Credits Not Updating

Your credit balance looks wrong — they didn't deduct after a campaign, didn't add after an upgrade, or the number just seems off. Work through the relevant section below.

Credits didn't increase after upgrading

1. Do a hard refresh of the page — press Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac. The credit count in the top navigation bar may be cached from your previous session.
2. If a refresh doesn't fix it, log out and log back in. This clears any session cache.
3. Still not showing? Go to Account → Billing & plan and scroll down to the Credit history section. Look for a top-up or plan upgrade entry with today's date. If it's there, the credits were added but the display hasn't updated — contact support and they'll check the backend state.
4. If no entry shows in the credit history at all and it's been more than 5 minutes since your payment completed, contact support with your payment confirmation email.

Credits didn't deduct after running a campaign

1. Check what type of campaign it was — General Outreach campaigns don't use credits at all, only Smart Outreachs do. If yours was a standard outreach campaign, no deduction is expected.
2. Check the campaign's lead statuses. Credits are only charged when analysis succeeds and an email is generated. If all leads show Skipped (analysis failed), no credits were used — this is correct.
3. If leads show Sent or Ready and you expected a deduction, go to Account → Billing & plan → Credit history and look for entries from that campaign. If entries are there but the balance looks wrong, there may be a display issue — log out and back in. Credits are deducted when each lead's analysis and email generation completes — not all at once when the campaign launches. A campaign with 100 leads deducts credits gradually as each lead is processed, not in a single block of 100. Check the credit history for a breakdown of recent events showing campaign names, credit amounts, and timestamps.

Credits didn't roll over at the start of a new billing period

1. Go to Account → Billing & plan → Credit history and find the "Monthly reset" or "Billing period renewal" entry for your most recent renewal date.
2. Check the numbers on that entry — it shows your previous balance, the rollover amount carried, and the new allocation added.
3. The rollover cap is one full monthly allocation. Example: on the Basic plan (2,000 credits/month), you can carry a maximum of 2,000 unused credits forward. If you had 2,600 unused, 2,000 rolled over and 600 were forfeited. This is expected behavior.
4. If the credit history shows a lower rollover than you expected and you believe it's incorrect, contact support with the renewal date and what you expected to see.

Balance shows 0 but you haven't run any campaigns

1. Go to Account → Billing & plan → Credit history and look at recent deduction entries.
2. Check whether any team members in your workspace are running campaigns — workspace members share the same credit pool, so their activity draws from your balance.
3. Check the Campaigns list for any campaigns that were running in the background that you may have forgotten about.
4. If the credit history shows deductions you genuinely can't account for, contact support with your account email and the approximate dates of the unexpected deductions.

Bought a credit top-up but can't find the credits

Credits from a purchase should appear within a few seconds. If your balance hasn't changed after 5 minutes, refresh the page first — the balance is cached and may not update immediately. Start with a hard refresh: press Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac. If it still looks wrong, check Account → Billing & plan → Credit history. If the purchase event appears there, the credits were added and it's likely a display cache issue. If no purchase event appears, the transaction may have failed — check your payment method's transaction history. If you were charged without receiving credits, contact support with your payment receipt and account email. Also make sure you're logged into the correct Swokei account — if you have multiple accounts, the credits may have been added to the other one.