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If your balance has not updated a few minutes after a purchase, work through these reasons, most likely first.

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1. You Are Logged In to a Different Account

This is the most common reason. You paid with one email address but are signed in with another.
1

Check your current email

Check the Email field on your Profile page.
The Email field on the Profile page
2

Log in with the correct account

AutoProctor emails a receipt for every purchase. If it went to a different address, log out and sign in with that account.
If you are part of a Team, the Team Admin receives the confirmation emails, even if you made the payment from your own account.

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2. Your Subscription Has Expired

If a renewal payment fails, your subscription is cancelled and your credit balance resets to 0.
1

Check your subscription status

On the Overview tab of the Subscription & Billing page, check the badge in the Plan tile.
2

Verify your payment method

Make sure the card on file is valid. You can update it via Editing Billing Information.If the badge reads Past due, click Clear payment at the top right to pay the pending invoice.
3

Resubscribe if needed

If your plan has ended, click Subscribe again and choose a plan on the Pricing Page.
The Overview tab after a plan has ended

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3. Your Team Association Changed

Team members share one subscription and credit balance. If you left a Team or were removed, you no longer see its credits. Check your status on the Team page.
Leaving a team means you lose access to the team’s shared credits. Make sure this is intentional before you leave.

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4. Error at AutoProctor’s End

If none of the above apply, the issue may be on our side.
1

Take a screenshot

Take a screenshot of the Overview tab of the Subscription & Billing page, showing Credits remaining and the Payments list.
2

Contact support

Send the screenshot and your purchase confirmation email to hello@autoproctor.co. Our team will investigate and resolve the issue.