Having issues with your credits or billing? Here's how to resolve common problems.
After subscription renewal:
Credits refresh on your billing date
Check your billing date in Organization > Billing
Allow a few minutes after renewal time
After purchasing credits:
Purchases are usually instant
Check your payment completed successfully
Look in Billing > History for the transaction
If missing after 15 minutes, contact support
After plan upgrade:
Additional credits should appear immediately
Refresh your browser if not visible
Check Billing > History for upgrade confirmation
Credits used more than expected:
Higher resolutions cost more (2K = 2x, 4K = 3x)
Video costs depend on duration and model tier
Model training costs 400 credits
Check generation history for details
Credits used for failed generations:
Failed generations shouldn't charge credits
If charged incorrectly, contact support with details
Include the time and type of generation
Balance seems incorrect:
Refresh the page
Log out and back in
Check if other team members are generating
Review generation history for recent usage
Balance shows negative:
This shouldn't happen
Contact support immediately
Don't generate until resolved
Payment failed:
Check your card details are correct
Ensure sufficient funds available
Try a different payment method
Contact your bank if blocked
Double charged:
Check both charges in Billing > History
Sometimes pending charges drop off
If confirmed duplicate, contact support for refund
Can't add payment method:
Ensure card details are entered correctly
Try a different card type
Check your card supports online payments
Contact your bank if issues persist
Can't download invoice:
Try a different browser
Disable popup blockers
Check your downloads folder
Wrong information on invoice:
Update billing info for future invoices
Past invoices can't be modified
Contact support for corrected reissue if needed
Missing invoice:
Check Billing > History
Check your email spam folder
Contact support if transaction exists but no invoice
When refunds are possible:
Technical issues preventing use
Duplicate charges
Charges after cancellation
How to request:
Go to Billing > History
Find the transaction
Contact support with transaction details
Explain the issue clearly
Refund processing:
Typically processed within 5-10 business days
Appears on original payment method
You'll receive confirmation email
