Skip to main content
If you purchased a subscription or test pack top-up but your account balance has not updated, there are a few common reasons. Follow the troubleshooting steps below, listed in order of likelihood.

​
1. You Are Logged In to a Different Account

This is the most common reason. If you purchased credits using one email address but are logged in with a different one, the credits do not appear.
1

Check your current email

Visit the Your Account page. Your logged-in email address is displayed there.
2

Find the purchase confirmation email

AutoProctor sends a receipt and invoice for every purchase. Search your inbox to identify which email address received the confirmation.
3

Log in with the correct account

If the confirmation went to a different email address, log out and sign in with that account to see your credits.
If you are part of a Team, the Team Admin receives the confirmation emails, even if you made the payment from your own account.

​
2. Your Subscription Has Expired

AutoProctor is a subscription-based product. When your subscription is due for renewal, your card is charged automatically. If the charge fails after multiple attempts, your subscription is cancelled and your credit balance resets to 0.
1

Check your subscription status

Go to the Billing section in your sidebar. Your subscription status is displayed in the Plan Details area.
2

Verify your payment method

Confirm that the credit card on file is valid and has sufficient funds. You can update it via Editing Billing Information.
3

Resubscribe if needed

If your subscription has expired, purchase a new subscription from the Pricing Page to restore access.

​
3. Your Team Association Changed

On AutoProctor, you can join and leave a Team. If you are part of a team, you share the subscription and credit balance with other team members. If you have left a team (or been removed), you no longer see the team’s credit balance. Check your team status by visiting the Team section in your sidebar.
Leaving a team means you lose access to the team’s shared credits. Make sure this is intentional before you leave.

​
4. Error at AutoProctor’s End

If none of the above apply, the issue may be on our side. Follow these steps to report it:
1

Gather your purchase details

Locate the purchase confirmation email with the transaction details.
2

Take a screenshot

Capture a screenshot of your Your Account page showing the current balance.
3

Contact support

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