If you purchased a plan or bought credits and your account still looks like Free, or your balance did not update, there is usually a payment-processing, refresh, or account mismatch issue.
Common reasons this happens
the purchase is still processing
you are logged into a different account than the one used to pay
your plan updated, but the page has not refreshed yet
credits have not appeared yet after payment confirmation
the wrong billing state is being shown temporarily
you used a bank transfer and your bank is still processing the transaction (can take 5-10 business days)
What to check first
Open My Plan.
Check your visible plan and current credit balance.Refresh the page.
A simple refresh can resolve temporary display lag.Sign out and sign back in.
This helps if your account state has not refreshed properly.Confirm the email address used for purchase.
Make sure it matches the account you are currently signed into.Try creating a new project.
If you upgraded mid-session, an older tab or older project may still behave like your previous plan state.
If you upgraded but still cannot access paid features
If your plan shows as upgraded but you still cannot use the expected resolution, tools, or features:
refresh the page
start a new project
check your visible plan again in My Plan
contact support if the issue does not update shortly
If you bought credits but they do not appear
Sometimes a payment succeeds before the credit display updates. If your receipt is confirmed but your balance still looks wrong, contact support.
Please include:
your account email
what you purchased
when you purchased it
your payment method
whether the charge appears on your side
a screenshot of the receipt if available
When to contact support right away
Contact support immediately if:
the charge went through but credits did not appear
your plan still says Free after upgrading
your paid features are still locked
your account shows the wrong purchase state
you think the purchase may have gone to the wrong account
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