Credits vs Billing
Credits and billing are related, but they are not the same request type. Separating them helps Hatz answer usage questions quickly and route finance or commercial questions to the right owner.
Credit usage questions
Credit usage questions are about how Hatz usage is measured, consumed, limited, or explained.
How many credits were used.
Why a workflow, app, agent, model, file, or API call consumed credits.
Unexpected credit consumption.
Credit limits, usage caps, or rate-limiting behavior.
What the product shows about allowance, usage period, or reset timing.
A tenant or workspace blocked by a usage limit.
Credits / Usage questions usually require product context, usage context, or troubleshooting.
Billing questions
Billing questions are about money, invoices, plans, payments, refunds, procurement, or commercial terms.
Invoices, invoice line items, taxes, payment method, payment failures, or receipts.
Refunds, disputes, credits on an invoice, cancellation, or downgrade.
Package purchases, plan changes, procurement, or contract-specific terms.
Questions that require Billing, Finance, Sales, or an account owner to confirm terms.
Billing questions may require Billing, Finance, Sales, or your account owner before Hatz can confirm contract-specific terms.
How to classify your request
If your question is "why did usage happen?" or "why did credits change?", choose Credits / Usage.
If your question is "why was I charged?" or "what are my commercial terms?", choose Billing.
If both are involved, start by explaining the usage question and the invoice or payment question separately.
What to include for credit usage questions
Workspace or tenant.
Affected user, if the usage appears user-specific.
Date range, approximate time, and timezone.
Feature used, such as chat, app, workflow, agent, API, phone agent, file processing, or integration.
Model, Auto mode state, file, workflow, app, agent, phone agent, or run details when available.
Diagnostic link or ID, such as the chat URL, workflow run URL, app or artifact URL, generated-file panel, API
X-Request-ID, or visible run/request ID.What usage you expected, what usage you saw, and which usage view you are comparing.
Whether the run completed, failed, was retried, or is blocking work now.
Support can review the usage and account state from those details and determine the appropriate next step. Credit usage review does not automatically mean credits, refunds, concessions, or account adjustments will be issued.
What to include for billing questions
MSP or customer account.
Invoice date or invoice number, if available.
Plan, package, tenant, or line item in question.
Whether this is a payment failure, refund request, cancellation, downgrade, purchase, or procurement question.
Account owner or billing contact, if known.