Account & Credit Issues

My credits show as "locked"

Credits are locked when your subscription is canceled. To unlock them:

Go to Settings → Subscriptions & Billing
Click Reactivate to restart your subscription

Important: Locked credits expire 90 days after cancellation. Reactivate before then to keep your credits. After 90 days, they're lost.

I canceled my subscription but still want to use my credits

Credits remain locked until you reactivate. If the cancellation was recent:

Go to Settings → Subscriptions & Billing
If the status shows "Ending" (not yet fully canceled), click Undo Cancellation
If the status shows "Canceled," you'll need to subscribe again — your locked credits will be unlocked if within the 90-day window

I upgraded/downgraded my plan — when does it take effect?

Upgrades take effect immediately — your new credits and limits apply right away
Downgrades take effect at your next billing cycle — you keep your current tier's benefits until then

My subscription payment failed

If a payment fails, your subscription status changes to "Past Due." The payment system will automatically retry. During this time:

Your existing active batches continue to work
Cards that come due may be marked "Payment Failed" if credits run out

Once the payment succeeds, everything resumes automatically. If the payment was late in the month, the system triggers an immediate catch-up send so your pending cards go out right away.

I need help with something not listed here

Go to Support in the sidebar to submit a support request. Include:

A description of the issue
Screenshots if applicable
Your batch or contact details if relevant

Our team typically responds within 24–48 hours.