AI credits: Top-up credits purchased for a different JetBrains Account

Symptoms

Purchased AI top-up credits are not available in the IDE or cannot be used with an active AI subscription.

Environment

• Customer type: All customers
• Region: All regions
• Product: AI products

Cause

The AI top-up credits were purchased for a different JetBrains Account than the one associated with the AI Pro subscription.

Resolution

1. Verify the JetBrains Account used to purchase the AI top-up credits
2. Verify the JetBrains Account associated with the AI Pro subscription
3. If the accounts are different, contact Sales Support
4. Provide the order number for the AI top-up credits and the email addresses associated with both JetBrains Accounts
5. Explain why two separate JetBrains Accounts are being used
6. Sales Support will review the account configuration and, if possible, add the AI top-up credits to the JetBrains Account containing the AI Pro subscription