Credit Balance Discrepancies

Check Your Transaction History

If your credit balance does not match what you expected, the first place to look is your transaction history. Navigate to the Billing page from the sidebar and review the credit log displayed there.

The transaction history records every credit event on your account with a timestamp. Each entry shows the type of action that occurred, such as a video request, an extension, or a monthly credit allocation, along with the number of credits involved. Entries are listed in reverse chronological order, so the most recent activity appears at the top.

Scroll through the recent entries and look for the specific deduction that seems unexpected. In most cases, the transaction history will reveal exactly what happened and when.

Common Reasons for Unexpected Deductions

Several routine actions can produce credit deductions that feel unexpected if you are not anticipating them.

Extensions. When you extend an existing video to make it longer, credits are deducted at the time the extension is submitted. If you recently extended one or more videos, those deductions will appear in your transaction history as separate line items. Each extension costs additional credits based on the added length.

Multiple variations. Requesting multiple variations on a single video request costs credits for each variation, not a single flat cost for the entire request. If you requested three variations, your balance reflects three separate deductions. Check whether the number of variations you requested matches the number of deductions in your history.

Monthly cycle timing. Credits are allocated at the start of each billing cycle. If your cycle recently renewed, your current balance reflects the new allocation minus any requests you have made since the renewal date. This can look like a discrepancy if you are comparing your balance to what it was before the cycle reset.

Pending requests. Credits for video requests are deducted when the request is submitted, not when the video is delivered. If you submitted a request recently, the credits were deducted immediately even if the video has not arrived yet.

Contacting Support

If the transaction history does not explain the discrepancy, message your account manager through the platform. Include the approximate date you noticed the issue, the balance you expected versus the balance shown, and any specific transactions that seem incorrect.

Your account manager can review your account activity in detail and clarify any entries that are unclear. In the rare event of an actual error, they can initiate a correction.

For more on how credits work, see Understanding Your Credit Balance. To send a message, see How to Message Your Account Manager.

If you are experiencing technical issues beyond credit discrepancies, such as video playback problems or upload errors, see Technical Issues and Browser Support.