Troubleshooting
Payment didn't go through, or credits didn't arrive
Card payments are handled by Stripe. If you were charged but have no credits, send us the details.
Updated September 22, 2026
The card was declined
Stripe's checkout shows the reason. Check the card details, try another card, or ask your bank — some banks block online or international payments until you approve them.
"The payment could not be started"
Refresh the Wallet page and try again. If the Wallet says card payments aren't available, top-ups are switched off for the moment; try again later.
You paid, but the credits aren't there
Credits are added once Stripe confirms the payment, usually within moments. Refresh the Wallet and look for a "Wallet top-up" line. If it isn't there after a few minutes, use Talk to a person with the date, amount and the last four digits of the card — never the full number.
Charged twice
Check your wallet for two top-up lines. If your bank shows two charges but your wallet shows one top-up, contact us with the details before disputing it with your bank.
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- Credits, pricing & paymentsBuying creditsTop up from the Wallet page with a card, through Stripe’s secure checkout.
- Credits, pricing & paymentsReading your wallet historyEvery credit in and out is listed with its date and a description.
- RefundsGetting money back for unused creditsRequests for a card refund of unused purchased credits are reviewed case by case under our refund policy.
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Send our team a message. You’ll get a reference number, and a person replies by email.