Why is my account locked, and how do I get back in?
When your wallet balance reaches zero or goes negative, almost everything is locked to protect the system: phone numbers stop working, AI agents stop working, email and SMS stop, you cannot build in the website builder, and the AI assistant is locked. You see a red no funds banner.
The AI assistant uses credits and wallet funds as you work with it, so heavy use, such as having it build out a website, can use up a balance faster than you expect. AI assistant use draws on your free AI credits; you can check your free usage and free AI credits on the Usage page.
To get back in:
- Go to Settings, then Billing, then Usage.
- Click Add funds so your balance is positive again.
- Turn on auto recharge so it does not happen again, for example add $10 whenever the balance drops below $10.
If adding funds fails, check your card and your bank. A declined payment shows as failed and does not always tell us the reason, and an insufficient funds message means the card did not have enough money at that moment.