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1. Record what the product actually showed
Write down the exact error or result, the amount, the time and timezone, and the reference if one is available. Identify whether you were saving a card or purchasing a credit pack; they are different actions.
Return to Billing & Credits and check the current balance and Marketplace credit history. Compare them with the payment result. If you also inspect a bank entry, distinguish pending from posted; do not treat those labels as interchangeable.
2. Follow the branch that matches your evidence
| What you see | What to check next |
|---|---|
| The product explicitly says declined or failed | Read the exact reason and check credit history. A card-entry error and a rejected payment require different information. Follow a specific correction shown by the form; do not assume a retry schedule. |
| A bank entry says pending, or the product result is unclear | Check the existing attempt and its reference before initiating another purchase. A pending bank entry alone does not prove credits were posted. |
| A payment result appears successful, but credits are missing | Compare the result/reference with the balance and credit history. Confirm that it was a credit purchase, not a subscription or training charge. |
3. Prepare a concise issue report
Include the product area, the action you attempted, the amount, timestamp with timezone, reference, exact message and what the balance/history currently show. State whether you tried again and how many attempts you made.
Attach only a cropped, redacted screenshot relevant to the issue. Do not include a full card number, CVC, bank credentials or client tax documents. Keep the original reference available for a private support channel; remove it from anything you post publicly.
4. Keep the investigation tied to one timeline
Preserve the first attempt’s information and add later events in time order. If a later screen gives a different result, record both rather than replacing the earlier message from memory.
Do not label an unclear attempt “failed” solely because checkout closed. Avoid another purchase while you are still trying to establish what happened to the first one.
Common questions
Should I retry a pending payment?
First establish the status of the existing attempt. Compare the product result, credit history and bank entry before initiating another purchase.
Does a pending bank entry prove that credits were added?
No. Check the product’s balance and credit history separately.
What information is useful for a missing-credit review?
The action, amount, timestamp and timezone, reference, exact result, balance/history and number of attempts. Use a redacted screenshot if it adds relevant detail.
Learn more
Review a credit refill before paying
Compare pack value, payment amount and the purchase-review summary before authorizing a refill.
Read guide
Prepare an opportunity review request
Describe the specific opportunity concern and separate a request from an approved adjustment.
Read guide
Understand credits, prices and charges
Find the right money area and separate opportunity costs from revenue, subscriptions and training purchases.
Read guide