User is locked when the credits are on the account

[jerzyj8791-lab]

[jerzyj8791-lab]

Hi,

My account is locked with the error:
"User is locked. Reason: Exhausted balance. Top up your balance at fal.ai/dashboard/billing."

However, my account shows $10 available credit.

I cannot run any model (nano-banana-2, flux-2-pro, gpt-image-1.5, grok-imagine-image).
All of them return the same lock message.

Screenshots attached:

• Billing page showing $10 balance
• Error message from the sandbox

Please help unlock the account.
Thanks!

[jerzyj8791-lab]

Any update?

[jerzyj8791-lab]

Hello, can you help according to my request?

[jerzyj8791-lab]

Can you help me? why after I paid for credits I can't use them? why nobody care about my issue?

[zambrowski1]

I'm sad too, my friend. They've been ignoring my email for five days, and my git issue is already two days old. Excellent service, really:) I paid money just to view my balance.

[macguyversmusic]

seems their operating structure focusses more on taking the money than providing support or service, we have experienced the same 3 times in the last week also seting back development 36 hours :-/

various messages, account locked, balance exhausted, user not found for key id and secret.

AI response gave an initial good feeling that something was happening but then it wasnt, it was just another fast AI response to trick us in to feeling like we had the support.

bad form is all i can say