As many others have mentioned after paying for a max subscription, the credit never get added to the account leading two months of stalled work, frustrations and disrupted workflows. My first reach out was May 7th (94 days ago). I have received 0 solutions since. Check my post history.

We demand answers from management.

As many others have mentioned after paying for a max subscription, the credit never get added to the account leading two months of stalled work, frustrations and disrupted workflows. My first reach out was May 7th (94 days ago). I have received 0 solutions since. Check my post history.

We demand answers from management.

I’ve tried being patient. I’ve tried going through official email channels. I’ve tried giving them the benefit of the doubt. But at this point, it is overwhelmingly clear that whoever is managing Perplexity’s Customer Support and Operations team is fundamentally unfit for the job and needs to be replaced.

This isn't just a tier-1 support agent making an innocent mistake. This is a complete, top-to-bottom operational breakdown that borders on predatory billing behavior.

And for an AI company? It’s pretty obvious they are relying on AI just a litttttttle bit too much to run their customer support. Only an unsupervised, hallucinating bot loop would think it's reasonable to grant a customer 100k credits, delete them 5 hours later overnight, and send a template email asking me to pay for a new max subscription less than 12 hours later.

A Quick Recap of the Management Nightmare:

1. Failure to Deliver Paid Services: I paid for Perplexity Max for April and May and received zero of my included 10,000 monthly credits. To keep my business work running, I was forced to spend $200+ out of pocket on extra top-ups while support ignored me.
2. Quietly Deleting Restored Credits: When support finally added back my missing credits with no expiration date, those credits silently vanished from my ledger weeks later with zero notice or explanation.
3. The "5-Hour" Bait-and-Switch: After I called them out on Reddit, support sent me an email officially declaring: "The issue has been fixed!" I logged in and saw 97,412 credits with an explicit line item: Bonus credits | July 23, 2026 | 100,000. Five hours later overnight, my entire balance was wiped back to 0. Support had manually deposited 100k credits onto a subscription cycle expiring that exact night, wiping every point while I was asleep. No notice, no good will pay back. Nothing.
4. Insulting "Resolution": When I asked why my points vanished, Support (Phoebe) told me the 100k on my ledger was an "internal error" that I should just "disregard," and told me the solution was to buy Max AGAIN.
5. Total Ghosting: I sent a formal escalation email more than a week ago laying out this entire disaster. Result? Total radio silence. This issue literally goes back months and ive received 1 email from an actual person with the aforementioned insult response "fix" hahahahaha. I am losing my mind with this company.

Why This is a Leadership Failure:

If a system accidentally wipes customer credits, that’s a bug. If support manually grants 100,000 points to silence a public thread, ties them to a cycle expiring in 5 hours overnight, emails the customer "it's fixed," wipes every point before sunrise, and then tells the customer to hand over more money... that is a management disaster.

Whoever designed these support workflows, automated credit expiration loops, and scripted bot responses has created a support structure that actively gaslights paying users. Human common sense has completely left the building.

How can Perplexity claim to be building the future of artificial intelligence when their customer support displays zero actual intelligence?

Fix my account, restore my back-owed credits permanently, and overhaul your customer support management.

I’ve tried being patient. I’ve tried going through official email channels. I’ve tried giving them the benefit of the doubt. But at this point, it is overwhelmingly clear that whoever is managing Perplexity’s Customer Support and Operations team is fundamentally unfit for the job and needs to be replaced.

This isn't just a tier-1 support agent making an innocent mistake. This is a complete, top-to-bottom operational breakdown that borders on predatory billing behavior.

And for an AI company? It’s pretty obvious they are relying on AI just a litttttttle bit too much to run their customer support. Only an unsupervised, hallucinating bot loop would think it's reasonable to grant a customer 100k credits, delete them 5 hours later overnight, and send a template email asking me to pay for a new max subscription less than 12 hours later.

