Generation still processing
Refresh the page first. Credits return only after the task has failed or been canceled.
Help Center
Troubleshooting & support
Get unstuck with the right details.
Troubleshoot VisionMorphic generation, payment, credit, subscription, and refund issues and learn how to contact support.
Last reviewed September 25, 2026. Prices and account status are confirmed at checkout and on your Account page.
On this page
Support
When the status and the receipt disagree.
Send enough transaction context to identify the issue, but never include passwords or complete payment credentials.
Payment and plan disagree
Compare the PayPal receipt with the plan and credit balance in the site header, then send both details to support.
Refund does not appear
Check the original PayPal transaction used for the old plan. Provider and bank processing time can delay the visible refund.
Contact us when:
- PayPal charged you but the plan or credits did not update.
- A refund shown in the plan-change confirmation does not appear in PayPal.
- A failed or canceled task did not restore credits.
- A generation or plan change stays processing for too long.
- You see a duplicate or incorrect charge.
- You need an individual refund review.
Include the account email, PayPal subscription or transaction ID, date, amount, and a screenshot. Do not include a complete card number, bank credentials, or password.
We aim to acknowledge payment and refund requests within two business days. Provider investigation and bank processing may take longer.
Common billing questions
Is an annual plan charged every month?+
No. The yearly price shown as a monthly figure is only an equivalent rate. PayPal charges the full yearly total at the beginning of the annual billing period.
When will I receive subscription emails?+
VisionMorphic sends an activation confirmation after the first completed subscription payment. For later automatic renewals, one receipt combines the amount paid, PayPal transaction ID, credits added, and next renewal time after PayPal confirms payment and VisionMorphic applies the credits. Renewal reminders are also sent about 7 days and 1 day before the next automatic charge. Delivery depends on the current account email and the renewal time reported by PayPal. A canceled subscription does not receive future-renewal reminders.
What happens if a renewal payment fails?+
A failed renewal first enters a retry period: paid benefits remain available, but no new cycle credits are added until PayPal confirms payment. If PayPal later suspends the subscription, VisionMorphic moves the account to Free and removes unused subscription credits while Free credits remain. Update the payment method in PayPal, then use Retry payment on the Pricing page. VisionMorphic restores the plan only after PayPal verifies both the recovered payment and active subscription.
Why do I see both a PayPal charge and a refund?+
An immediate cross-cycle change creates two separate PayPal movements: the full charge for the replacement plan and a refund against the original payment for unused time. The net amount in VisionMorphic is a summary, not a single PayPal transaction.
Does my remaining credit balance decide the cash refund?+
Cash refunds for an eligible plan change are calculated from the original payment and the time remaining in that billing period. They are not calculated from the number of credits remaining.
Why is my payment under review?+
Some payments may be held or canceled after a security or payment review. A payment that PayPal later reverses can suspend the related subscription and remove its unused subscription credits until a later payment is verified. VisionMorphic may reuse an unfinished checkout and briefly pause new payment attempts after repeated or provider-throttled requests; this prevents duplicate PayPal payment intents. If you believe your payment was affected incorrectly, contact support with the PayPal transaction ID and amount. Never send a password or full payment credentials.
When are failed-generation credits returned?+
VisionMorphic returns a task’s credits once it has failed or been canceled. A task that is still queued or processing is not refunded just because it is taking longer than expected.
Do credits expire or turn into cash?+
Subscription credits do not roll over: each new monthly credit period replaces the unused subscription balance with the plan allowance. Annual plans receive credits monthly during the paid annual term. Free credits are separate and continue restoring daily up to their cap. Credits cannot be exchanged for cash; cash-refund eligibility is described below.