Didn't get my credits

If you paid for credits and do not see them, or a photo or video failed and you want your credits back, this page walks through what to check. In most cases the answer is already in your balance.

A generation failed: credits come back on their own

This is the most common worry, and it has the simplest answer. If you spend credits on a photo or video that fails to deliver, the credits are re-issued to your account automatically. You do not have to ask. The system detects the failure and puts them back.

So before doing anything else, check your credit balance in the credits or wallet area of the account section. If the failed amount is back, there is nothing to fix. This works no matter how you paid, because the re-issue returns credits rather than reversing the payment.

You bought a pack but the balance did not update

If you purchased credits and the balance still looks the same:

1. Refresh the app or the page. The display may be showing a cached balance.
2. Log out and back in to force a fresh read.
3. Check the right account, in case you have more than one.

For crypto, credits land after the blockchain confirms, usually a few minutes. If you paid by crypto, give it that confirmation window before assuming something went wrong. When card checkout is live, credits land once the payment confirms. See paying with crypto.

You were charged but see no credits at all

If money clearly left your account and no credits arrived, even after refreshing:

• Confirm the payment actually went through on your side. A declined or unavailable payment method does not deliver credits. See payment declined.
• For crypto, confirm the transaction shows as confirmed in your wallet.
• Check the billing history in your account to see whether the purchase is recorded.

If the payment confirmed but the credits are genuinely missing, that is a real issue for support.

A failed generation that did not re-issue

If a photo or video clearly failed and your balance does not show the credits back after a refresh, that is worth reporting. The automatic re-issue should have caught it. Note which generation failed and roughly when, then contact support.

How to get help

If your credits are genuinely missing after these checks, contact support through the live chat widget at support.spicematch.ai or the contact page. Include:

• Your account email.
• The purchase date and amount, or the failed generation and rough time.
• The payment method and, for crypto, the transaction reference.

Do not send full card numbers. Support can find the charge from the date and amount.

A note on what credits are

Credits are a license to use features, not cash. They cannot be cashed out, and spent credits are final once the image or video is delivered. So "getting my credits back" always means credits returning to your balance, not cash out. See how credits work.