A Quick Recap of the Management Nightmare:

1. Failure to Deliver Paid Services: I paid for Perplexity Max for April and May and received zero of my included 10,000 monthly credits. To keep my business work running, I was forced to spend $200+ out of pocket on extra top-ups while support ignored me.
2. Quietly Deleting Restored Credits: When support finally added back my missing credits with no expiration date, those credits silently vanished from my ledger weeks later with zero notice or explanation.
3. The "5-Hour" Bait-and-Switch: After I called them out on Reddit, support sent me an email officially declaring: "The issue has been fixed!" I logged in and saw 97,412 credits with an explicit line item: Bonus credits | July 23, 2026 | 100,000. Five hours later overnight, my entire balance was wiped back to 0. Support had manually deposited 100k credits onto a subscription cycle expiring that exact night, wiping every point while I was asleep. No notice, no good will pay back. Nothing.
4. Insulting "Resolution": When I asked why my points vanished, Support (Phoebe) told me the 100k on my ledger was an "internal error" that I should just "disregard," and told me the solution was to buy Max AGAIN.
5. Total Ghosting: I sent a formal escalation email more than a week ago laying out this entire disaster. Result? Total radio silence. This issue literally goes back months and ive received 1 email from an actual person with the aforementioned insult response "fix" hahahahaha. I am losing my mind with this company.

Why This is a Leadership Failure:

If a system accidentally wipes customer credits, that’s a bug. If support manually grants 100,000 points to silence a public thread, ties them to a cycle expiring in 5 hours overnight, emails the customer "it's fixed," wipes every point before sunrise, and then tells the customer to hand over more money... that is a management disaster.

Whoever designed these support workflows, automated credit expiration loops, and scripted bot responses has created a support structure that actively gaslights paying users. Human common sense has completely left the building.

How can Perplexity claim to be building the future of artificial intelligence when their customer support displays zero actual intelligence?

Fix my account, restore my back-owed credits permanently, and overhaul your customer support management.

I’ve tried being patient. I’ve tried going through official email channels. I’ve tried giving them the benefit of the doubt. But at this point, it is overwhelmingly clear that whoever is managing Perplexity’s Customer Support and Operations team is fundamentally unfit for the job and needs to be replaced.

This isn't just a tier-1 support agent making an innocent mistake. This is a complete, top-to-bottom operational breakdown that borders on predatory billing behavior.

And for an AI company? It’s pretty obvious they are relying on AI just a litttttttle bit too much to run their customer support. Only an unsupervised, hallucinating bot loop would think it's reasonable to grant a customer 100k credits, delete them 5 hours later overnight, and send a template email asking me to pay for a new max subscription less than 12 hours later.

A Quick Recap of the Management Nightmare:

1. Failure to Deliver Paid Services: I paid for Perplexity Max for April and May and received zero of my included 10,000 monthly credits. To keep my business work running, I was forced to spend $200+ out of pocket on extra top-ups while support ignored me.
2. Quietly Deleting Restored Credits: When support finally added back my missing credits with no expiration date, those credits silently vanished from my ledger weeks later with zero notice or explanation.
3. The "5-Hour" Bait-and-Switch: After I called them out on Reddit, support sent me an email officially declaring: "The issue has been fixed!" I logged in and saw 97,412 credits with an explicit line item: Bonus credits | July 23, 2026 | 100,000. Five hours later overnight, my entire balance was wiped back to 0. Support had manually deposited 100k credits onto a subscription cycle expiring that exact night, wiping every point while I was asleep. No notice, no good will pay back. Nothing.
4. Insulting "Resolution": When I asked why my points vanished, Support (Phoebe) told me the 100k on my ledger was an "internal error" that I should just "disregard," and told me the solution was to buy Max AGAIN.
5. Total Ghosting: I sent a formal escalation email more than a week ago laying out this entire disaster. Result? Total radio silence. This issue literally goes back months and ive received 1 email from an actual person with the aforementioned insult response "fix" hahahahaha. I am losing my mind with this company.

Why This is a Leadership Failure:

If a system accidentally wipes customer credits, that’s a bug. If support manually grants 100,000 points to silence a public thread, ties them to a cycle expiring in 5 hours overnight, emails the customer "it's fixed," wipes every point before sunrise, and then tells the customer to hand over more money... that is a management disaster.

Whoever designed these support workflows, automated credit expiration loops, and scripted bot responses has created a support structure that actively gaslights paying users. Human common sense has completely left the building.

How can Perplexity claim to be building the future of artificial intelligence when their customer support displays zero actual intelligence?

Fix my account, restore my back-owed credits permanently, and overhaul your customer support management.

