Short answer
If you completed a payment in RetouchMe but didn't receive credits, the payment may still be processing on the App Store or Google Play side, the purchase confirmation may have reached the app with a delay, or the payment failed. Credits are added only after a successful payment is confirmed in the app.
Common reasons why credits were not added
This usually happens for one of the following reasons:
The payment is still being processed by the App Store or Google Play
The store charged the payment but the confirmation reached RetouchMe with a delay
The payment failed or was declined
The app was closed before the payment finished
In most cases, credits appear automatically once the payment is fully processed and confirmed.
What to do first
Try these steps:
Wait a few minutes and keep the app open
Make sure you have a stable internet connection
Restart the app and check your credit balance again
Open Settings → Restore Purchases — this asks Apple or Google to re-send the confirmation
Make sure you are logged into the correct account
Temporary delays usually resolve on their own.
Was I charged?
If the payment was not completed, credits are not added
You are only charged when the payment is successfully completed in the App Store or Google Play
If you see a completed charge but no credits, the purchase confirmation may still be on its way to the app
If credits still don't appear
If credits are not added after a reasonable amount of time:
Check the payment receipt in the App Store or Google Play
Make sure the payment status shows Completed
Contact support and include a screenshot of the charge, your Apple or Google receipt, and the date and amount of the payment
Support can verify the payment status but cannot manually grant credits.
Important to know
Credits are added only after a successful payment is confirmed in the app
Payments are handled by the App Store or Google Play
Deleting or reinstalling the app does not affect credits
Duplicate credits are not added for failed payments
Frequently Asked Questions
How long does it take for credits to appear?
In most cases, credits appear within a few minutes. Delays are usually temporary.
Can support add credits manually?
No. Credits are added automatically only after a successful payment is confirmed.
The charge is on my statement but credits still aren't there — what now?
See Why is my purchase delayed after payment? for the full troubleshooting flow including Restore Purchases.
What if I was charged but no order was created?
See I was charged, but no order was created for more information.