An account locked for exhausted balance doesn't unlock on top-up

Deploy and infrastructure

Symptom

User is locked. Reason: Exhausted balance. Top up and the lock stays (a known bug on the provider side).

Impact

10 of 14 video-generation providers went through one gateway. One lock kills most of the pipeline.

Response

Keep a healthy balance and top up well before zero
Don't put everything through one gateway; keep at least one on a separate route
If locked, skip the top-up retry and open a support ticket immediately

Unlock signal (for reference)

The first attempt getting a timeout instead of an immediate 403 was the sign that it was being processed.