You see this under Keep me covered on the AI assistant page. It means we have no saved card for your account yet, so there is nothing an automatic top-up could be charged to. Until a card is on file the size buttons stay greyed out with the tooltip Add a card first.
Fix it
- Go to Billing in the dashboard and use Manage billing (or Update payment details) to add a card.
- Come back to AI assistant and reload the page.
- Under Keep me covered, choose the top-up size you want next to its price. It confirms with a line like On — up to 2 × £3 a month.
Only account admins can change this. If you are not an admin the card just reads Off. An account admin can switch this on.
In the meantime
You can still buy a top-up by hand — the Run out mid-month? Top up for 30 days buttons open Stripe Checkout, which takes the card details there and then.
If it still refuses
Keep me covered charges the default card on your membership off-session. If that card is later declined or removed, the automatic top-up cannot be taken and the concierge pauses as it normally would, so it is worth keeping the card on file current. If you have added a card and the message persists, reply to any email from QuietStay and it reaches a person.