Billing and credits
Payment completed but credits or access are missing
Check account and payment status safely when checkout finishes but your balance or subscription has not updated.
Updated
- Confirm you are signed in to the same account that started the purchase.
- Open Settings > Invoices and look for the matching amount and purchase time.
- Check whether the row is Paid, Payment pending, or Needs review, then check Subscription and Usage.
- Allow the payment confirmation to arrive and refresh the account views. A checkout success page alone does not activate credits.
- If a pending purchase was not paid, use its available Continue payment or payment action instead of starting another identical purchase.
If your bank shows a charge but the site still does not
Keep the payment date, amount, currency, any receipt or reference number, and a screenshot of the account's payment state. Provide those details through the site's available support contact so the payment can be investigated.
Do not pay repeatedly to force an update. Never send a password, complete card number, security code, or banking login details when asking for help.
Related guides
- Add credits and understand expiration dates
Check top-up eligibility, review a credit purchase, and distinguish plan credits from top-up credits.
- Change plans or cancel automatic renewal
Review plan-change timing and stop or restore automatic renewal without confusing it with account deletion.
- Manage your subscription and invoices
Find your plan, renewal controls, payment method, and downloadable payment receipts in Settings.
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