We had gap between amount charged on our account and actual usage on our API usage report, and it seems that credit has been disappeared from our account.
We would like to clarify the facts on this issue as soon as possible. We would like to use perplexity API however, we can not proceed to recharge unless we understand billing logic correctly. I have been often contacting support@perplexity.ai for 3 months but received no response yet. Wishing your support here. Thank you!
Hi there,
Thank you so much for reaching out and sharing your concerns about the billing issue you’ve experienced—it’s completely understandable to feel frustrated when things don’t add up, especially when it comes to your trust in our service. I apologize for the lack of response to your prior messages; this is absolutely not the experience we want for you, and I can imagine how discouraging that must feel.
To help get to the bottom of this as quickly as possible, could you please share the email address associated with your account? This will allow us to take a closer, personalized look at your case and ensure nothing gets overlooked.
I want to reassure you that overcharges are not something our system is designed to allow, but I recognize that your experience and peace of mind are what matter most here. You can review our official pricing at the following link, but I’m committed to walking through this with you step by step until things are fully resolved:
Additionally, you might find clarity by checking your invoices directly here:
Thank you for your patience and for giving us the opportunity to make this right. We’re here to support you and ensure you have the confidence and clarity you need moving forward.
HI There!!
I am so glad that I have received a response from Perplexity. The email address associated with our account is hiroseele.marketing.6806@gmail.com. Please see attached image which explains this issue from my view. I created the attached image in February when I first realized the issue. Development partner and I have reviewed pricing tables and billing & invoice, however we still think that our credit has been disappeared to zero. Please support us. Thank you.
Ken Tajima
Hi jamesliounis,
Could you please response to my comment? The mismatch in invoice amounts is our issue, but we also consider the fact that communication is interrupted when we request support from you via Discord, email, and other methods to be a major issue, so we would appreciate your support. Thank you.
Ken Tajima