My credits were not added

Check your current balance

Open the Credit Use page to view your balances in real time. There you see your credit balance (credits included in the subscription and top-up credits, grouped in a single pool) as well as your email and SMS counters for the current month.

Monthly credits and top-up credits

There are two types of credits:

• Monthly credits: automatically recharged with each subscription renewal. They are linked to the current cycle and are not carried over.
• Top-up credits: purchased separately, they remain available until consumption with no expiration date.

Monthly credits are recharged on your subscription renewal date, not the 1st of the calendar month.

Renewal date

Your subscription renews each month on the date you first activated it. For example, if you subscribed on March 15, your credits are recharged on the 15th of each month. You can check this date in Payment and billing.

Payment processing time

In rare cases, the payment provider takes a few minutes to confirm the transaction. If your credits have not appeared:

1. Wait 5-10 minutes, then refresh the page.
2. Verify that the payment has been charged (confirmation email or bank statement).
3. If the payment failed, update your payment method in the billing portal.

Skuads also rechecks your subscription and credits automatically the next time you load the app, so a short wait followed by a reload often resolves the issue.

Top-up purchase not credited

If you purchased additional credits but they do not appear:

• Check the payment confirmation in your inbox.
• Open the Usage page to see if the balance has updated.
• If the problem persists, note the payment receipt number to communicate to support.

Need additional help?

Write to us at contact@skuads.com or call us at +33 4 82 29 60 75.