Runway uses credits to power generative tools, ensuring users can tailor model and feature use to their needs. If you're encountering issues or discrepancies with your credit balance, read on to troubleshoot common scenarios and find solutions to address them effectively.
For a foundational understanding of how credits operate within Runway, visit How do credits work?
How do I see how many credits I have?
Log into the Runway web app and click your icon in the top right corner. Then, click Manage your plan and scroll down to view the number listed next to Credits. Your account's currently available credits will be broken apart by plan credits (those you get each month with any tier of paid subscription) and purchased credits (any additional credits you paid for, including the 400 free credits included with your account upon registration).
How do I know when my subscription credits reset?
Log into the Runway web app and click your icon in the top right corner. Then, click Manage your plan and scroll down to Credits. Look for your monthly plan credits. Underneath, the date and time of your renewal will be listed — your credits will reset following this timestamp.
How do I see how my credits have been spent?
Log into the Runway web app and click your icon in the top right corner. Then, click Manage your plan and scroll down the entire page to Credit usage table. This table lists every single time credits have been spent on your account, where/how they were spent, and the amount.
I didn't receive enough credits.
You might be looking at a translated value. A common misunderstanding occurs when users perceive they have only received a fraction of their monthly credit allowance. To solve this, it's crucial to distinguish between credits and seconds. Each tool on Runway operates on a unique model with varying credit costs. Your monthly credit allowance is automatically converted into seconds for each tool when you're on its page. For example, seeing "200s" on Gen-2 means you could use your available credits on 200 seconds of Gen-2, not that you have 200 credits total. Hover over the seconds counter on any tool to view your full credit balance in a pop-up.
My credits didn't refresh.
Credit refreshes are automatic and do not fail to administer unless there's a billing problem. Here are some steps to try:
- Check the invoice you got for your most recent subscription payment. Does it list the same email you're logged in under? Did the payment complete successfully?
- Check your credit usage table. Following your most recent refresh date, did you spend any credits?
When to contact support
If you've followed these steps and your issue remains unresolved, it's time to contact a support agent.