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Billing issues (GPT for Excel)

I have a ChatGPT subscription, but I still need to buy credits​

Problem: You have a ChatGPT subscription, but GPT for Excel still says that you need to buy credits.

Solution

You do not need an OpenAI ChatGPT subscription (Go, Plus, Pro, Business, or Enterprise plan) to use GPT for Work. If you have a ChatGPT subscription, you cannot use it with GPT for Work.

Buy credits.

I bought a pack but I still have no credits​

Problem: You have bought credits but GPT for Excel still shows zero credits.

Solution

Check which account you are using in GPT for Excel and make sure it is the account with which you have purchased your credits. Switch to another account if needed.

My packs have disappeared from the tracking screen​

Problem: You have bought credits and used GPT for Excel but now your credit packs have disappeared from the usage tracking screen.

Solution

Check which account you are using in GPT for Excel and make sure it is the account with which you have bought your credit packs. Switch to another account if needed.

The costs are too high​

Problem: Your consumption is higher than you expected and you wish to spend less money on GPT for Excel.

Solutions

I have a subscription, but the add-in says I've reached my usage limit​

Problem: You are on a subscription plan, but GPT for Excel says that you reached your usage limit.

Solution

This happens when your seat's monthly usage credits are used up and one of the following is also true:

  • The space's shared extra-usage credits are empty or expired.

  • The space's monthly limit has been reached.

  • You have reached your user monthly limit.

If you are the space owner or an admin, buy extra-usage credits or raise the limit that was reached. Otherwise, ask your space owner or admin to do so.

You can also wait for your next renewal, when your seat's monthly usage credits reset. The Billing page in the GPT for Work dashboard shows the reset date.

I have extra-usage credits that I can't use​

Problem: You have extra-usage credits, but you can't use them.

Solution

You need an active subscription to use extra-usage credits. If your subscription is canceled or a renewal payment failed, your extra-usage balance is preserved, but you cannot use it. To use it again, renew your subscription or start a new one from the Billing page in the GPT for Work dashboard. Extra-usage credits still expire 12 months after your last purchase, even while your subscription is inactive.

My renewal payment failed​

Problem: Your subscription renewal payment failed.

Solution

If you are the space owner or an admin, update your payment method and pay the outstanding invoice from the GPT for Work dashboard:

  1. In the sidebar, select Billing.

  2. Click Payment method to open the Stripe Customer Portal, and update your payment method.

  3. Back on the Billing page, click Pay now. If you skip this step, the payment is retried automatically over the next few days.

If you are not the space owner or an admin, ask them to update the payment method.

I paid for a subscription, but the add-in still says my free trial ended​

Problem: You upgraded to a paid subscription, but GPT for Excel still says that your free trial ended or asks you to upgrade.

Solution

GPT for Excel may still show your previous subscription status. To update the status, click refresh in the message, or close and reopen the GPT for Excel sidebar.

If the message persists, you may be signed in to GPT for Excel with a different account than the one you used to buy the subscription. Check which account you are using in GPT for Excel, then switch to another account if needed.

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