## **💡 Overview**

If you recently changed your plan or account and expected to see refunded HDC credits (for example, a large balance such as $2,000), you may open your dashboard and find that the credits are not where you expected them. This is a common concern, and in most cases the credits have been moved, applied differently, or not yet updated rather than lost.

This article explains why that can happen, where to look, and what information to have ready if you need our team to take a closer look.

## **🔄 Why Credits May Look Different After a Plan Change**

When you move from one plan to another, your account is updated to match the new plan. During that update, credits or balances tied to your previous plan can be handled in a few different ways:

- **Applied to your new plan:** The value may be used toward your new plan charges instead of appearing as a separate credit line.
- **Moved to a different balance:** Credits may be shown under a different section of your account than before.
- **Returned as a refund:** In some cases, the amount is returned to your original payment method instead of being kept as platform credits.
- **Still processing:** Plan changes and refunds can take time to appear, so your balance may not have updated yet.

## **🔎 Where to Check for Your Credits**

Work through the steps below to see whether your credits are visible anywhere in your account.

1. Log in to the platform and open your **account or billing settings**.
2. Look at your **current plan and usage** details to confirm which plan is active after the change.
3. Review your **billing history or invoices** for any credit, adjustment, or refund entries dated around the time of your plan change.
4. Check the **HDC credit balance** shown for your account, and compare it with what you had before the change.
5. If you manage more than one workspace or account, confirm you are **logged in to the correct one**. Credits are tied to the account they were issued on.

## **⚠️ Common Reasons Credits Seem Missing**

- **You are viewing a different account or workspace.** Switching accounts can show a different balance.
- **The credits were applied to an invoice.** Check your billing history for a reduced charge or a credit line.
- **The refund went to your payment method.** Your card or bank statement may show the returned amount instead of your platform balance.
- **The change is still processing.** Allow some time and refresh the page before assuming something is wrong.
- **The credits had an expiry or plan restriction.** Some credits only apply to certain plans or time periods.

## **📝 What to Gather Before Contacting Us**

Having the right details ready helps our team resolve your question faster. Before you reach out, try to collect:

- The **approximate date** you changed your plan or account.
- The **name of your previous plan** and your **new plan**.
- The **amount of credits** you expected to see (for example, $2,000).
- A **screenshot** of your current credit balance and your billing history.
- Any **invoice or receipt numbers** related to the change.

## **✅ Tips to Avoid Confusion in the Future**

- Before changing plans, take a screenshot of your current credit balance so you can compare it afterward.
- Check your billing history right after the change to confirm how credits were handled.
- Allow some time for the balance to update before assuming credits are missing.
- If you are unsure how a plan change will affect your credits, ask our team **before** you make the change.

## **💬 Need More Help?**

If you have checked the steps above and still cannot find your refunded HDC credits, our team can review your account and confirm exactly what happened to them.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be instantly connected with a member of our team.