How credits, billing, keys and your data actually work. Still stuck? Talk to us.
No. We do not train on your prompts, your files or your outputs, and we do not pass them to providers for training. The full statement is on the privacy page.
Usage records are kept for billing — six years, as UK tax rules require — but those are amounts and timestamps, not content.
Ask us and we will delete it — there is no self-service button for this yet, so open a ticket or email support@infery.ai. You can also ask for a copy of your data first.
Account data is kept for the life of the account plus a short wind-down, then deleted or anonymised unless the law requires us to keep it. Some things age out on their own well before that: request and response payloads after 30 days, Studio chat history on your plan's retention window (24 months at the longest), security and audit logs after 12 months.
One category we must keep: billing and tax records, for six years, because HMRC requires it. Those are amounts and timestamps — not your prompts, files or outputs. The privacy policy sets all of this out.
The free plan is pay-as-you-go with the full catalogue, the playground and the API: you are charged per run rather than a monthly fee, and new accounts start with trial credits.
It carries lower limits than the paid plans — fewer API keys and projects, a single member, and a smaller rate limit. The pricing page has the current numbers for every plan.
Open Settings → Members and send an invite by email. Roles decide what each person can reach — billing, developer, and so on.
How many members you can add depends on your plan; the free plan is a single seat.
Yes. Point the OpenAI client at our base URL with an infery key and existing code works — chat completions, streaming, embeddings and function calling all follow the same shapes.
We also publish TypeScript and Python SDKs, which reach the parts that have no OpenAI equivalent, such as video, workflows and the tool catalogue. See the SDK docs.
Create an account, open Settings → API keys, and create one.
The key is shown once, at creation. We store only a hash, so it cannot be retrieved or emailed to you later — if you lose it, revoke it and create another. Keys start with inf_live_, which makes a leaked one easy to search for in code and logs.
Three things cause this, in order of likelihood: the key was revoked, the workspace balance is empty, or you are hitting a rate limit and reading the refusal as an auth failure.
The response code tells you which: 401 is the key, 402 is the balance, 429 is the rate limit. Check the key under Settings → API keys, then the balance.
Four things cause this, and only the last one is on our side.
stream is not set. Without "stream": true the reply is generated in full and arrives in one piece — on a long answer that is indistinguishable from a hang.
The response is being read whole. response.json() or response.text() waits for the stream to finish before returning anything. Iterate it instead; both the OpenAI SDK and ours do that for you. With curl, pass -N.
Nothing has happened yet. The first chunk can take several seconds on a large model. That is time to first token, not a stall — the connection is open and the answer is on its way.
Something in between is buffering. We send x-accel-buffering: no, which most proxies honour, but a corporate proxy or a serverless platform that ignores it will hold the whole response until the end.
Every stream ends the same way: a usage chunk carrying credits_used, then data: [DONE]. If you never see [DONE], the connection was cut mid-stream rather than the model stopping — retry, and tell us if it keeps happening.
You have crossed a rate limit — either requests per minute, or the daily token budget on your plan. Both reset on their own, and the response says which one you hit.
Our SDKs retry with backoff automatically. If you are calling the API directly, wait out the window rather than retrying immediately, which only pushes you further behind.
A credit is the billing unit for everything you run — a chat completion, an image, a workflow step. One credit is worth $0.01, so 100 credits is a dollar's worth of usage.
Prices differ per model, and each model's page shows its rate. You are charged for what a run actually consumes, not a flat fee per call.
Runs stop rather than failing silently: the API answers 402 and the playground tells you the balance is empty. Nothing is queued, and nothing is charged after that point.
Top up from Billing and the next run goes through immediately. Your keys, projects and files are untouched by an empty balance.
Open Billing and choose to cancel. Nothing is charged again after that.
The cancellation takes effect at the end of the period you have already paid for — you keep the plan and its limits until then, rather than losing them the moment you click. After that the workspace moves to the Free plan.
Credits you bought are not affected. Your plan's monthly allowance expires when the plan does, but top-up credits are yours and never expire. If your team is larger than the Free plan allows, the extra members lose access at the same point.
If you are a consumer in the UK or EU, you also have 14 days from a purchase to cancel and be refunded — see the terms.
Yes — an unused credit balance can be refunded to the card you paid with, minus the payment-processor fee (Stripe charges us roughly 3% plus £0.20 per transaction).
Two things cannot be refunded: credits you have already spent, and credits that expired at the end of a billing cycle. UK and EU consumers have 14 days from a purchase to cancel and be refunded in full.
There is no self-service refund button — open a ticket from the Tickets tab and say which payment you mean. The full policy is Section 9 of the terms.
Ask here first. The assistant answers from our documentation, and when you are signed in it can see your account.
If it cannot help, open a ticket from the Tickets tab — that reaches a person, and the reply arrives by email as well as here. Tickets need an account, so sign in first. If you do not have one yet, email support@infery.ai and we will take it from there.
