> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myrouter.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Top-Up & Billing

## 1. What should I do if my balance hasn't arrived after topping up?

Normally, top-ups are credited instantly. If there is a delay, please contact support with the following information:

* Account ID (UUID)
* Top-up order number (product\_xxx)
* Payment screenshot

Note: The system may occasionally experience delays, and balances are typically credited manually after investigation. If confirmed to be a system issue, the platform usually issues credit vouchers as compensation.

## 2. What is the top-up rate? How do I top up in RMB?

Top-ups are calculated in USD. You can top up directly via Alipay. The real-time exchange rate is displayed on the top-up page.

## 3. How can I avoid top-up failures?

Top-up failures are usually caused by two main reasons:

* Card issuer declined. This may be due to the following reasons. Please check or contact your card issuer for details:
  * The corresponding payment channel is not activated.
  * The credit card has expired or is frozen.
  * Insufficient credit card balance.
  * Incorrect card number.
  * Incorrect security code.
* Risk control measures of the payment channel. Please check and make necessary adjustments:
  * Too many cards associated with the device ID.
  * A very high number of declined cards using this email address.
  * Very short time since this card first appeared with this device ID on the Stripe network.
  * Very low authorization rate associated with this email address.
  * The name on the email address does not match the name on the card.

## 4. How is pricing calculated?

Different models/capabilities are charged differently:

* LLMs / Embedding / Reranker: Billed per token, including input / output / cache write / cache read dimensions.
* Images / Videos / Audio: Billed per API call.

## 5. How can I view detailed bills and usage?

* Billing overview: [https://myrouter.ai/billing/transactions](https://myrouter.ai/billing/transactions)
* Detailed usage: [https://myrouter.ai/billing/details](https://myrouter.ai/billing/details) (view token usage details for each model)
* Pricing: [https://myrouter.ai/pricing](https://myrouter.ai/pricing)

## 6. Why was I charged a large amount with very few API calls?

Please check the following:

* Model selection: High-end models like Claude Opus 4.5 consume credits quickly (110K input tokens can cost \$0.45 or more)
* Token calculation: Models like Gemini calculate image input tokens based on resolution; high-resolution images can generate a large number of tokens
* Cache billing: Some models (e.g., Claude) charge at the "cache input" price when Prompt Caching misses, which may be more expensive than regular input

## 7. Why does it show insufficient balance (403) when I still have vouchers/balance?

Possible reasons include:

* The account truly has insufficient funds (total of cash + vouchers is not enough)
* System billing display delay (already fully consumed)
* Per-minute RPM/TPM rate limit exceeded (error message may display as insufficient balance)

## 8. Why am I being charged for free models?

Please check if you switched models during use. If you switch from a paid model to a free model within a conversation, charges may be incurred due to context token calculations. It is recommended to check the model call records in billing details.

## 9. Are refunds supported? How do I apply?

Generally, used balance is not refundable. If a refund is truly needed (e.g., the platform cannot meet your business requirements), please provide:

* Account ID (UUID)
* Registration email
* Reason for refund

Note: Compatibility issues encountered through third-party tools (e.g., Cursor) are typically not eligible for refunds. It is recommended to test with a small top-up first.

## 10. Are refunds returned to the original payment method?

Yes, refunds are returned to the original payment account. If the top-up was made by a company, please confirm the original payment channel with your finance department.

***

**Contact Support**

If the above FAQ does not resolve your issue, please contact technical support through the following channels:

* Email: [support@myrouter.ai](mailto:support@myrouter.ai)
* Please provide the following information:
  * Problem description + screenshots
  * Account ID (UUID)
  * Trace ID (if available, usually found in the error message)
  * Request parameters (with sensitive data redacted)