I cannot tick or pay at checkout
The pay button works only after you tick the box confirming the Terms and the Refund Policy. If you see "Our Terms were updated. Please reload this page and confirm again before continuing," reload Billing and tick again.
I paid but my plan or credits have not changed
After checkout, Billing says "Checkout returned successfully. Your confirmed credit balance and payment history are shown below; payment confirmation may take a moment." Wait a moment and reload. The Credit history table shows each change with its date, a description and your balance.
If it still looks wrong after a few minutes, write to support@kivooapply.com with the date and amount.
"Checkout cancelled. Nothing was charged."
You left checkout before paying. Nothing was taken. Start again from Billing.
I did not get my free credits
Free credits are added when you confirm your email. Open the confirmation email we sent you, and check your spam folder. If you cannot find it, enter the same email address on the sign-up page and we send a new one.
We do not add free credits to accounts that use a temporary email address. If that is your case, create an account with a permanent email address. A paid plan works with any email address.
Free AI help has reached its limit for today
Free AI help has a daily limit that all Free accounts share. When it is used up you see a message with an Upgrade button, and it resets at midnight Eastern time. You can try again tomorrow, or upgrade to a paid plan to keep going now.
Credit packs are locked
Packs are open only while your paid plan is active and set to renew. If your plan is cancelled or set to end, or a payment is failing, the page tells you to renew your plan first. On the Free plan the packs show "Locked on the Free plan. Upgrade to a plan to buy more credits." Choose a plan first. See Upgrade or downgrade.
My credits are frozen
When a paid plan ends without renewal, unused credits, including pack credits, are frozen. If you renew within 30 days, credits from packs are restored. Your plan's credits restart at the new period's amount. After 30 days frozen credits expire.
"You are out of credits"
On a paid plan the message says to top up or wait for your monthly credits to reset. On Free it says to upgrade for more credits each month.
Update your card
Select Update payment method in Billing. If it says "There is no saved card yet," that is normal before a first purchase.
A renewal payment failed
Our payment processor retries for a while and your plan stays active. Update your card in Manage billing. See Payment methods.
I was charged by mistake
Write to support@kivooapply.com first. We fix genuine errors, and this is usually faster than a dispute with your bank.
I want a refund
See Billing and refund policy.
Related: Plans and credits, Cancel your plan