VyroAI

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Refunds When Something Fails

What happens to your credits when a generation fails — and what to do when you paid and nothing arrived.

A failed job tells you about your credits on the spot

When a job fails outright, the app says what happened to the money in the same breath. A failed image edit shows "Tokens have been refunded." and your balance refreshes; a chat message that never reached the server says "Nothing was charged and your message is still here."

The rule of thumb: you pay for work that ran, not for work that never happened.

When the app cannot tell

One failure is different: Could not reach the image service. In the Image Creator it means the connection dropped before the image service answered, often because the server was busy or restarting. The app then cannot know whether your credits were taken, so it does not claim a refund. It says instead: Check your credit balance — if credits were taken without a picture, report it via Help.

What to do: wait a minute, then look at the credits in the top bar. If they went down and no picture arrived, contact support through /support with the time it happened; the usage ledger shows whether the charge went through. If they did not go down, nothing was taken and you can simply try again.

When it ran but does not work

A generation that ran but produced a wrong answer is still a generation, so its credits do not come back to your balance on their own. Two things can make up for it:

If credits were taken for something that clearly never produced anything and no refund message appeared, contact support with the time it happened — the usage ledger makes it checkable.

I paid and nothing arrived

For a credit pack or subscription that was charged but never landed: give it a few minutes and refresh Profile → Billing first — payments are confirmed by the payment provider and can trail the charge slightly.

Still missing? Use the contact form on /support, from the email address you pay with — the form is your email address and a message, with no topic to pick, so say in the message that it is about a payment. Support replies within 24 hours, and the useful things to include are the time of the charge and the receipt Stripe mailed you.

The 14-day refund is for credit packs. VyroAI+ time works differently: whole unused 30-day blocks you refund to your credit balance yourself, from the billing panel; part-used time goes through support. The full terms are on the Legal page, and that page is the one that binds.

Where to next

15 of 31 in Account & Billing · Last checked 24 September 2026 · Previous: Why Are My Credits on Hold?