Credits and subscriptions serve different purposes
A credit balance does not tell you which subscription features are enabled. A video request, for example, also requires Premium access. Check the feature requirement as well as the balance before purchasing more credits.
Keep a record of the account used for a purchase. Signing in through a different provider can make a balance appear missing when you are actually viewing another account.
The plans list daily Souls granted on login: Premium gives 50, Deluxe 100 and Deluxe Plus 150. Do not count these as extra messages or image-quota units, or assume a login grant is added on days when you do not sign in.
Check a media request before submitting
Duration, quality and sound options can change the request you are making. Review the selected settings and the displayed charge together rather than assuming that all clips cost the same.
If a job is still rendering, wait for its result or status before submitting it again. Failed video jobs return the Souls used according to the video help; a completed clip that differs from your expectations is a different issue.
Gift codes and third-party listings
For any gift offer, check the issuing party, what the code provides, the account it can be used with, its expiry and any region or eligibility restrictions. Do not enter a password or a one-time sign-in code into a seller's redemption page.
A marketplace listing, including a G2A listing, is not by itself evidence that a code is valid or that the seller is authorized. Ask support about the exact offer before paying if its validity or entitlement is unclear.
When a credit balance looks wrong
Compare the balance with recent completed and failed jobs, then check the purchase confirmation. Include the transaction reference, time and affected feature when contacting support, but redact payment-card details.
Do not buy a second pack solely because the first purchase is not immediately visible. First confirm the purchasing account and whether the payment or job is still pending.
Subscription access and billing Troubleshoot a media requestQuestions and answers
What are Souls in Soulkyn?
Souls are account credits. They are distinct from a subscription and from feature-specific allowances, so check both the required plan and the charge shown for the request.
Does a failed video return the Souls used?
The video documentation says failed render jobs return the Souls spent. Check the job status and balance before retrying; an unsatisfactory completed result is not automatically a failed render.
Can I rely on a gift code advertised by a reseller?
Check the seller, entitlement, expiry and eligibility before purchase. A listing does not establish code validity or authorization. Ask support about a questionable offer without sharing account credentials.