Account, credits and billing

Sign in to the correct account

Use a sign-in option available on the sign-in page. Check that you are using the account associated with your purchase.

If you choose email sign-in, check your spam folder when a code is missing. Codes expire after 10 minutes. Once a new code is successfully sent, use it; earlier codes no longer work. Do not share your code.

Choose how to buy credits

Subscriptions renew automatically until you cancel renewal. For an annual plan, you are charged the annual total, and credits are issued in monthly batches. Each subscription credit batch expires at the end of its applicable credit period.

One-time credit packs do not renew, and their purchased credits do not expire. Compare subscriptions and credit packs on Pricing.

You can browse Veo3o1 without purchasing credits. Uploading an input image requires sign-in and a positive available credit balance; the upload itself does not consume credits. Generation and result actions require enough available credits for the selected settings. Valid promotional credits can be used, so a previous purchase is not required.

Manage a purchase

Open Orders and billing to review your purchases. When Manage billing appears for an eligible subscription, select that option to open the Stripe billing portal. Review the portal's cancellation confirmation and your subscription status. Closing a browser tab does not cancel renewal.

Review your available balance, credit entries and expiry dates on the Credits page. On an annual plan, the annual allowance is issued in monthly batches rather than being available all at once.

Something is wrong

For a missing payment or duplicate charge, contact support with your account email, order number if available, the time of the issue and the exact error message. Never send a password, sign-in code or full card number.

A one-time credit pack qualifies for the standard refund only when you request it within seven days of purchase and all credits in that pack remain unused. Subscriptions are generally non-refundable. Exceptions and applicable rights are explained in the refund policy. Canceling renewal does not automatically refund a paid period.

Credit restoration for a qualifying failed generation is separate from a payment refund. The service must confirm a final failure or qualifying timeout; a network timeout while submitting does not by itself confirm failure. Restored credits keep their original expiry date. If the expected credit entry is missing, contact support with the task ID if you have one.