Refunds and Billing

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Requesting a Refund

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Eligibility Requirements

• Active subscription: You must have an active paid subscription
• Usage limit: You must have used less than 650 lifetime compute units
• Timing: Refund requests are typically processed for recent charges

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How to Request a Refund

1. Navigate to Account Details

• Log in to your Krea.ai account
• Go to your Account Details page

2. Check Your Usage

• Review your compute unit usage on the usage statistics section
• Ensure you have used less than 650 lifetime compute units

3. Submit Refund Request

• Click on the “Cancel/Refund Subscription” button
• The system will automatically verify your eligibility
• If eligible, you’ll see an option to refund your subscription. If there is only an option to cancel, you are not eligible for a refund. This is to prevent platform abuse.

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Refund Processing Time

• You will receive an email confirmation shortly after requesting a refund
• Refunds typically take 5-10 business days to appear in your account
• The exact timing depends on your payment provider and bank

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Common Billing Issues

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Failed Payment Attempts

1. Check Card Details

• Verify your card information is correct
• Ensure your card hasn’t expired
• Check that you have sufficient funds

2. Contact Your Bank

• Some banks may block international transactions
• Verify that online/recurring payments are enabled

3. Try Alternative Payment Method

• If issues persist, try using a different card
• Consider using an alternative payment method
  • We support Credit/Debit Cards, Google Pay, US Bank Accounts, Amazon Pay and Cash App Pay

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Duplicate or Unexpected Charges

1. Check Your Subscription Status

• Visit your Account Details page
• Verify you don’t have multiple active subscriptions
  • This could be due to having a team plan and a personal plan

2. Review Recent Transactions

• Sometimes pending charges may appear as duplicates
• Wait 24-48 hours for transactions to settle

3. Make sure your past payments went through

• Sometimes payments for past months fail so we attempt to charge your card multiple times
• Monthly plans charge every month, and if a payment fails the month before, that invoice stays outstanding until it’s paid
• If you get charged twice in a month, your payments might’ve been overdue from prior months

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Auto-Renewal Information

• Subscriptions renew on the same date each month
• You will be charged the subscription amount automatically
• To prevent auto-renewal, you must manually cancel your subscription

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Frequently Asked Questions

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Q: I accidentally subscribed to an annual plan when I only wanted a monthly plan

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I was charged but can’t access premium features

1. Log out and log back in to refresh your account status
2. Clear your browser cache
3. Ensure you’re using the same email address associated with your subscription
4. Sometimes it may take 12-24 hours for your account status change to be reflected in our systems. If it takes longer, reach out to [email protected].

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Why was my payment unsuccessful?

• Insufficient funds
• Expired card
• Bank blocking international transactions
• Incorrect card information

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How do I update my payment method?

1. Go to your Account Details page
2. Navigate to the Billing section
3. Click “Update Payment Method”
4. Enter your new payment information

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Q: How do I add a VAT number/Tax ID for invoicing?

1. Go to your Account Details page
2. Navigate to Stripe by clicking “Update Subscription” or any alternate method
3. Once in Stripe, scroll until you see Billing Information, then click “Update Information”

4. From there, scroll until you see “Tax ID”, then you should be able to add whatever you need