I have Catalyst credits, but I still got a bill or a payment-failed email. Why weren't my credits used?

Catalyst pays a bill from credits only when the credits belong to the Catalyst account being billed and that account’s payment setup lets them be applied. The usual causes are:

1. The credits are on a different Catalyst account. Credits stay with the account that claimed them and can’t be shared with or merged into another Catalyst account, so keep your projects in the account that holds the credits.
2. They aren’t Catalyst credits. Promotional credits from another Zoho product can’t pay Catalyst bills. Money in your Zoho Subscription Balance pays Catalyst bills only if you set it as your payment method.
3. The subscription is on an offline, invoice-based payment mode, where credits aren’t applied automatically. Catalyst support can switch it.
4. The credits have expired.

Check Credits Info in Settings → Billing → Manage Billing while signed in with the account that received the bill. If credits show there and a bill was still raised, contact Catalyst support from the Super Admin’s email address with the invoice number and your account’s data center.

Refer to the Manage Billing help page for more information.