POM AI credit troubleshooting
Symptom by symptom.
POM AI does not work on one of my sites
Check the three requirements in order — the third is the one that is usually missing:
- An active POM AI subscription — the first card in POM AI Management.
- The POM AI license key entered on the site — managed in Licenses & Downloads.
- The site's domain authorized — in Manage AI Domains.
A site can be perfectly licensed and still unable to spend a single credit because its domain is not on the list.
Then check the balance, and the domain's own limit.
I cannot add a domain
| Message | What to do |
|---|---|
| Please enter a valid domain or URL. | Check for typing errors, stray spaces or a partial address |
| You already added that domain, please find it below! | It is already there — scroll the list |
| You have reached the maximum number of domains allowed by your subscription. | Remove a domain you no longer use, or move to a larger plan |
| The domain already exists on another user account… | Contact support; another account holds it and only support can resolve it |
My balance dropped and I did not do anything
Two possibilities, and the usage logs separate them:
- Spending appears in the logs. A site used credits — look at which domain and which action.
- Nothing in the logs. A batch expired. Subscription credits expire with the billing period and do not roll over.
I selected several images for background removal
The estimate covers the whole selection. Each selected image is processed separately and has its own background-removal charge. Check the processing summary and usage logs to see which images completed.
One site used everything
Expected behavior for a shared balance with no limits. Every authorized domain draws on the same figure, and nothing is reserved.
Set domain spending limits on the sites that should not be able to do that. Set them from the usage logs, not from guesswork.
A site stopped working but the account still has credits
Check that domain's limit. A domain that reached its cap stops, while other domains carry on and the balance stays untouched.
Raise the limit if the work is legitimate.
I bought a top-up and it is not there
- Check the order status. An unpaid order grants nothing.
- Check the account. A purchase made with a different email address lands in a different account.
Once the order is paid, the batch appears with its order number.
My subscription renewed but I have no new credits
Give the renewal time to complete. If the payment is still unresolved — direct debits confirm after the fact — the grant follows the payment, not the date.
If the subscription shows as active and the credits are still missing, contact support with the subscription number.
Subscription credits vanished at the renewal date
That is how they work: subscription credits expire with the period, and unused ones do not carry over.
If you consistently finish periods with credits left, you are on a plan larger than you need. If you consistently run out, the opposite.
I want my unused credits refunded
Credits are not refundable and cannot be transferred between accounts.
Nothing here matches
Send support your POM AI plan, the domain involved, the approximate date and time, and what the usage log shows for it. Never send license keys or passwords. See Safe support information.