Quick answer: First separate subscription-grant Moments from purchased top-up Moments. The current official Moments guide says monthly grants reset on the renewal date and do not roll over, while purchased Moments do not expire. A lower balance at renewal may therefore be expected rather than deleted credit.
Identify which balance changed
Check the renewal date, current tier, purchase receipts, and Moments history. Confirm the signed-in email before assuming a loss. A different account can show a valid but unrelated balance.
If paid access itself is missing, use the subscription activation guide. If a payment did not complete, use the payment-failure checks.
AI Video Gallery
A preview of selected portrait videos and AI character images.
Reconcile the balance in a safe order
- Take a screenshot of the current balance and time.
- Compare the date with the subscription renewal date.
- Separate purchased bundles from the monthly grant.
- Check recent image, video, audio, or character actions.
- Refresh once and verify the same account in User Settings.
- Do not purchase another bundle only to test whether the balance updates.
Decide whether the change is expected, delayed, or unexplained
A reset near renewal can match the documented grant behavior. A purchase receipt with no added balance may be a payment or synchronization issue. A failed media job with a charge needs the original job evidence; it does not automatically establish refund eligibility. Image reports, video failures, billing errors, and ordinary usage are reviewed under different rules, so do not combine them into one unsupported refund claim.
Return to the SecretOpedia’s Secrets AI Moments guides for billing and media diagnostics. Our the Secrets AI pricing and Moments review explains how subscription grants and extra Moments affect total cost.
Send a balance timeline to support
Include the account email, tier, renewal date, purchase date, receipt or transaction identifier, balance before and after, and affected feature. Redact full payment-card details.
For crypto, do not repeat the same failed checkout. The official payment guide asks users to start a new transaction when required.
Sources checked July 12, 2026: Moments & Payments, Subscription Tiers & Limits, User Settings, Changelog, Tips & Tricks.
