Why is my credit balance lower than I expected?

The most common reason a credit balance looks low is an open order: credits are deducted the moment an order is placed, while the order itself may still be in progress. The balance you see is always what is actually free to spend.

Which orders are holding my credits?

Any order that has been placed but not cancelled is paid for — including orders that are still being worked on. Check the Orders page: every order placed with credits shows its credit cost, and the sum of your recent open orders usually explains the difference.

Where can I see every credit movement?

The Credits page shows a full ledger: every purchase, every order charge, every refund and every adjustment, with a running balance after each entry. If a number ever looks wrong, the ledger is the place to check — it is the same record the platform uses.

When do credits come back?

Credits return to your balance automatically when an order is cancelled or fails — there is nothing to request. Delivered work does not refund by itself, but it is not final either: when something was wrong with a delivered file, your supplier can return the credits — the whole order's price, or a partial amount where the outcome was partly usable. Every returned credit appears as its own line in the ledger, and a partially refunded money charge shows the exact amounts on the invoice — "€X of €Y refunded". If you believe an order was charged incorrectly, raise it with your supplier from the order page first; if that leads nowhere, open a support ticket from that order's row on the Orders page so the team can look at that exact order.

I have balances with more than one supplier

Credit balances are kept per supplier. The balance shown while placing an order is always the balance with the supplier that order goes to, so buying credits with one supplier does not raise your balance with another.