Why is my credit balance not updating?
The balance in the header refreshes when a generation is submitted or completes and after a purchase — if it looks stale, reload the page; a charge appears only once the result is delivered, and a purchase can take a few seconds to be confirmed by Stripe.
When the balance changes
Your balance lives in one place on the server. The number you see is fetched when a page loads and again on these events:
- you press Generate (the estimate is shown; nothing is charged yet);
- a generation completes and its real charge is written;
- you return from a top-up or plan checkout;
- a teammate transfers credits to you.
A generation that fails is not charged, so the balance does not move.
Why a charge can lag
Credits are deducted when the result is delivered, after the provider's settled price is known. For a long video that can be minutes after you pressed Generate. If you compare the estimate with the ledger before the result lands, the ledger is simply not there yet — it is not free.
After a purchase
Stripe confirms the payment to LUVI through a webhook, usually within seconds. The Billing page re-reads the balance several times after you return from checkout; if the confirmation is slower than that, a reload shows it. Every confirmed purchase is a line in Account → Billing → Transactions.
If it stays wrong
- Reload the page.
- Open Account → Billing → Transactions — the ledger is the source of truth; the header is a cached copy of it.
- If a purchase is in Recent invoices as paid but absent from Transactions after a few minutes, write to support@luvicreator.com with the invoice number.
Frequently asked
I paid but the credits are not there.
Stay on the Billing page a few seconds; LUVI re-checks the balance several times after checkout. If it is still missing after a minute, reload, then check Transactions.
A generation is running but nothing was deducted.
That is expected. Credits are charged when the result arrives, at the settled price, not when you press Generate.
The number on my phone differs from my desktop.
Each device fetches the balance when its page loads. Reload the older one.