If you saw my previous Reddit post, you know the backstory. Here is the full timeline of how insanely broken Perplexity's billing and support handling has been:

The Timeline of Events:

1. 2 Months of Paid Service Wiped Out: I paid for Perplexity Max for April and May and received 0 of my 10,000 monthly credits. To keep my work afloat, I was forced to spend $200+ out of pocket buying extra credit top-ups while support ignored me.
2. The "Band-aid Fix": Support finally acknowledged the issue after months of reaching out and put the owed credits in my account with *no expiration date*. less than 2 weeks later those points had silently disappeared.
3. Post on Reddit: I posted here calling out the fact that they quietly stripping me of my owed credits after months of lost work, charges on my card, headaches and frustration.
4. The 100,000 "Bonus Credit" Grant: Right after that post got visibility, someone at Perplexity touched my account on July 23. I logged in and saw 97,412 credits, listed as granted bonus credits: I assumed they finally gave me a proper bonus to make up for months of ruined work and $200+ in extra costs. ***SUPPORT THEN EMAILED ME TELLING ME THE ISSUE HAS BEEN RESOLVED***
5. Yanked AGAIN 5 Hours Later: Five hours later, my balance was back to 0. They attached that 100k bonus grant to a cycle that expired that exact night. They dropped 100k credits into my profile while I slept, and wiped them before sunrise.
6. Support's Response: Pay Us Again! When I asked what happened, support claimed seeing 100k on my ledger was an "internal error" that I should "disregard," and told me: "When you re-subscribe to Max, your 10,000 monthly credits will be issued."

Is This a Prank or an Outright Scam?

Are they seriously pranking me at this point? How does a company email a customer saying "your issue is fixed," deposit 100,000 points onto their ledger after a public post, wipe every single credit 5 hours later, and then have the audacity to ask for more money?

Why on earth would I resubscribe to a broken system when Perplexity still owes me thousands of credits from months ago? Asking me to pay for Max again just to get baseline access after pulling a 5-hour bait-and-switch is beyond insulting.

Work Completely Frozen/Disrupted for Months, 3+ months of Ghosting.

My professional work has taken a massive hit from this. I have not been able to touch or access any of my Spaces or Projects because I refuse to buy another out-of-pocket top-up or hand them another dollar for a subscription tier that has been broken for months.

Where Things Stand Today:

• Account status: Still missing massive amounts of owed credits from April onwards.
• Work status: Completely paralyzed; unable to access projects/spaces.
• Support status: Ghosting me after telling me they fixed the issue. Them issuing me owed credits, telling me the issue was fixed (only after posting to Reddit), then immediately revoking those points 5 hours later is batshit insane. PLEASE JUST FIX THIS!

It shouldn't take multiple Reddit posts, formal chargebacks, and public outrage to get a company to honor basic paid billing allocations.

If anyone from Perplexity management actually reads this subreddit: fix my account properly, make this right with me and respond to my email.

If you saw my previous Reddit post, you know the backstory. Here is the full timeline of how insanely broken Perplexity's billing and support handling has been:

The Timeline of Events:

1. 2 Months of Paid Service Wiped Out: I paid for Perplexity Max for April and May and received 0 of my 10,000 monthly credits. To keep my work afloat, I was forced to spend $200+ out of pocket buying extra credit top-ups while support ignored me.
2. The "Band-aid Fix": Support finally acknowledged the issue after months of reaching out and put the owed credits in my account with *no expiration date*. less than 2 weeks later those points had silently disappeared.
3. Post on Reddit: I posted here calling out the fact that they quietly stripping me of my owed credits after months of lost work, charges on my card, headaches and frustration.
4. The 100,000 "Bonus Credit" Grant: Right after that post got visibility, someone at Perplexity touched my account on July 23. I logged in and saw 97,412 credits, listed as granted bonus credits: I assumed they finally gave me a proper bonus to make up for months of ruined work and $200+ in extra costs. ***SUPPORT THEN EMAILED ME TELLING ME THE ISSUE HAS BEEN RESOLVED***
5. Yanked AGAIN 5 Hours Later: Five hours later, my balance was back to 0. They attached that 100k bonus grant to a cycle that expired that exact night. They dropped 100k credits into my profile while I slept, and wiped them before sunrise.
6. Support's Response: Pay Us Again! When I asked what happened, support claimed seeing 100k on my ledger was an "internal error" that I should "disregard," and told me: "When you re-subscribe to Max, your 10,000 monthly credits will be issued."

