USD 30 API Top-Up Marked Successful, but Paid Balance Is Not Reflected in

Developer Support
1

Hello Moonshot AI / Kimi Support Team,

I hope you are doing well.

I am respectfully

On August 10, 2026, I successfully completed a USD 30.00 manual top-up.

The Kimi Platform Top-Up Details page continues to confirm the transaction as successful:

  • Amount: USD 30.00

  • Date: August 10, 2026, 19:46:34

  • Invoice: WN3ZPWLI-0001

  • Source: Manual Top-Up

  • Status: Successful

However, as of August 12, 2026, my Account Overview currently displays:

  • Available balance: approximately USD 0.93263

  • Current consumption: USD 0.00000

  • Monthly consumption: USD 0.00000

  • Total consumption: approximately USD 0.06737

  • Total Top-Up: USD 0.00000

  • Frozen amount: USD 0.00000

  • Voucher value shown on Account Overview: USD 0.00000

I also previously saw a USD 5.00 registration gift voucher under Voucher Management, where approximately USD 0.06737 was shown as consumed. This appears to be accounted for separately from the USD 30.00 paid top-up and is another reason I would appreciate clarification of the account ledger.

I have already contacted Moonshot AI support by email and provided the official invoice, payment confirmation, screenshots, and a screen recording documenting the situation.

In the initial response, I was advised that API consumption can be affected by retries, reasoning settings, context size, tool calls, and other usage factors. I understand this, and I am not disputing legitimate API consumption.

My concern is specifically about the accounting of the USD 30.00 paid top-up.

If the USD 30.00 transaction is confirmed by the platform as successfully paid, why does my Account Overview currently show “Total Top-Up: USD 0.00000,” and where is the USD 30.00 currently recorded in my account?

I would sincerely appreciate it if a Moonshot AI / Kimi team member could review this case or escalate it to the appropriate team for a manual billing/account reconciliation.

Specifically, I would kindly appreciate confirmation of:

  1. Whether the full USD 30.00 was successfully credited to my account.

  2. My account balance immediately before and immediately after the successful top-up.

  3. Why the Top-Up Details page confirms a successful USD 30.00 transaction while the Account Overview displays Total Top-Up: USD 0.00000.

  4. Where the USD 30.00 is currently recorded in the account.

  5. Whether any portion of the amount was consumed, frozen, expired, transferred, or otherwise allocated.

  6. If any portion was consumed, the corresponding billing/usage records accounting for those deductions.

  7. How the USD 5.00 registration gift voucher relates to the USD 30.00 paid balance.

  8. The correct current paid balance and promotional/voucher balance according to the account records.

I would like to emphasize that I am approaching this matter in good faith and with respect for the Moonshot AI team. I am simply trying to understand what happened to the successful USD 30.00 payment and to ensure that my account has been credited correctly.

If an account or billing inconsistency is confirmed, I kindly ask that it be corrected.

Thank you very much for your time, attention, and assistance. I sincerely appreciate your support and look forward to clarification and resolution of this matter.

Kind regards,
Thiago Martins
Brazil