Billing & Credits Issues

Billing questions can be stressful — we understand. This page covers every common billing and credit issue, with clear steps to resolve each one.

”Insufficient credits”

This message means your account doesn’t have enough credits to complete the action you’re trying to perform.

How to check your balance:

Go to Dashboard > Billing > Credits to see your current credit count

How to get more credits:

Purchase a credit pack — Buy credits directly from the Billing page
Upgrade your subscription — Higher-tier plans include more monthly credits
Wait for your monthly refresh — Subscribers receive a fresh batch of credits each billing cycle

[!TIP] Some features require multiple credits at once. For example, a Surprise Session needs credits for both the session itself and AI question generation. The system checks that you have all required credits before starting, so make sure your balance covers the full cost.

Payment Failed During Checkout

If your payment didn’t go through:

Check your card details — Make sure the card number, expiration date, and CVV are entered correctly
Try a different payment method — Use another card or payment option
Contact your bank — Your bank may have blocked the transaction as a security measure. A quick call to your bank can usually resolve this
Check for sufficient funds — Make sure the card has enough available balance

All payments are processed by Stripe, which is PCI-compliant and trusted by millions of businesses worldwide. Your payment information is always handled securely.

”You already have an active subscription”

You can only have one active subscription at a time. If you want to change your plan:

Go to Dashboard > Subscription > Manage Subscription
This opens the Stripe customer portal
From there, you can upgrade, downgrade, or cancel your current plan

Changes take effect according to your billing cycle. Upgrades are typically immediate, while downgrades apply at the end of your current period.

Subscription Shows “Past Due”

A “Past Due” status means your most recent subscription payment failed. This needs your attention:

Go to Dashboard > Subscription > Manage Subscription
Update your payment method in the Stripe portal
Stripe will retry the payment automatically

[!WARNING] If the past due payment is not resolved, your subscription may be cancelled, and you’ll lose access to subscriber features. Update your payment method as soon as possible to avoid interruption.

Where Are My Invoices?

All your invoices are accessible from your dashboard:

Go to Dashboard > Billing > Invoices tab
You’ll see a list of all your past payments
Click on any invoice to download a PDF

Invoices are generated by Stripe for each payment (both subscriptions and credit purchases).

Credits Didn’t Appear After Purchase

Credits are usually added to your account within seconds of a successful payment. If they’re not showing up:

Refresh your dashboard — The balance may just need a page refresh to update
Check your balance — Go to Dashboard > Billing > Credits to see your current total
Wait a few minutes — In rare cases, there can be a short delay in processing
Check your email — Look for a payment confirmation from Stripe to verify the charge went through

If your credits still haven’t appeared after 5 minutes, contact our support team with your payment confirmation details and we’ll sort it out right away.

I Was Charged but Didn’t Get Access

If you see a charge on your card but your subscription or credits aren’t reflected in your account:

Check your email for a receipt from Stripe confirming the payment
Log out and back in — This forces a refresh of your account data
Wait a few minutes — Sometimes there’s a brief delay between payment and account activation

If the issue persists after trying these steps, contact our support team with your transaction details (date, amount, and the email on your Stripe receipt). We’ll make it right.

[!WARNING] Before filing a chargeback with your bank, please contact our support team first. We’re happy to help resolve any billing issues quickly, and chargebacks can complicate the resolution process for both sides.