Is This a Prank or an Outright Scam?

Are they seriously pranking me at this point? How does a company email a customer saying "your issue is fixed," deposit 100,000 points onto their ledger after a public post, wipe every single credit 5 hours later, and then have the audacity to ask for more money?

Why on earth would I resubscribe to a broken system when Perplexity still owes me thousands of credits from months ago? Asking me to pay for Max again just to get baseline access after pulling a 5-hour bait-and-switch is beyond insulting.

Work Completely Frozen/Disrupted for Months, 3+ months of Ghosting.

My professional work has taken a massive hit from this. I have not been able to touch or access any of my Spaces or Projects because I refuse to buy another out-of-pocket top-up or hand them another dollar for a subscription tier that has been broken for months.

Where Things Stand Today:

• Account status: Still missing massive amounts of owed credits from April onwards.
• Work status: Completely paralyzed; unable to access projects/spaces.
• Support status: Ghosting me after telling me they fixed the issue. Them issuing me owed credits, telling me the issue was fixed (only after posting to Reddit), then immediately revoking those points 5 hours later is batshit insane. PLEASE JUST FIX THIS!

It shouldn't take multiple Reddit posts, formal chargebacks, and public outrage to get a company to honor basic paid billing allocations.

If anyone from Perplexity management actually reads this subreddit: fix my account properly, make this right with me and respond to my email.

I am officially at my wit's end with this platform's complete disaster of an accounting system and customer support.

If you are paying for Perplexity Max—or considering it—check your credit logs right now. What is happening with their credit tracking is borderline predatory.

Here is the timeline of utter incompetence:

1. May & June: Paying for Max, Getting 0 Credits ($200+ Down the Drain)

Starting back in May, my Max subscription completely stopped issuing the 10,000 monthly credits that are explicitly included with the tier. Two full months went by with zero baseline credits hitting my account.

Because I actually needed to use the platform for work, I ended up paying over $200 in extra credit top-ups out of pocket, assuming my baseline 10k allocation was just delayed or that it would sort itself out. Support did absolutely nothing.

2. The Fix? Publicly Shaming Them on Reddit

Surprise, surprise: email support was useless until I finally made a post right here on Reddit calling them out. Only after public visibility did someone magically step up and manually deposit the missing credits I had paid for over those two months.

Problem solved, right? Not even close.

3. Less Than 1 Month Later: Half My Credits Vanish Without a Trace

Fast-forward to less than 30 days later. I log into my account, check my balance, and half of those credits are completely gone.

No heads-up, no log explanation—just a wiped balance as if a massive chunk of the credits I fought to get restored simply vanished from the dashboard.

The Play-by-Play:

• Pay for Max: Get 0 of the promised 10k/mo credits for 2 straight months.
• Get forced into spending $200+ on extra credit charges just to use the service.
• Make a scene on Reddit just to get the credits I was already owed.
• Watch half of them quietly vanish less than 30 days later without a trace.

Is anyone else experiencing this kind of accounting ghost-work? Keep a strict eye on your balances, screenshot every single transaction and credit deposit, and do not give them the benefit of the doubt.

TL;DR: Perplexity failed to give me my 10k/mo credits for 2 months, made me spend $200+ extra out of pocket, only fixed it when I complained on Reddit, and then half the restored credits quietly disappeared less than a month later. Absolute joke.

I am officially at my wit's end with this platform's complete disaster of an accounting system and customer support.

If you are paying for Perplexity Max—or considering it—check your credit logs right now. What is happening with their credit tracking is borderline predatory.

Here is the timeline of utter incompetence:

1. May & June: Paying for Max, Getting 0 Credits ($200+ Down the Drain)

Starting back in May, my Max subscription completely stopped issuing the 10,000 monthly credits that are explicitly included with the tier. Two full months went by with zero baseline credits hitting my account.

Because I actually needed to use the platform for work, I ended up paying over $200 in extra credit top-ups out of pocket, assuming my baseline 10k allocation was just delayed or that it would sort itself out. Support did absolutely nothing.

2. The Fix? Publicly Shaming Them on Reddit

Surprise, surprise: email support was useless until I finally made a post right here on Reddit calling them out. Only after public visibility did someone magically step up and manually deposit the missing credits I had paid for over those two months.

