Not enough credits or no refund
Understand the credit messages (not enough credits, key already used, accounting unavailable), where to find a refund and when to contact support.
Credits are checked twice: by the page, before it lets you launch, then by the server, at launch time. A server-side refusal never charges anything, and a failed action is refunded automatically. Here are the messages you may run into, and how to check that your balance is right.
"Not enough credits"
Before launch, the confirmation window shows Cost: N credits — not enough credits (M left) and the message You're N short to start this. with a Top up link. The launch button stays blocked.
If the balance changed between display and launch (for example another batch started from another tab), the server refuses with Not enough credits: N needed, you have M left. This refusal (code 402) charged nothing and started nothing. In a batch of several videos, the videos already started keep going; the next ones are stopped with Batch stopped: the remaining videos were not started.
To carry on:
- Open the Subscription page (See plans link in the message, Upgrade button at the top right, or the account menu).
- Buy a Top-up pack (100 credits, €15) or pick a plan with Upgrade.
- Go back to the tool and launch again: your settings are kept.
Where refunds show up
On the Subscription page, the Credit usage history (also reachable through Credit history in the account menu) lists every movement with its status. A refund carries the Refunded status and closely follows the Used line it cancels, with the same tool and the same file. Refunded automatically:
- a failed or cancelled render (Stop during a batch, or cancellation from My projects);
- a refusal by the analysis model, or an analysis that suggests no text and no clip;
- a passing model error (timeout, overload).
The balance at the top right updates right away. If a render succeeded, it is not refunded, even if the result does not suit you: run it again with other settings.
"This request was already sent"
Every request to the analysis model (Text Overlay, Clipping) carries a unique key, so it is billed once even if the page resends it. If that key has already been used, the server answers with a 409 refusal and the Studio shows This request was already sent: run the analysis of this video again. Nothing more was charged. Simply run the analysis of that video again: a new key is generated.
"Credit accounting is not responding"
If the credit database is unreachable, the server refuses everything paid rather than risk a wrong charge: Credit accounting is not responding: nothing was started or charged. Try again in a moment. (code 503). Clipping shows Credits for this analysis couldn't be reserved: start the analysis again. on its side. Wait a few seconds and launch again; your balance has not moved.
Limits that are not credits
Two limits of your plan can block a launch without any link to the balance:
- Monthly transcription limit reached (N min). The included transcription minutes are used up; they reset next month, or right away with a larger plan. The Subscription page shows the usage under Transcription this month. Tools that do not transcribe stay usable.
- Storage full: free up space in My projects or move to a larger plan. Delete produced files from My projects (Free the space only).
When to contact support
Write to support (round button at the bottom right of the Studio, then Send us a message; ask for a human if the assistant is not enough) if:
- a Used line shows in the history with no Refunded line while the file is marked Failed in My projects;
- a payment went through but the Your balance is up to date. banner does not appear after several minutes;
- the same 409 or 503 refusal comes back on every retry.
Give the date, the tool and, if possible, the session id (Copy the job id, in the session details): it pinpoints the exact charge.