Possible Reasons

Let's say you made a subscription or top up purchase. But, when you try to access your account, you don't see your account updated. There are three possible reasons why this may happen. In decreasing order of likelihood

Logged in to different account

This is the most likely reason. Say you bought the packs using `abc@gmail.com`and are now logged in with xyz@school.com. You will not be able to see your purchase reflected. To check if this is the case, visit the Your Account page. You should see your email ID listed there. We email customers the receipt and invoice of each purchase. Check if that email ID has received the purchase confirmation. If not, identify the email ID that received the email and log in with that account.

If you are part of a Team, the team admin will receive the confirmation emails even if you have made the payment from your account.

Subscription Expired

As we explain on our Pricing Page, AutoProctor is a subscription-based product. So, once you finish using up your free credits, you must purchase a monthly, quarterly or annual subscription. When your subscription is up for renewal, we try charging your card automatically. If we are unable to charge despite multiple attempts, your subscription is cancelled and your balance gets reset to 0. Read the FAQs on our Pricing Page to understand this better.

Associated with, or de-linked from, Team

On AutoProctor, you can join and leave a Team. If you are part of a Team, you share the subscription and balance with the other members of the Team. You can create a Team and be the only member in it too.

If you have left a Team by delinking yourself from it, you will no longer see the balance of the Team. You can see your Team Status by visiting this link.

Error at AutoProctor's end

If you are confident that the issue isn't any of the above, forward the purchase email to hello(AT)autoproctor.co and a screenshot of what you see on the Your Account page. We'll check what may have happened.

Updated on: 03/13/2025