Credits are added once the payment provider confirms the payment, usually within a minute or two. Reload the page — your balance and plan status are re-synced when the page loads.

Annual plans do not grant a year of credits at once. They release a monthly allocation based on your subscription start date, so the first grant is one month’s worth.

If credits are still missing around 15 minutes after payment, open a ticket with the payment date and the email address used at checkout.

For video, credits are reserved when the job starts and returned automatically if the job fails or is cancelled before it finishes; jobs that end up shorter or smaller than requested are adjusted down to the final cost. This can take a few minutes to show up.

Credits spent on a generation that completed are not refundable, including when the result is not what you hoped for. Re-running a prompt costs credits again.

If your balance still looks wrong an hour later, open a ticket with the model, the approximate time, and what you were generating.

You can upgrade at any time from the pricing page. The new plan takes effect once payment is confirmed, and the additional credits are calculated for the remaining part of the current credit cycle.

There is no direct downgrade. Cancel renewal, let the current subscription run to the end of the period you paid for, then subscribe to the lower plan.

Credits already in your account keep their existing expiry dates when you change plans; new grants follow the new plan’s terms.

It depends on whether the purchase has been used. A purchase counts as used the moment you spend a paid credit or start a generation under Unlimited. From that point it is no longer eligible for a voluntary refund, and there is no partial or prorated refund for the unused remainder of a subscription period or a credit balance.

If nothing has been used yet, send us a refund request and we will look at it case by case. Refunds are generally not given for credits you simply did not get around to using, accidental purchases, renewal or cancellation timing, or dissatisfaction with an output.

Mandatory statutory consumer rights are unaffected, and the full conditions are set out in the terms.

To ask about a refund, open a support ticket with your account email, the date of the payment, and which purchase it concerns.

Read the full refund terms →

You cancel it yourself — that is the only way it happens. Open the billing page, scroll to “Manage subscription” and press “Cancel subscription”. You are asked one short question about why, then sent to the Stripe customer portal to confirm. It takes effect immediately.

We do not cancel subscriptions for you. Support cannot do it on your behalf, so a ticket or a Discord message asking us to cancel is not a cancellation and will not stop your next renewal charge — only finishing the flow in the customer portal does. Complete it before your renewal date. This is also set out in our terms.

Cancelling stops future renewals and future credit grants. Everything you already paid for stays: your plan’s standard benefits run to the end of the current billing period, and credits already granted remain usable until their normal expiry date.

One exception: Unlimited access ends immediately when you request cancellation, rather than at the end of the period.

Cancelling is not the same as a refund. It stops the next charge; it does not return one you have already paid — see the refund question above.

Open billing settings →

Cancellation applies to the next renewal. If the renewal payment had already gone through when you cancelled, that period is charged and stays active until it ends — you keep the credits and access you paid for.

Your invoices are listed on the billing page along with the period each one covers. Compare the charge date against your cancellation date there first.

If a charge appears after your subscription has fully ended, open a ticket with the date and amount and we will sort it out. Please do not start a chargeback first: payment disputes trigger automatic account suspension and credit revocation, and they are far slower than a ticket.

Discord is the fastest route — open a ticket there and a team member picks it up in the channel.

Web tickets are capped at 2 per account per day and are answered by email, so use an address you actually read and check your spam folder.

Sending the same issue several times does not move it up the queue. One ticket with the account email, the dates involved, and what you expected to happen gets the quickest answer.