If the number of credits in your account doesn't match what you expected, there's usually a straightforward explanation. Here are the most common ones — and what to send us if none of them fit. ⚡
💳 Not every job costs the same
Credits aren't one-per-application:
1 credit — standard applications
3 credits — roles that are more complex or need extra context, like applications hosted on platforms such as Workday
Those 3-credit jobs take a lot more work behind the scenes — creating an account on your behalf, navigating CAPTCHAs and multi-step forms, filling out detailed fields, and handling redirects.
⚡ You'll always see the credit cost in the top-right corner of the Jobs page, next to the lightning bolt icon, before you apply. So if you applied to 10 jobs and used more than 10 credits, some of them were 3-credit roles.
🕒 Credits are deducted when you swipe, not when the job is submitted
The credit comes off as soon as you swipe right, because that's the moment Sprout starts generating your tailored resume and cover letter.
✅ Swiping left to skip a job never uses a credit.
✅ If an application fails due to a system issue, we automatically refund that credit.
📅 Credits don't roll over
Credits are tied to your active subscription and refresh at the start of each new billing period. They don't roll over — anything unused expires when that period ends and your new allocation arrives.
This is also true if you cancel: you keep your credits and access until the end of the period you've already paid for, and anything left over expires at that point.
📲 My credits disappeared after an app update or reinstall
If your balance looked right and then dropped to zero after updating, reinstalling, or switching devices, it's usually a sync issue rather than lost credits. Try this in order:
Fully close and reopen the app
Check you're signed in to the same account you subscribed with — it's easy to end up on a second account created with a different email or sign-in method
Go to Profile → ⚙️ Settings → Restore Purchase
If your credits are still missing after all three, don't keep reinstalling — reply here and we'll look at the account directly.
🧾 I bought credits or a plan and they never arrived
Reply here with the details below and we'll match the payment to your account and fix the balance:
Your Sprout User ID (scroll to the bottom of Settings)
A screenshot of your receipt
Where you purchased — App Store, Google Play, or on the web
What you expected to receive vs. what you're seeing
That last one matters more than people expect — telling us "I bought the 50-credit plan and I'm seeing 20" gets this fixed far faster than "my credits are wrong". 🙂
💬 Still Stuck?
👉 If something still looks off with your balance, reply here — we'd rather check it than have you guess. 😊