Resolve held AI usage

Overview

This page is for AtomicX platform administrators. Tenant Owners and Admins can't open it; they see held usage as credits set aside on AI credits.

Some AI usage can't be charged automatically, so AtomicX Chat holds it for review instead of guessing:

Needs review: the usage was recorded, but the billing month, the tenant's plan or its credit packs changed before the credits could be taken.
Pending: the credit update failed for a temporary reason and is retried automatically. You only need to act if it stays pending.
Outcome unknown: an AI call was sent to the provider but the connection was interrupted, so nobody knows whether the provider billed it. The credits for the whole request stay held.
Never sent: a call was prepared but never reached the provider before its request stopped.

Held usage is never charged on its own, and a resolution never takes a tenant's credits below zero. Every resolution records who made it, when, the reason, and the state before and after.

Steps

Review held usage

In the sidebar, go to Plans & billing → Usage reconciliation.
The cards at the top show how many items are in Needs review, Pending, Held AI calls and Mismatches, and the Credits held in total.
Narrow the list with Type (All, Settlements or Held AI calls), Tenant and Mismatches only, then click Apply.
Each row shows the tenant, the model, the state, how long it's been held (Age), the Credits involved, the credits already Allocated and the Reason.

A Mismatch badge means the credits taken don't match the recorded usage, for example a settled item whose allocations don't add up to its charge. These rows show Investigate instead of Resolve: contact engineering instead of changing balances by hand.

Resolve an item

Click Resolve on the row.
Choose one:
- Settle under current terms charges the recorded credits from the tenant's credits now: first anything its request already set aside, then this month's plan credits, then packs. If the tenant doesn't have enough credits, nothing is charged and you see a message. This option isn't available for calls that were never sent or that can't be charged.
- Write off as not chargeable charges nothing and releases any credits the request was holding.
Enter a Reason, such as the evidence you checked (a provider invoice, a support ticket). A reason is required.
Click Confirm resolution. The item leaves the list and appears under Resolution history.

Resolving the same item twice does nothing the second time, even if two administrators click at once.

Tips

Check the provider's billing for Outcome unknown calls before settling. Settling charges the call's maximum quoted credits, so write it off if the provider didn't bill it.
If Settle under current terms is refused for lack of credits, either wait until the tenant buys credits or their plan credits reset, or write the usage off.
Hover over a row in Resolution history to see the state before and after the decision.