Hello Moonshot AI / Kimi Support Team,
I am respectfully requesting assistance with an unresolved billing reconciliation issue concerning my Kimi API Platform account.
On August 10, 2026, I completed a USD 30.00 manual top-up, invoice WN3ZPWLI-0001. The Top-Up Details page shows the payment as successfully completed.
I contacted Moonshot AI support and have been cooperating with the investigation. During this process, I provided the requested Creator ID, Organization ID, invoice, payment evidence, screenshots, and additional documentation.
On August 17, Moonshot AI Support informed me:
“This account has been recharged.”
They then requested a screenshot of my Billing Overview page, which I provided.
However, the Billing Overview continued to display approximately:
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Available Balance: USD 0.93263
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Total Consumption: USD 0.06737
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Total Recharge: USD 0.00000
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Frozen Amount: USD 0.00000
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Voucher Amount: USD 0.00000
This is the point I am respectfully trying to clarify.
If the USD 30.00 payment was successfully completed and Moonshot AI Support has confirmed that the account was recharged, I would appreciate clarification as to where the USD 30.00 is reflected in the account ledger and why the Billing Overview continues to display Total Recharge as USD 0.00000.
I am not disputing legitimate API consumption. My concern is specifically the reconciliation of the successful USD 30.00 payment.
There was also promotional/voucher credit associated with the account, so I would appreciate it if the paid balance, promotional credit, consumption, and remaining balance could be reconciled separately.
I have continued communicating with API Support and sent another follow-up on August 22 because the matter remains unresolved.
I respectfully ask whether a Moonshot AI team member could help review or internally escalate this billing case so that I can receive a definitive reconciliation of:
previous balance + USD 30.00 paid top-up + promotional credit − API consumption = current balance
If an inconsistency is identified, I kindly ask that the account balance be corrected accordingly.
I appreciate the time and assistance already provided by the Moonshot AI team. My intention is simply to understand the accounting of the successful payment and have the issue resolved.
Thank you very much for your attention and support.
Kind regards,
Thiago Fernando Martins
Brazil