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Billing and Tokens
My token balance didn’t update after purchase
Refresh your dashboard first; top-ups usually land within a minute. If the balance still has not updated after 10 minutes, check your email for the payment receipt and contact support with it.
Refresh the dashboard, or log out and back in. The purchase often completed and the display simply has not caught up.
Give processing up to 10 minutes. Payment providers occasionally hold a transaction briefly before confirming it.
Check your email for the receipt. Receipt received means the payment succeeded and the tokens are yours; if the balance disagrees, support will reconcile it quickly, so contact them with the receipt attached.
No receipt? The payment likely did not complete. Check with your bank or card app for a decline or a pending authorization, then retry the purchase from Settings, then Billing. Declines from spending limits or international-payment blocks are the usual culprits.
Whatever the cause, do not re-buy repeatedly while a charge shows as pending; one confirmed charge equals one credited pack, and support can sort any duplicate immediately.
The reassuring rule underneath: a cleared payment is never lost. Every confirmed charge maps to a credited top-up, and the reconciliation is on Citably’s side, not yours, so the receipt is all you ever need to hold.
For how the credited tokens behave once they land, top-ups go to the carry-over bucket and are spent after plan tokens, see How do tokens work.