What are wallets?
Wallets help you to budget and allocate your Lyssna credits across your account. You can create and manage multiple wallets, which function like separate pools of credits within your account.
All transactions—such as purchases, transfers, or spending—are tracked within each specific wallet. Each wallet can then be linked to a Space, which ensures only the teams or projects within each space can spend credits from its designated wallet.
Wallets are handy for accounts that want to allocate credits across different teams or projects, or if you want to control the rate at which your pool of pre-purchased credits is spent.
Note: Wallets are only available on an Enterprise plan. If you're not yet on an enterprise plan, book a demo with our sales team to upgrade.
How to enable Wallets
If your organization has access to the Wallets feature, you can enable it directly from your Credits page. Once enabled, you’ll gain access to additional wallet management options.
From the left-hand sidebar, click Buy credits to navigate to the Credits page.
Toggle Enable Wallets in the notice at the top of the page.
Once enabled, you’ll see a new Wallets section on the page.
When enabled, all existing spaces will automatically link to your Primary wallet. New spaces will not be linked by default, but you can choose which wallet they connect to later.
Managing Wallets
Your Primary wallet
A Primary wallet is automatically created for every account. All purchased credits are added to this wallet by default. When you first turn on Wallets, all spaces in your account will be assigned to this wallet by default. You can always update or remove these spaces later.
In your Primary wallet, you can:
See your available credit balance and purchase additional credits.
View and edit all connected spaces. You can also remove all spaces to ensure your team can't access these credits until they are allocated to another wallet.
Transfer credits to other wallets.
Set up auto top-up to automatically purchase credits if your balance falls below a set threshold.
You can’t rename or close the Primary Wallet, but you can move credits from it into other managed wallets as needed.
Creating a new wallet
From the Manage credits page, click the New wallet button in the Managed wallets section.
Give your new wallet a unique name.
Click the Create wallet button to confirm.
Once you have created a new wallet, you can assign it to one or more spaces. Only the team members and tests within the designated space(s) will be able to use the credits in this wallet.
Transferring credits between wallets
You can move credits between your wallets at any time to keep budgets aligned with your teams’ needs. Here’s how to transfer credits from one wallet to another:
From the Manage credits page, locate the wallet you wish to transfer credits from (e.g., Primary wallet).
Click the Transfer button under Actions for that wallet.
In the transfer window, choose the wallet you want to transfer credits to.
Enter the number of credits you'd like to move, and click Transfer credits to confirm.
After the transfer, both wallets update instantly. The credits are immediately available for spending on any tests or projects within spaces that are assigned to that wallet.
Closing a wallet
You can close a managed wallet at any time if it’s no longer needed. When a wallet is closed, any remaining credits are automatically transferred back to your Primary Wallet. Closed wallets can’t be used for spending or assigning to spaces, but their history remains available for reference.
Here’s how to close a wallet:
From the Manage credits page, scroll to the Managed wallets section at the bottom of the page, and locate the wallet you want to close.
Click the … (more options) menu next to that wallet.
Select Close wallet.
Review the changes and confirm by clicking the Close wallet button.
After closing the wallet, any spaces that were previously linked to it will no longer have a wallet assigned. Those spaces must be connected to a new wallet before any orders can be placed again.
Placing an order from a wallet
When you place an order for participants from the Lyssna panel, credits are automatically spent from the wallet assigned to the space your test is saved in. Each space can only be linked to one wallet at a time, so the wallet connected to that space determines where credits will be drawn from.
If your test is in a space that isn’t linked to a wallet, you’ll see an error letting you know that the space doesn’t have an assigned wallet. You won’t be able to complete the order until a wallet is connected to that space, or the test is moved into a space that has an assigned wallet.
If the space does have a wallet assigned, but that wallet has no credits or not enough credits for the order, you’ll also see an error. To proceed, you’ll need to purchase more credits or transfer credits into that wallet before placing the order.
How to disable wallets
If you no longer need to manage multiple wallets, you can disable them.
When you disable wallets, all balances and connected spaces are transferred back to your Primary Wallet. Managed wallets are closed but not deleted. If you re-enable wallets later, you can view or reopen them.
From the sidebar, go to Settings › Feature access.
Click the toggle to disable.
Click the Disable Wallets button to confirm the change.
Common questions
What happens to my existing credits when wallets are enabled?
When wallets are enabled, your existing credits stay in the Primary Wallet, and your current spaces are automatically connected to it.
Can I delete a wallet?
A wallet can’t be deleted, but it can be closed. When a wallet is closed, its remaining credits move to the Primary Wallet, and any spaces connected to it will need a new wallet assigned before you can place orders again.
What happens when a space doesn’t have a wallet?
If a space doesn’t have a wallet assigned, you won't be able to order responses from the Lyssna panel on any tests in that space. You’ll see an error during checkout, and the order can’t be submitted until a wallet is connected to that space.
Can I see wallet transactions?
You can see wallet transactions on the History tab on the Manage credits page. All transactions from every wallet appear by default, and you can use the filter to view only the transactions for a specific wallet.