Purchased credits are missing

Time: About 5 minutes for account and payment checks.

Check the payment and account

1. Confirm that the payment provider marks the transaction as completed, not pending, failed, or reversed.
2. Check the receipt email address.
3. Sign in to LlamaGen with the same email address and sign-in method used for the purchase.
4. Open Billing and Plan and Credit Usage.
5. Refresh the account pages once. If you use multiple browser profiles, confirm which LlamaGen account is active.

Common causes

• The purchase was made under a different email or social sign-in.
• A Google, Apple, Microsoft, Facebook, or email-link account was mistaken for another account with a similar address.
• The payment is still pending or was not completed.
• The plan is active but the user is viewing a different workspace or team context.

If credits are still missing

Contact support with:

• the LlamaGen account email;
• sign-in method;
• purchase date, time, and time zone;
• order or transaction ID;
• purchased product or plan;
• receipt screenshot with sensitive payment details hidden;
• screenshots of Billing and Plan and Credit Usage.

Do not send a full card number, security code, password, or email sign-in link.