Request a billing review or refund

Read before this

1. Review your usage history
2. Manage subscriptions, invoices, and receipts

Use this guide when

Use this guide when credits were charged for failed work; you want a purchase or unwanted renewal reviewed; or Support approved a refund that has not arrived. Every request is reviewed case by case. Submitting complete information does not guarantee a refund or credit restoration.

Before you start

Preserve the affected project or conversation and stop repeating a charged operation. Confirm the active account or team. Open Usage for a credit event and Billing & Pricing → Invoices for a purchase or renewal record.

Gather the right evidence

• Failed or incomplete work: project or conversation URL, approximate time and timezone, final visible status or error, browser, whether one retry was attempted, and the matching Usage description and amount.
• Purchase or unwanted renewal: transaction date, amount, plan or credit-pack name, and invoice or receipt reference.
• Approved refund not received: the date Support confirmed it was issued and the non-sensitive transaction reference.

Send the request

1. Open Support from the Studio navigation when it is available. Otherwise open the ngram contact form and choose Technical Support.
2. State whether the request concerns failed work, a purchase, an unwanted renewal, or a previously approved refund.
3. Add only the matching evidence listed above and describe the outcome you are requesting.
4. Keep the project and records available until Support completes the review.

What happens next

Support reviews the request and confirms the outcome. Do not treat an acknowledgement as approval. If Support confirms that a refund was issued, allow 5–10 business days for the original payment method to receive it, then follow up with the existing request if it is still missing.

What not to send

Never send a password, API key, access token, full card number, bank login, or unrelated private source material. A receipt or invoice reference is enough unless Support requests another approved form of evidence.

Billing review and refund FAQ

How do I request a refund review for failed video generation, a subscription purchase, or a credit pack?

Open Support or use the contact form with Technical Support selected. Identify the purchase or affected project, transaction time, amount, and non-sensitive invoice, receipt, or Usage reference. Requests are reviewed case by case, and a refund or credit restoration is not guaranteed.

Credits were charged but generation failed or is incomplete. What should I do?

Stop repeating the operation, preserve the project, and find the matching Usage event. Send Support the project URL, event time, description, amount, visible failure state, browser, and whether one retry was attempted.

I already retried once and was charged again, but there is still no result. What should I do?

Do not retry again. Preserve the project and send Support both Usage events, their times and amounts, the visible failure state, project URL, browser, and the last action you took. A review is case by case and does not guarantee a refund or credit restoration.

Can an unwanted renewal be refunded?

Support reviews unwanted-renewal requests case by case. Send the transaction date, amount, plan, and invoice or receipt reference. Submitting a request does not guarantee a refund.

My refund was approved. When should it arrive?

After Support confirms that the refund was issued, allow 5–10 business days for it to reach the original payment method. Follow up on the existing request if it is still missing after that window.

Does a billing review guarantee that my credits or payment will be returned?

No. Refund and credit-restoration requests are reviewed case by case. Support will confirm the result after reviewing the supplied records.

Keep going

• Review your usage history — Find the event time, activity description, amount, and related project for a credit review.
• Understand credits — Understand reservations, charges, rollover, top-ups, and safe balance recovery.
• Manage subscriptions, invoices, and receipts — Cancel or change a plan and download the billing record needed for a review.
• Understand generation status, retries, and recovery — Preserve and diagnose failed or long-running work before requesting a review.
• Use Help and contact Support — Choose self-serve guidance or direct assistance and share privacy-safe diagnostics.

Send the review request

Use in-product Support when it is visible, or choose Technical Support in the contact form.

Open the contact form