Scope: Token handling can depend on the plan, feature, request result and order status. Use the Token balance and usage record shown in the Subscription Center for the affected request.
FXT AI automatically returns reserved or pre-deducted Tokens when a service request fails and no result is delivered. Manual Token adjustments are not normally required.
If you see a failure message:
Do not repeatedly submit the same request while it is still processing.
Refresh FXT AI.
Check your Token balance and usage details in the Subscription Center.
Confirm whether the original request later completed or the Tokens were returned.
For account-specific help, sign in to the Client Portal, open Service Hub from the left navigation menu, select Create Ticket, and choose the category and issue that best match your request.
your customer ID;
the feature used, such as AI Q&A, report generation or AI investment forecast;
the approximate date and time of the request;
the number of Tokens shown as deducted;
any request or order reference displayed; and
the error message or a screenshot.
Do not include your password or one-time verification codes.