open everything, but nothing that spends credits will start; anything that was already running finishes normally.
The dialog carries a box you can type one sentence into, and Send and get this looked at sends it straight to support with your account attached. Only an admin can lift this pause, so that box — or contacting support from the account that is on hold, see Getting Help — is the way out.
Buying does not lift an admin's pause
A paused balance is not an empty one, so topping up changes nothing here — do not buy credits to fix this message. It is the opposite of the red free-credits card above, where buying is the fix.
Two people in one household can both use VyroAI. A second account in the same browser does not get the free credits by itself, but it can buy and build normally — and We got it wrong? Tell us is the way to ask for them.
Where to next
- Next in Account & Billing: Refunds When Something Fails
- Balance looks low: Running Out of Credits — The other reason a job is refused — an empty balance.
- Just started out: How Credits Work — What credits are and where the balance lives.
- If the hold is wrong: Getting Help — The way to get a hold lifted.
14 of 31 in Account & Billing · Last checked 12 September 2026 · Previous: What a Message Costs