Use case: A client paid you outside the portal for extra credits, you want to give them a few bonus hours as a thank-you, or a request was charged by mistake. You can correct their balance yourself, without creating an invoice.
Portal admins and admins can add, remove or correct the credits and hours of any client organization. Every change shows up in the organization's balance history, so you and your client can see what happened.
Where to find the balance
Credits: go to Users > Clients, open the Organizations tab, open the organization and click the Credits tab.
Hours: open the organization and click the Time entries tab.
At the top you see the Balance (used / total) and what's Remaining. Below, Used credits (or Used hours) lists what was spent, and Purchased credits (or Purchased hours) lists every batch the client received, with its Details and Expires date.
The Credits tab only shows when credits are turned on for your portal, and the Time entries tab only when time tracking is on.
Add credits or hours
In Purchased credits, click Add credits. (For hours, click Add hours in Purchased hours.)
Choose how much to add:
Predefined: pick one of your top-up options from the list. The amount and name come from the top-up option.
Custom: enter a Description (for example, the reason) and the Amount. The client can see the description in their balance history.
Click Add balance.
The new batch appears in Purchased credits right away and the Remaining balance goes up. You can add whole or half amounts (for example 1.5 hours), with a minimum of 1.
The Predefined list shows the top-up options of the matching type. To add options to it, see How to create top-up options.
Remove credits or hours
Click Remove credits (or Remove hours).
Enter how many to remove. The window shows the Available balance, and you can't remove more than that.
Click Remove credits (or Remove hours) to confirm.
Correct an existing batch
If a batch was added with the wrong amount, change it instead of adding or removing more:
In Purchased credits (or Purchased hours), click the three dots at the end of the row and choose Edit.
Enter the New amount and, optionally, a Description with the reason for the change.
Click Update credits (or Update hours).
You can't set a batch below what has already been used from it. If you enter a description, it replaces the text in the row's Details column.
Hours work the same way
On the Time entries tab, the Purchased hours section has the same Add hours, Remove hours and Edit actions.
Expiry and rollover
Manual additions don't expire. Credits or hours you add by hand stay until they're used or removed.
Subscription credits and hours expire at the end of their billing period, unless the service lets unused credits or hours roll over. See How to create credit-based services and How to create time-based services.
FAQ
Can team members change balances?
No. Only portal admins and admins see the add, remove and edit actions.
Does adding credits create an invoice?
No. Manual changes never charge the client. To let clients buy more themselves, set up top-up options.
Can clients see the remaining balance?
Yes, on their own Credits and Hours pages. You can hide the remaining balance in the sidebar: see How to hide the remaining credits / hours on the sidebar.