Problem solved, right? Not even close.

3. Less Than 1 Month Later: Half My Credits Vanish Without a Trace

Fast-forward to less than 30 days later. I log into my account, check my balance, and half of those credits are completely gone.

No heads-up, no log explanation—just a wiped balance as if a massive chunk of the credits I fought to get restored simply vanished from the dashboard.

The Play-by-Play:

• Pay for Max: Get 0 of the promised 10k/mo credits for 2 straight months.
• Get forced into spending $200+ on extra credit charges just to use the service.
• Make a scene on Reddit just to get the credits I was already owed.
• Watch half of them quietly vanish less than 30 days later without a trace.

Is anyone else experiencing this kind of accounting ghost-work? Keep a strict eye on your balances, screenshot every single transaction and credit deposit, and do not give them the benefit of the doubt.

TL;DR: Perplexity failed to give me my 10k/mo credits for 2 months, made me spend $200+ extra out of pocket, only fixed it when I complained on Reddit, and then half the restored credits quietly disappeared less than a month later. Absolute joke.

In April and then again on May 23 I upgraded my account to the Max plan because I specifically wanted the included credits and predictable monthly cost.

Instead, since upgrading, zero Max credits have actually hit my account. Every time I use the product, I’m still being charged separately for credits as if I had no subscription at all.

To date, Perplexity has charged me over 300 USD in additional credits on top of the Max subscription fee. For example, this current billing period I’m not even halfway to my supposed Max “limit,” yet I have already been charged around 100 USD in extra credits on top of the subscription price. I just noticed this error going back to April. This completely defeats the point of paying for Max.

This looks like a major billing error or a serious bug in how Max entitlements are applied to accounts. At best it’s extremely sloppy, and at worst it feels like scammy behavior given how much has been auto-billed without delivering the promised credits.

I’ve contacted Perplexity support and requested:

1. A full refund of the Max subscription for this month, and
2. A fix to the bug plus at least one additional month of Max for free, given the scale of the overcharging.

No updates despite weeks of waiting from their "Support team". Huge L.

Has anyone else experienced this exact issue (Max active, but still billed heavily for extra credits and no Max credits showing)? If so, how did support resolve it for you?

Right now this is a very frustrating experience and makes it hard to trust the billing system.

In April and then again on May 23 I upgraded my account to the Max plan because I specifically wanted the included credits and predictable monthly cost.

Instead, since upgrading, zero Max credits have actually hit my account. Every time I use the product, I’m still being charged separately for credits as if I had no subscription at all.

To date, Perplexity has charged me over 300 USD in additional credits on top of the Max subscription fee. For example, this current billing period I’m not even halfway to my supposed Max “limit,” yet I have already been charged around 100 USD in extra credits on top of the subscription price. This completely defeats the point of paying for Max.

This looks like a major billing error or a serious bug in how Max entitlements are applied to accounts. At best it’s extremely sloppy, and at worst it feels like scammy behavior given how much has been auto-billed without delivering the promised credits.

I’ve contacted Perplexity support and requested:

1. A full refund of the Max subscription for this month, and
2. A fix to the bug plus at least one additional month of Max for free, given the scale of the overcharging.

No updates despite weeks of waiting from their "Support team". Huge L.

Has anyone else experienced this exact issue (Max active, but still billed heavily for extra credits and no Max credits showing)? If so, how did support resolve it for you?

Right now this is a very frustrating experience and makes it hard to trust the billing system.

1 EDC Ticket for Sale - $600

Available until I takedown this post! I am the original purchaser with proof of purchase, ID matching the ticket, and very verifyable via my social media channels, etc.! Also check my reddit history, tons of comments and OP posts (42k Karma, 8 year old account). I have friends going this year too with edc pics with me from last year that will vouch for me.

You are able to pick up at International Will Call tomorrow with a picture of my ID and purchase receipt.

Will Call Address: World Market Center, 435 S Grand Central Pkwy, Las Vegas, NV 89106.

I won't be able to fly in for it anymore.

You are able to pick up at International Will Call tomorrow with a picture of my ID and purchase receipt.

Will Call Address: World Market Center, 435 S Grand Central Pkwy, Las Vegas, NV 89106.