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After purchasing a credit top-up or reaching your monthly renewal date, your new balance should appear in GetBuilo within a few minutes. Occasionally, a brief delay or a cached browser session can make it look like your credits haven’t arrived. Follow the steps below to confirm your purchase went through and get your balance showing correctly.
Monthly credit renewals process automatically on your billing date—the same day of the month you originally subscribed. If your renewal date falls on a weekend or holiday, credits may arrive a few hours later than usual due to payment processing schedules. Check your billing date in Settings → Billing if you’re unsure when to expect a renewal.
1

Wait up to 5 minutes

Credit processing is nearly instant in most cases, but payment confirmation and credit allocation can occasionally take up to 5 minutes end-to-end. Before troubleshooting further, wait a few minutes after your purchase or renewal time and then check your balance in Settings → Billing → Credit Balance.
2

Hard refresh your browser

Your browser may be displaying a cached version of your account balance. Force a fresh load of the page to pull the latest data from GetBuilo’s servers.
  • Windows / Linux: Press Ctrl + Shift + R
  • Mac: Press Cmd + Shift + R
After the page reloads, navigate back to Settings → Billing and check whether your updated credit balance appears.
3

Sign out and sign back in

If a hard refresh doesn’t update your balance, your session token may be caching stale account data. Signing out and back in forces GetBuilo to load a fresh session with your current credit balance.
  1. Click your profile avatar in the top-right corner.
  2. Select Sign Out.
  3. Sign back in with your usual credentials.
  4. Check Settings → Billing → Credit Balance again.
4

Confirm the payment went through

Before contacting support, verify that your payment was actually processed successfully:
  1. Go to Settings → Billing → Billing History.
  2. Look for the most recent transaction. It should show a status of Paid with today’s date.
  3. If the transaction shows Pending or Failed, your payment did not complete—retry the purchase or update your payment method under Settings → Billing → Payment Method.
  4. You can also check your bank or card statement for a charge from GetBuilo or Stripe.
5

Contact support with your order confirmation

If your billing history shows a successful payment but your credit balance still hasn’t updated after 15 minutes, reach out to the GetBuilo support team. Having your order details ready will speed up the resolution:
  • Your order confirmation number (found in your confirmation email or billing history)
  • The date and time of the purchase
  • A screenshot of your current credit balance
Contact support via in-app chat or email support@getbuilo.com. The team can manually reconcile your credit balance once they verify the payment.