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I am facing a critical issue with my account balance and a recent purchase, and I have not received a resolution from the official support channel after an escalation.

 of Avatar IV time. These credits were never added to my account.

 (94s remaining from my monthly plan + 600s from the new purchase).

 The HeyGen interface is displaying contradictory and incorrect information:

 incorrectly shows a remaining balance of 

In both cases, the 600 seconds from my purchase are completely missing.

I have already spent over an hour with a first-level support agent who was unable to help, and my ticket was escalated. However, I have received no response since then.

Could a HeyGen team member or a moderator please look into this urgently? This is a serious billing error that needs to be corrected.

Has anyone else in the community experienced purchased credits not appearing in their account?

Critical Error: Purchased 300 credits not applied, UI shows incorrect balance

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