Identification Credits vs. Who to Contact Credits: Two Separate Pools Explained
Visual Visitor uses two distinct types of credits that are frequently confused. Understanding the difference prevents unexpected errors and helps you manage your plan effectively.
Identification Credits (Monthly Visitor IDs)
These are your primary plan credits. Each time a website visitor is identified — meaning the platform matches them to a person or company record — one identification credit is consumed. This is the main limit displayed on your plan (e.g., 750 per month, 1,000 per month, 10,000 per month).
Key behaviors:
- Resets to 0 on the 1st of each calendar month (they do NOT roll over).
- Once exhausted, new visitors are not identified until the reset, unless overage is enabled.
- Known Customers and Suppressed visitors do not consume identification credits.
Who to Contact Credits
These are a separate, smaller pool used when you actively look up or retrieve contact details (name, email, phone number) for a prospect via the Who to Contact feature.
Key behaviors:
- Separate monthly allotment (commonly 100 per month on standard plans).
- Also resets on the 1st of each calendar month.
- Exporting contacts that you have already saved and unlocked does not consume additional credits — you only pay for the initial lookup.
- If you are using the Zip Code filter within Who to Contact, note there are two zip code options: Contact Zip Code (the prospect's home/personal zip) and Company Zip Code (the company's address zip). Using the wrong filter may return unexpected results.
Common Confusion: "I've only downloaded 550 contacts but I'm over my limit"
This is the most frequent misunderstanding. Your identification credits (the higher number) track how many website visitors were identified.
Your Who to Contact credits (the smaller number) track how many contact lookups you have performed. These are independent counters — hitting a limit on one does not affect the other.
When Do Credits Reset?
Both credit types reset on the first of the month. If you need additional credits before the reset, contact support@visualvisitor.com to discuss purchasing add-on credits mid-cycle.
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