Billing / credits / subscription issues

Last updated: June 12, 2026

This article helps troubleshoot common billing, credits, and subscription issues.

Q. My balance looks wrong or I was charged unexpectedly

This may happen due to differences in credit consumption, execution behaviour, or timing of usage reporting.

Examples:

  • Unexpected credit deductions

  • Generation failed but credits were consumed

  • Usage amount looks different than expected

For detailed explanations:

👉 See Unexpected credit usage & charges

Q. I purchased credits but they don't appear

Credits are expected to appear shortly after successful payment.

Try:

  • Refreshing the page

  • Signing out and signing back in

  • Checking your current balance and Credit History

If the issue continues:
👉 Request Billing Support

Q. My balance became negative

Credits are not intended to work as a negative balance.

In some cases, usage may temporarily exceed the remaining balance and result in a negative balance.

If this happens:

  • Review your Credit History

  • Add credits if needed

For details:

👉 See Unexpected credit usage & charges / How Credits work in Comfy

Q. I'm confused about subscription credits vs top-up credits

Credits may come from:

  • Monthly credits included with your Comfy Cloud subscription

  • Purchased top-up credits

Expiry and usage behaviour may differ.

For details:

👉 See How Credits work in Comfy

Q. Can I get a refund?

Refund availability may depend on the purchase type and situation.

Please note:

  • Top-up credits are currently not refundable

  • If you believe there was an incorrect charge or billing issue, contact support

For details:

👉 See Refunds

Q. How do I cancel or manage my subscription?

To manage your subscription:

  • Open your profile menu

  • Select Manage plan

From there you can review and manage your subscription.

For subscription details:

👉 See Comfy Cloud subscription / Refunds

Q. I want to understand how credits work in Comfy

Topics covered include:

  • Credit usage

  • Expiry

  • Top-up credits

  • Subscription credits

  • Shared balance across products

👉 See How Credits work in Comfy

Q. I still need help

If the issue still isn't resolved:
👉 Request Billing Support