Missing credits after payment
You paid, but your credit balance has not changed. Here is how to find out why.
In most cases this happens because the payment did not actually complete. A transaction can fail after you have started it, and it can fail quietly — you see the checkout, but the charge never goes through. When that happens, no credits are added, because no money reached Atoms.
Work through the checks below in order before contacting support.
Before you start
Check that you are looking at the right thing:
- Plan credits and Cloud & AI balance are separate. Credits pay for AI agent work inside Atoms. The Cloud & AI wallet pays for what your published apps consume. Topping up one does not change the other. See Cloud and AI wallet.
- Check the right workspace. If you belong to more than one workspace, confirm you are looking at the one the plan was bought for.
- A credit balance that stopped refreshing is a different problem. Free daily credits pause once you reach your monthly cap. That is expected behaviour, not a missing payment. See Credits.
Confirm whether the payment succeeded
Do these checks in order.
- Check the checkout page, if it is still open. It may show a result, but an open page is not proof of one — a payment can still be pending behind it. Treat what it shows as a hint, and confirm it with the next two checks.
- Check your email. Look for a notification about a failed transaction, including in your spam folder.
- Check Payment History in Atoms. Go to Settings → Plans and credits → Payment and open Payment History. Every payment is listed with its status. This is inside Atoms, not Stripe, and it is where the statuses in the next section appear.
Note: Manage Billing, on the same page, opens the Stripe customer portal, which holds your subscription details and receipts. It is available to the workspace owner only. For checking whether a payment went through, Atoms' own Payment History is the place to look.
What the result tells you
In Atoms' Payment History, each payment shows a status. Three outcomes matter.
Status | What it means | What to do |
|---|---|---|
Success | The payment completed and reached Atoms | Your credits should have been added. If they have not, see If the payment succeeded but credits are missing below |
Failed, Canceled, or Expired | The payment did not complete, and you have not been charged | See If the payment failed below |
Open | The payment was started but never finished | Select Continue Payment to complete it. Nothing is added to your account until you do |
If you cannot tell. If you cannot reach your transaction history, or the status is none of the above, treat it as unresolved rather than guessing. Check your bank or card statement for a charge or a pending authorisation, wait an hour, and check Atoms again. If it is still unclear, contact support with what you have — see below.
Do not pay again while a payment's status is unclear. A second attempt is a separate charge, not a retry of the first.
If the payment failed
The two most common reasons are different problems with different fixes.
Your bank declined it. Atoms cannot resolve this — the decision sits with your card issuer. Contact your bank to find out why. Once a payment is processed successfully, your credits are added automatically; you do not need to ask anyone at Atoms to apply them.
The transaction timed out. A timeout does not tell you whether the charge went through, so do not assume it failed.
- Open Payment History and find the payment.
- If it shows Open, select Continue Payment to finish it.
- If it is not listed, or shows nothing conclusive, check your bank or card statement for a charge or a pending authorisation, wait an hour, and check Payment History again.
- If it is still unclear, contact support with what you have — see below. Do not pay again until you know.
If your bank confirms the payment went through but Atoms shows it as failed, treat it as a succeeded payment and follow the section below.
Note: Before retrying any payment, check Payment History so you do not pay twice for the same thing. If a first attempt succeeds, a second payment is a separate charge.
If the payment succeeded but credits are missing
If Payment History shows the payment as Success and your balance still has not changed, contact support.
Email [[email protected]], or use the chat widget on the Help Center — select your avatar → Help center, then the chat icon in the bottom-right corner of the page.
Include all of the following:
- The email address registered to your Atoms account
- Your order or transaction number
- The date, time, and amount of the payment
- Proof of payment. Your Stripe receipt is the best thing to send. If you use a bank or card statement instead, include only the single line for this payment — its date, the merchant name, and the amount.
- A screenshot of your current credit balance
Sending all of this at once lets support trace the payment against your account without a second round of questions.
Important: Redact everything else before sending a statement. Support needs the one transaction line and nothing more, so hide your full card number — the last four digits are enough — along with your account and sort numbers, your balance, and every other transaction on the page.
Atoms will never ask for your password, a verification code, or your card security code, and you should never send them. If anyone asks you for these, they are not Atoms support.
Related situations
These look similar but have different causes:
Your annual plan is active, but a monthly installment is missing
Annual plans are paid upfront, with credits released monthly. You do not need to make another payment to receive a scheduled installment. See Credits and usage to check the schedule and find out what to provide to Support if an installment is missing.
What you are seeing | What it usually is |
|---|---|
Daily free credits stopped arriving | You have reached the monthly cap of free credits. They resume at the start of your next billing cycle. See Credits |
Credits disappeared rather than never arrived | Rolled-over credits expire after one additional month, and cancelling a paid plan expires all unused credits at the end of the cycle. See Credits |
You upgraded, but the new credits are not there | Upgrade credits arrive immediately once the payment succeeds, so this is a missing payment rather than a wait. Start at the top of this page. Note that upgrading does not change your billing cycle date |
Your published app stopped working | This is usually the Cloud & AI wallet, not plan credits. See Cloud and AI wallet |
Credits from a redemption code have gone | Redeemed credits are only valid during your current plan period and expire afterwards |
You want money back rather than credits |