Most credit balance issues are timing problems and resolve themselves within a few minutes. A few are real and need a small fix. Here is how to tell the difference and what to do.
Refresh the page first
The credit counter in the top right is updated in real time, but the cached value in the browser can lag behind by 30 to 60 seconds. Reload the page once. If the new number is what you expected, you are done.
Refunds for failed generations
When a generation fails, the credits are refunded automatically, but the refund can take up to five minutes to land in your balance. If you generated something five minutes ago that failed and your balance has not moved, wait another five minutes and reload. The refund row will appear in your billing history when it lands.
Subscription renewal day
On your renewal day, your monthly allowance lands within an hour of your renewal time, but it can be staggered if you upgraded mid cycle. If your renewal happened today and the new credits are not visible, check your billing history. If the renewal charge is there and the credits are not, contact us. If the renewal charge is not there yet, wait an hour.
Top up not landing
Top ups land within 60 seconds in normal cases. If you bought a top up and the credits did not appear, refresh the page. If the top up still does not show, check your Shopify admin under Settings then Billing then Bills to confirm the charge actually went through. If the charge is not in Shopify, the payment failed and your card or Shop Pay may have a problem.
Plan downgrade math
If you downgraded recently, your credit allowance changes at the start of your next cycle, not immediately. The current cycle continues with the higher tier allowance. Your remaining credits do not reset on a downgrade.
Plan upgrade math
If you upgraded mid cycle, the new credits land prorated for the remaining days in your current cycle, then the full new monthly allowance lands at your next renewal. The prorated amount is usually smaller than the full monthly allowance, which sometimes surprises people.
When to escalate
If your balance is still wrong after the timing windows above, contact us through the support page. Include your store URL, the timestamp of the action that should have updated your balance, and a screenshot of your current balance. Most balance corrections happen within one business day.