Resolving 'Insufficient Credits' Error

Last updated: February 23, 2026

Resolving the "Insufficient Credits" error

The "Insufficient Credits" error appears when your firm's shared credit balance has reached zero. To resolve it, request additional credits from support or ask an admin to check the billing cap at Settings > Billing.

Why this error appears

Mary uses page credits to process documents. Each page costs approximately 1 credit. Credits are shared at the firm level, meaning all users on your account draw from the same pool. When the pool is empty, no one on your team can upload new documents or create chronologies until credits are added.

Common reasons for running out of credits:

  • A large bundle of documents (for example, 2,000 pages of medical records or discovery materials) consumed most of the monthly allowance.

  • Multiple team members uploaded documents to different matters at the same time.

  • An admin set a billing cap that has been reached, pausing extra-page processing.

How to fix it

  1. Check the balance (admin only): Go to Settings > Billing to see how many credits remain and whether a billing cap has been reached.

  2. Raise the billing cap: If the cap has been hit but your firm is willing to pay for extra pages, an admin can increase the cap at Settings > Billing > Adjust cap. Processing will resume automatically.

  3. Request more credits: Email support@marytechnology.com and let the team know you need additional credits. Include the approximate number of pages you need to process if possible.

  4. Retry your upload: Once credits have been added or the cap has been raised, go back to your chronology and upload your documents again.

Non-admin users: You cannot see the credit balance or billing cap in the platform. Ask an admin on your team to check Settings > Billing, or email support@marytechnology.com directly.

Preventing this in the future

  • Monitor usage: Admins can track credit consumption at Settings > Billing at any time.

  • Review your plan: If your firm consistently exceeds its monthly allowance, a higher-tier plan may be more cost-effective. Email support@marytechnology.com to discuss options.

  • Estimate before uploading: As a rough guide, 1 credit equals 1 page. A 500-page bundle of personal injury records will use approximately 500 credits.

If this doesn't answer your question

  • If you see the error but believe you should have credits remaining, there may be a billing cap issue. Ask an admin to check the cap at Settings > Billing.

  • If credits were added but the error persists, try refreshing the page and retrying your upload.

  • If the problem continues after refreshing, email support@marytechnology.com with the name of the matter and a screenshot of the error message.

  • For a complete overview of how credits work, see the article on Understanding page credits in Mary.