When a Payment Does Not Go Through

Quick answer: First look at your balance at the top right. If it went up, the payment landed, whatever the window said. If the card form never appeared, the window says so after a few seconds with a retry that reopens the same order. A declined card is the bank’s decision: try another card or PayPal. A PayPal payment that shows still clearing arrives by itself when it completes. An order you did not pay waits under Pending Orders for a short while and then expires without charging anything. If money left your account and the credits did not arrive within an hour, send the order number to support.

Still from “Starfall Command”, an AI short drama generated end-to-end by SceneMixer (7 characters, 1 episode) — Sample: “Starfall Command” — Realistic HD, 1 episode, produced end-to-end by SceneMixer from the script · watch the episodes

Buying credits, step by step is the happy path; this page is every way it can stall.

The form did not load

The card form is loaded from the payment provider. If it has not appeared after fifteen seconds, the window says The payment form didn’t load. Check your network connection and try again with a retry that reopens the same order — no second order is created. An ad blocker or a strict privacy extension can block the form; allow the site or try another browser. The PayPal button has the same message.

The card was declined

The decline comes from your bank, and the form shows the bank’s reason where it gives one. Usual causes: a card that does not allow online or foreign-currency payments (prices are billed in USD), a spending limit, or a mistyped number. Try another card, a wallet if your device shows one, or PayPal. Nothing is charged on a decline.

PayPal

Cancelled. Nothing was charged: you closed the PayPal window. PayPal couldn’t complete the payment: pick another funding source inside PayPal. PayPal is still clearing this payment: some PayPal payments take longer to settle; the credits arrive automatically once it completes, with no need to pay again.

I paid, the credits are not there

Check the balance at the top right and Credit History: a Top-up (order …) line means it landed. The success window can fail to draw even when the payment went through, so the balance is what counts. If nothing appears within an hour and the money has left your account, write to support with the order number from Order History on the credits page; the payment record is matched by hand. Never pay a second time to check.

The SceneMixer episode editor: asset library on the left, the storyboard in the middle, the video preview on the right, and every segment along the bottom timeline — The balance at the top right is the truth: if it went up, the payment landed.

The price changed while the window was open

If a pack or plan price changed between opening the window and paying, the window says The price is now ✦ N. Tap again to continue and nothing is charged until you do. The same applies to an upgrade whose difference changed.

Unpaid and duplicate orders

An order you did not pay sits under Pending Orders for a short while so you can resume it at the same price. Reopening the purchase window resumes the same order rather than creating a second. Unpaid orders expire on their own and never charge. If you see two paid orders for one intended purchase, write to support: duplicates are refunded.

You see	It means	Do
Form did not load	Provider script blocked or slow	Retry in the window; check ad blocker
Card declined	The bank refused	Another card, wallet or PayPal
PayPal still clearing	Settling	Wait; credits arrive by themselves
Cancelled, nothing charged	You closed the window	Reopen and pay
Paid, balance unchanged after an hour	Needs matching	Support with the order number
Price is now ✦ N	Price changed meanwhile	Tap again at the new price

FAQ

The card form never appears.

Wait for the retry the window offers; it reopens the same order. Ad blockers and privacy extensions are the usual cause.

My card was declined. Was I charged?

No. A decline charges nothing. Try another card or PayPal.

PayPal says the payment is still clearing.

Some PayPal payments settle later. The credits arrive automatically when it completes.

I paid and have no credits.

Check the balance and Credit History first. If nothing shows within an hour, send the order number to support; do not pay again.

Will an unpaid order charge me later?

No. It waits briefly under Pending Orders so you can resume it, then expires.

The card number is right, but it says the card is invalid.

The card may not be accepted for this kind of payment. Nothing was charged. Try another card, or pay with PayPal.

The balance is the truth

Check it before you pay again.

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Updated October 2, 2026