Project Funds Exhausted
Despite having paid all our invoices in a timely manner for the past 3 years, suddenly our team is unable to use DNAnexus. All we see is a “Project Funds Exhausted” error message and the billing details show a -£6,077.46 charge that cannot be explained. Has anybody experienced this before or know how this can be resolved quickly?
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5 comments
Hi James. We have notified DNAnexus support and asked them to investigate. They will be in touch as soon as possible. I have also created a support ticket for this so we can speak further.
Hi James,
The “Project Funds Exhausted” error message indicates that the org used for that project's billing has ran out of funds. To troubleshoot this, users should check their Billing Portal account and their bank statement to make sure that the charges were paid; additionally, if users have multiple billable orgs, they should also make sure that the project is billed to the correct billable org in the project's “Settings” tab.
If the error persists after the steps described above, users should reach out to the UKB-RAP support team at ukbiobank-support@dnanexus.com and send the following information:
I see that the UK Biobank Data Access team has already forwarded your inquiry to us. I will reach out to you via email to further investigate the issue.
Best regards,
Alois Kozubik | Bioinformatics Scientist | Care
DNAnexus
Hi Ben, It has been one week since we were shut out of the project and contacted DNAnexus support, but we have yet to receive any replies from them.
We are now on day 11 of being locked out of our RAP account. RAP users should be aware of the risks of changing their payment method in DNAnexus.
Users should know that DNAnexus billing is very unresponsive, and there does not seem to be a way to escalate our issue to someone knowledgeable.
Hi James,
I believe this has now been resolved. If you are still having problems accessing your data or resolving any issues please contact us.
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