> ## Documentation Index
> Fetch the complete documentation index at: https://help.autoproctor.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Purchased Packs Not Showing Up

> Troubleshoot why your purchased test packs or subscription credits are not appearing in your AutoProctor account, with step-by-step solutions.

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.

<Steps>
  <Step title="Check your current email">
    Visit the **Your Account** page. Your logged-in email address is displayed there.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  If you are part of a [Team](/what-is-a-team), the Team Admin receives the confirmation emails, even if you made the payment from your own account.
</Note>

## 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**.

<Steps>
  <Step title="Check your subscription status">
    Go to the **Billing** section in your sidebar. Your subscription status is displayed in the **Plan Details** area.
  </Step>

  <Step title="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](/edit-billing-information).
  </Step>

  <Step title="Resubscribe if needed">
    If your subscription has expired, purchase a new subscription from the [Pricing Page](https://www.autoproctor.co/pricing/) to restore access.
  </Step>
</Steps>

## 3. Your Team Association Changed

On AutoProctor, you can join and leave a [Team](/what-is-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.

<Warning>
  Leaving a team means you lose access to the team's shared credits. Make sure this is intentional before you leave.
</Warning>

## 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:

<Steps>
  <Step title="Gather your purchase details">
    Locate the purchase confirmation email with the transaction details.
  </Step>

  <Step title="Take a screenshot">
    Capture a screenshot of your **Your Account** page showing the current balance.
  </Step>

  <Step title="Contact support">
    Forward the purchase email and screenshot to **[hello@autoproctor.co](mailto:hello@autoproctor.co)**. Our team will investigate and resolve the issue.
  </Step>
</Steps>

## Related Resources

* [Payments and Credits Explained](/payments-and-credits) -- How credits and subscriptions work
* [Track Test Pack Usage](/track-credit-usage) -- Monitor your credit consumption
* [What is a Team?](/what-is-a-team) -- Understand team billing and shared credits
* [Editing Billing Information](/edit-billing-information) -- Update your payment method
* [Contact Us](/contact-us) -- Reach AutoProctor support