Recover a pending payment or missing credits
Check the purchase you already started before making another payment, and know when to ask AMS to review it.
Updated
Recover the original purchase first
A bank approval, a payment confirmation, and available wallet credits are separate checkpoints. If the response was lost or your bank shows a charge while credits are missing, check the existing attempt. Starting a new top-up can create a separate purchase and does not repair the original one.
Use the original account and, when possible, the same browser where you started payment. Keep the saved attempt and design available. Do not clear browser storage to unlock payment fields.
- Reopen Studio and the credit dialog. If a previous purchase is saved, the dialog offers Check payment status.
- Choose Check payment status and wait for the status response. This checks the existing attempt; it is not an instruction to authorize another purchase.
- Read the resulting message using the table below. If Credits added appears, choose Return to your design and select your next action yourself.
- If the attempt cannot be found, remains unresolved after the check, or asks for review, contact AMS support before paying again.
Read the payment result
| Message or symptom | Meaning | Next step |
|---|---|---|
| Credits added | Payment and credit availability are confirmed | Return to your design and choose the next action. |
| Payment received. We are confirming your credit balance. | Payment was received; the wallet grant still needs confirmation | Check the same purchase. If still unresolved, contact support instead of paying again. |
| Payment is still being confirmed | The outcome is not definitive | Keep the existing attempt and check its status before another purchase. |
| This purchase needs review | The purchase cannot be safely completed through ordinary recovery | Contact AMS before another payment. |
| Payment canceled | Cancellation has been verified | You may choose a payment method and explicitly start a new purchase after reviewing its total. |
| Bank shows success, but no credits | A bank record alone does not establish wallet fulfillment | Check the original attempt; provide support with the amount, time, and visible status if unresolved. |
If recovery controls are unavailable
Reopen the credit dialog in the original account and browser. If secure payment entry failed to load and Retry secure payment is shown, use that control, then check the saved purchase status. A payment-entry error does not prove that an existing payment failed.
If you cannot reach Check payment status, or see “This interrupted payment needs support recovery. Do not pay again,” stop new purchase attempts and submit a help request. Do not switch accounts to try to complete the original purchase.
Changing the card is a separate recovery step
If you want a different payment method for an unresolved attempt, choose Cancel payment to change method. Wait for a verified Payment canceled message before choosing another method and explicitly retrying. If the cancellation instead reports confirmation, grant, or review, follow that result. Do not assume clicking Cancel means the payment was canceled, and do not use cancellation as a refund request.
What to send support
Contact AMS when a status check leaves the purchase unresolved, a bank reports success without available credits, the account or purchase needs review, or the saved attempt cannot be recovered. Include the pack, total shown, approximate purchase time, visible status, and purchase identifier if available. You do not need to disclose card details to describe this problem.
Use Contact AMS support below and submit the help request. Include the page or tool, approximate time with your time zone, exact visible status or error, and the purchase, design, version, or workspace identifier if shown. A redacted screenshot can help. Never send a full card number, CVV, bank password, authentication code, access token, or signed download URL.
Still need help?
Tell us which tool you used, what you expected, and what happened. Include the time and a screenshot with private details hidden. Never send passwords, payment card details, or private access links.
Send a help request