> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyperbolic.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Account and billing FAQ

> Answers about signing in, phone verification, adding credit, invoices, refunds, and withdrawing your balance.

# Account and billing FAQ

## Signing in

<AccordionGroup>
  <Accordion title="Where do I sign in?">
    Hyperbolic runs in your web browser at [app.hyperbolic.ai](https://app.hyperbolic.ai). Sign in with the same method you used to sign up: Google, GitHub, or email and password.

    If you forgot your password, use the **Forgot password?** link on the sign-in page. If you signed up with Google or GitHub, you do not have a Hyperbolic password. Use that button instead.
  </Accordion>

  <Accordion title="Hyperbolic cannot find my account">
    * Check the email address for typos, and try every email address you might have used.
    * If you signed up with Google or GitHub, choose that option instead of typing your email.
    * If you still cannot get in, email [support@hyperbolic.ai](mailto:support@hyperbolic.ai) from the address you think you used, and tell us roughly when you signed up.

    Hyperbolic accounts are identified by email address. We cannot look up an account by a numeric ID. If someone gave you an ID that starts with "HG", see [Is "Hyperbolic Global" part of Hyperbolic?](/docs/faq/security-compliance#is-hyperbolic-global-part-of-hyperbolic).
  </Accordion>

  <Accordion title="Phone verification and the $1 credit">
    Verifying your phone number adds a \$1 credit to your account.

    * The \$1 credit cannot be used to rent a GPU. To rent a GPU, add at least \$5 of your own credit first.
    * Enter the code sent by text message to your phone. The code sent to your email only verifies your email address.
    * If the text never arrives or the code is not accepted, contact support with the email on your account. Support can check it and add the credit by hand if verification did not work.

    Hyperbolic follows US sanctions rules. Phone numbers and accounts from countries on the US Treasury OFAC sanctions list are blocked.
  </Accordion>

  <Accordion title="How do I delete my account?">
    Go to the **Settings** tab in the app and choose the delete option. If deletion fails, email [support@hyperbolic.ai](mailto:support@hyperbolic.ai) from your account email.

    Before deleting, terminate any running instances and copy off any data you need. Deleted data cannot be recovered.
  </Accordion>
</AccordionGroup>

## Credit and billing

<AccordionGroup>
  <Accordion title="How do I add credit?">
    Select **Deposit** in the upper-right corner of the dashboard, enter an amount (minimum \$5), and pay at checkout by card. Credit is 1:1 with dollars and never expires. See [Billing and Payments](/docs/general/billing-payments).

    Direct crypto deposits are no longer accepted.
  </Accordion>

  <Accordion title="Why can't I rent a GPU?">
    You need one deposit of at least \$5 to unlock GPU rentals. Free credit from promotions or phone verification does not count. Your balance must also cover at least one hour of all your running instances plus the new one.
  </Accordion>

  <Accordion title="Can I get an invoice?">
    Invoices cannot be downloaded from the dashboard yet. Email [support@hyperbolic.ai](mailto:support@hyperbolic.ai) from your account email with your company name, billing address, tax or VAT ID if you have one, and the deposits you want on the invoice.
  </Accordion>
</AccordionGroup>

## Refunds and withdrawals

Your Hyperbolic balance is credit for GPU time. It is not a bank account, and it does not earn money.

<Warning>
  If you are asking about money paid to "Hyperbolic Global" or another app that promised earnings, that money did not go to Hyperbolic. See [Is "Hyperbolic Global" part of Hyperbolic?](/docs/faq/security-compliance#is-hyperbolic-global-part-of-hyperbolic).
</Warning>

<AccordionGroup>
  <Accordion title="What can be refunded?">
    * Unused credit from a card or Stripe Link payment made in the **last 90 days**.
    * Refunds go back to the original payment method only.

    These cannot be refunded:

    * Deposits older than 90 days. You can still use the credit on the platform.
    * Promotional and referral credit, including the phone verification credit. A refund is your remaining balance minus any promotional or referral credit.
    * Credit already spent on GPU time or storage.
  </Accordion>

  <Accordion title="How do I ask for a refund or withdraw my balance?">
    Email [support@hyperbolic.ai](mailto:support@hyperbolic.ai) **from the email address on your Hyperbolic account**, so we can confirm the account is yours. Say which deposit you want refunded.

    Once a refund is started, it usually takes 5 to 10 business days to appear on your statement, depending on your bank.
  </Accordion>

  <Accordion title="A GPU I rented failed. Can I get credit?">
    Contact support with the instance ID and when it happened. Support reviews problems on our side case by case.
  </Accordion>

  <Accordion title="What happens if I dispute a charge with my bank?">
    We may pause the account until the dispute is settled. Contacting support first is usually faster.
  </Accordion>
</AccordionGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.