Verify your account and order status first
Before buying another pack, confirm you are signed into the same account used for your order and check your balance. New accounts do not include free registration credits, and balances only update after a confirmed payment.
On the credit pricing page, sign in to buy a pack and follow the available purchase option. If an email-order link is shown, sending that inquiry email alone only opens an inquiry and does not charge you or add credits. Check generation is available and confirm current payment instructions before paying, and avoid making a duplicate purchase as your first troubleshooting step.
How to request a support payment review
If your balance has not updated after a confirmed payment, contact support under the refund policy with three details:
- Your account email address
- Your payment reference
- A brief description of the issue
Never send your password or full card numbers. Payment reviews have no guaranteed approval or bank processing timeframe. If a payment is refunded, unused purchased credits are removed, and partially used packs are reviewed separately.
Uncredited orders vs. spent generation credits
Missing purchase credits differ from credits spent on a task. If your balance dropped after uploading a photo, check if your Rumpelstiltskin AI task is not working or still under review. Confirmed failed tasks return spent credits once rather than issuing an automatic card refund—see how failed generation credits work and how much one video costs.