Fotor Credits power AI features such as image generation, video generation, and background removal. If you believe your Credits were deducted incorrectly or you paid for a generation but didn’t receive the expected result, this guide explains when Credits may be restored, when they aren’t eligible for restoration, and how to submit a request.
Our Support team may review your case and restore Credits if the issue is verified and qualifies for restoration.
Incorrect or unexpected deduction
Credits may be eligible for restoration if they were deducted incorrectly or the action did not complete as expected. For example:
- Credits were deducted twice for the same task.
- Credits were deducted, but no output was generated.
- The number of Credits deducted does not match the feature or settings you selected.
Some failed tasks may be automatically refunded if our system detects an error. If your Credits balance has not been updated after a few minutes, please contact our Support team with the details listed below so we can investigate.
Technical issue or failed generation
If a generation fails due to a technical issue on our side, such as a server error, timeout, or system glitch, and you do not receive a usable result, our Support team can review the task logs to determine whether Credit restoration is appropriate.
Please note: If a result is generated successfully but does not meet your personal expectations, such as your preferred style, composition, or quality, it is generally not eligible for a Credit refund because the service was completed successfully.
When are Credits not eligible for restoration?
Credits generally cannot be restored in the following situations:
Credits were used successfully
If you used an AI feature and received a result, the Credits used for that action are generally non-refundable, even if you choose not to keep or download the result. Successful generations, edits, and exports are considered normal usage.
You can review your Credit deductions under Settings → My Credits → Credit History. Each entry shows the feature name (e.g., AI Image Creation or Fotor Vibe Video), the date and time, and the number of Credits deducted.
Credits expired
Fotor Credits are issued in credit packages, each with its own expiration date. Credits that remain unused after their expiration date are removed from your balance and cannot be restored.
When Credits are nearing expiration, an orange banner appears on the My Credits page—for example, "2 credits will expire in 30 days." The banner also explains that the system automatically uses Credits that are closest to expiration first.
Purchased virtual Credits that are no longer needed
Credits purchased as a one-time add-on are virtual goods. Once delivered to your account, they are generally non-refundable under our refund policy, even if you have not used them yet.
For subscription-related billing questions, such as duplicate charges, please refer to our Terms of Service and contact our Support team. These cases are handled separately from Credit restoration requests.
Still have questions?
If you believe your Credits were deducted incorrectly or your case may qualify for Credit restoration, please contact our Support team at support@fotor.com. Include a brief description of the issue and, if possible, a screenshot or the relevant task ID so we can review your case.
Please note that Credit restoration is subject to verification and our Credit policy. Thank you for your understanding.