AI Pro and Ultimate: AI Top-up credits unavailable without an active AI subscription

Symptoms

Purchased AI top-up credits are not available for use.

Environment

• Customer type: Personal
• Region: All regions
• Product: AI top-up credits

Cause 

AI top-up credits require an active, eligible AI subscription associated with the same JetBrains Account.

Resolution

1. Sign in to the JetBrains Account used to purchase the AI top-up credits and check whether an active AI subscription is listed under your licenses
2. If the AI subscription is associated with a different account, contact Sales Support and provide:
   a. The AI top-up credit order number
   b. The AI subscription ID
   c. The email address associated with the existing JetBrains Account and the email address used to purchase the AI top-up credits
3. If no active AI subscription is available, purchase an AI subscription
   a. The AI top-up credits will become available after an eligible AI subscription is associated with the account

Note: AI top-up credits are non-refundable under the current refund policy.