# My balance looks wrong

The usual reasons: the figure was read a minute ago, the app labels a small badge in its own units while Settings shows money, a spend limit is acting like an empty balance, or a payment has not landed yet.

*https://perpetualtechnologies.co.uk/support/balance-looks-wrong — last checked 2026-10-05*

## Steps

1. Open Settings, then Intelligence, then Managed usage and press "Refresh balance". Under the figure it says when it was last read, and a red notice says the figure may be out of date if the latest refresh failed.
2. Compare the two parts. "Monthly allowance left" is spent before "Top-up balance left", so a top-up looks untouched until the allowance is gone.
3. Check the amounts in your currency. The app was built to count in its own units, so a small usage badge can still show a count while Managed usage shows money. They describe the same balance in two ways.
4. If a chat says you are out but the balance is not empty, look at "Spend limits" on the same screen. Your own daily or monthly limit gives a separate message.
5. If you just paid, wait a few seconds and refresh. The balance updates from Stripe’s notification after the payment completes.

## How to tell it worked

After a refresh, "Available to spend" equals the monthly allowance plus the top-up shown beneath it.

## If it does not work

**The screen says "No managed usage account" or "needs a signed-in Personal account".**

Sign in with the account that holds the plan. Free has no managed balance.

**You paid and the balance is still unchanged after a refresh.**

Tell us what Stripe shows and what this screen shows. Do not pay again.

**A refund took money off a month’s allowance.**

A refunded or disputed plan month takes that month’s allowance back. A top-up is left alone.

## Related guides

- [How your balance works: monthly allowance, top-ups and running out](https://perpetualtechnologies.co.uk/support/how-balance-and-top-ups-work)
- [Managed usage: your balance, top-ups and spend limits](https://perpetualtechnologies.co.uk/support/managed-usage-balance-and-limits)
- [NeuralVault routing: pick from 200+ models and pay from your balance](https://perpetualtechnologies.co.uk/support/neuralvault-routing)

## Still stuck

Bug reports belong in the app, in Settings, About. Those carry no contact details, so they
get fixed rather than answered. To get a reply, email us instead: that route targets two
business days. https://perpetualtechnologies.co.uk/contact