Eleven Labs- blindspot

An edge case that stopped a user from using the ElevenLabs API just because they had duplicate invoices,

And that user is me.

Context: ElevenLabs has designed its billing and access such that if you have an active subscription and no open or failed invoices, you will have access to the API.

Problem: User tries to add top-up credits, gets an error, tries several times, ending up with duplicate invoices.

At the user end, either option is to pay for the duplicate invoice or contact support (AI) and wait……….

In the meantime, while the issue is getting solved, the user tries to redesign this flow of the product.

Solutions:

1. Prevent duplicates from being created by adding a lock-up action or rule to avoid multiple duplicate invoices from being created.
2. Provide users with self-service to cancel or void invoices where billing and compliance rules permit.
3. Make an exception to the general rule: check subscription status, existing credits, and payment state before restricting access, and leave top-up invoices out of the blocking logic entirely.

That’s all

I’m back to talking to AI support, opening ticket #4, marking it as high priority, hoping a human on the billing team will remove the duplicates manually.