Undisclosed Use of Credits and Lack of Transparency
S
Skylar
Dear Sintra AI Team,
I am writing to formally raise a concern regarding the recent discovery that credits have been used on my account without any prior clear disclosure.
I am currently subscribed to the Sintra X plan at approximately $600, in addition to an ongoing monthly fee. At the time of purchase, I understood that this plan and the associated subscription covered the full scope of the platform’s usage. At no point was it made clear that there would be an additional credits system, nor that credits would be consumed in a way that could impact my access or incur further costs.
I only recently became aware that these credits exist and have been used, and I am extremely frustrated by the lack of upfront communication regarding this. Pricing structures and any credit-based usage should be clearly disclosed before purchase and prominently visible within the platform. The current level of transparency is, in my view, inadequate and has left me feeling misled about what I originally paid for.
I expect a clear explanation of:
1. How credits work and what they are used for;
2. When and how credits have been applied and consumed on my account; and
3. Why was this information not explicitly and prominently communicated before I purchased Sintra X and the ongoing monthly subscription.
I also request that you review this issue internally and take steps to improve your communication and billing transparency going forward, so that customers have full, accurate information about all costs and limitations before committing to a purchase.
Autopilot
Merged in a post:
CREDIT Introduction a complete surprise
A
Angela
I’m a long‑time user on the top‑tier plan, and I’m really disappointed by a recent change.
I was in the middle of an important project when I suddenly hit a credit limit and was blocked from using the platform until the next billing cycle. I had no prior notice that a credit system had been introduced on my plan, and I didn’t receive any email or in‑app warning about this change.
This came as a complete surprise and disrupted my work. I believe customers on higher plans should be clearly informed before major changes like this are introduced.
I’m sharing this as feedback because I want to understand how this change was communicated and how similar situations can be avoided in the future.
Thanks for taking the time to read this.