> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getbuilo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix Credit Balance Not Updating After Purchase or Renewal

> If your AI credit balance isn't reflecting a recent purchase or monthly renewal, here's how to diagnose and resolve the issue quickly.

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.

<Note>
  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.
</Note>

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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](mailto:support@getbuilo.com)**. The team can manually reconcile your credit balance once they verify the payment.
  </Step>
</Steps>