> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.aituber.app/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Can I get a refund?

If a video generation fails, the credits for it go back to your balance automatically. For money refunds, send us a message in the chat bubble in the app. We look at each request and review it case by case.

## A video failed. Where are my credits?

You do not need to ask for this refund. When a generation fails, the credits return to your balance on their own. If a video failed and the credits did not come back, start a chat with us and send the video name. See [My video failed or looks stuck. What now?](https://help.aituber.app/en/article/my-video-failed-or-looks-stuck-what-now-1otzqtj/).

## I paid but got no credits

Sometimes a payment goes through but the credits do not appear right away. We can fix this. Send us the email address on your account and the payment email or order id. We check the payment and add the credits.

## I was charged twice

If you were charged two times for the same purchase, tell us in the chat. We refund the duplicate charge.

## I forgot to cancel, or I changed my mind

Contact us in the chat. We review these requests one by one; the answer depends on how much of the plan you used. Cancel your plan first so no further charge happens. [Manage or cancel your plan](https://help.aituber.app/en/article/manage-or-cancel-your-plan-d9odlb/).

We cannot promise a money refund in advance. A refund after you used the credits or created videos needs a review first.

## How do I ask for a refund?

Send us a message in the chat bubble in the app. Include:

- The email address on your AITuber account.
- The date and amount of the charge.
- A short note on what happened.

We reply in the chat after we review your request.

## Related

- [Manage or cancel your plan](https://help.aituber.app/en/article/manage-or-cancel-your-plan-d9odlb/)
- [My video failed or looks stuck](https://help.aituber.app/en/article/my-video-failed-or-looks-stuck-what-now-1otzqtj/)
- [How credits work](https://help.aituber.app/en/article/how-credits-work-1fj61db/)