If a generation, an edit, an SVG or PSD export, or an image tool doesn't return a result, your credits are returned automatically. You don't need to contact us or request anything. Settings that can't work are stopped before they start, so they never use credits in the first place.
When credits are returned
- An icon or an adjustment doesn't finish. The tile shows "This one didn't work out. Your credits were returned."
- The queue is too long. We wait up to 20 minutes for an icon. If it still hasn't finished, the request is cancelled and your credits are returned.
- A PSD layer split fails. You'll see "The layer split failed. Your credits were returned."
- Any other export fails. Credits charged for it are returned.
- An image tool fails, for example the background remover or upscaler.
When nothing is charged at all
These are checked before anything starts, so no credits are used:
- A colour or setting that doesn't work with the style, such as a colour that's too light or too dark. See colours and advanced settings.
- Already having 4 icons or adjustments running. Wait for one to finish and try again.
- Not having enough credits.
How long should I wait?
Most icons finish in 1–3 minutes. Detailed icons in a few styles usually need 5–10 minutes. If an icon takes more than 10 minutes, its tile tells you the queue is long; you can leave the page, and the icon, or your returned credits, will be waiting when you come back.
How to try again
On a failed tile, click the Try again button (the circular arrow) to send the same request again with the same subject, style and settings. If the same icon keeps failing, try:
- Shortening the prompt to one clear subject. See how to write a prompt.
- Switching between Clean and Detailed.
- Trying another style.
How returned credits show up
Your balance goes back up as soon as the credits are returned. In your credit history, the original charge stays in the list; there's no separate "returned" line.
Credits returned vs money refunds
Returning credits for a failed task is automatic, but it isn't a cash refund. Refunds for purchases follow our refund policy. If your balance doesn't look right, contact support with the rough time and what you were doing, and we'll check it.
Frequently asked questions
Do I lose credits if I close the page while an icon is generating?
No. Generation keeps running after you leave, and the finished icon appears in My icons. If it fails, the credits are returned whether the page is open or not.
How long until failed credits come back?
As soon as the task is marked as failed. For a stuck icon, that's at most 20 minutes after you started it.
Can I get my money back instead of credits?
Returned credits aren't converted to cash. See our refund policy for purchase refunds.
Did not find an answer?
Open a ticket and tell us what happened. We will reply as soon as we can.