A balance does not unlock every tool
Video generation requires Premium access as well as the relevant request allowance. Buying credits is not a substitute for checking that requirement. Equally, an unlimited text entitlement says nothing by itself about the cost of a media action.
Daily Souls are awarded on login: 50 for Premium, 100 for Deluxe and 150 for Deluxe Plus. Do not treat them as image units or extra messages, or assume missed logins accumulate grants. Keep track of the purchasing account; a different sign-in identity may show a different balance.
Read the charge with the selected settings
Review duration, quality and sound together before sending a video request. Different settings can mean a different request and charge. A familiar starting image is not enough to establish that the next clip costs the same as an earlier one.
Let a pending job reach a result or status update before repeating it. The video documentation provides for returning Souls when a render fails. A finished clip that misses your creative intention is not automatically a failed render.
Verify an offer before paying a seller
Find out who issued a gift offer, what it grants, which accounts qualify, when it expires and whether regional restrictions apply. Keep passwords and one-time login codes out of any seller's redemption form.
A G2A or other marketplace listing does not establish that a code works or that its seller is authorized. If the entitlement or origin is unclear, ask support about that specific offer before spending money. Do not substitute a seller's promise for confirmed eligibility.
Trace a missing purchase or unexpected balance
Match the account, purchase confirmation and recent job history. Distinguish completed requests from failed or pending ones before deciding that credits are missing. Buying another pack immediately can make the problem harder to untangle.
For support, collect the transaction reference, approximate time and affected feature. Redact card details and unrelated personal information. First establish whether the payment or render is still pending, then explain the discrepancy clearly.
Plan requirements and subscription charges Investigate a delayed renderQuestions and answers
What does a Souls balance represent?
It represents account credits, not the length of a subscription or an unlimited feature allowance. Before making a request, check its plan requirement, available quota and displayed Souls charge together.
What happens to credits when a video render fails?
The video help says the Souls spent on a failed render are returned. Look at the job status and balance before starting again. A completed video you dislike does not automatically meet the same failure condition.
How can I judge a reseller's gift-code offer?
Verify the issuer, seller, promised access, expiry and account eligibility. The existence of a listing proves neither validity nor authorization. Ask support about uncertain offers, and never give a seller the credentials needed to enter your account.