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I have purchased credits, but the balance was not topped up

Updated

1. Contact our support team directly from the Help Center
2. Contact our support team through the Nebula app
3. Contact our support team through the AskNebula Website
4. Provide details to expedite the process

 

This issue is very rare and usually related to a specific account or technical error. If it happens to you, don’t worry — our Support Team will handle it promptly.

 

1. Contact our support team directly from Help Center

You can also contact us directly from the Help Center by clicking the button below — we’ll be happy to assist you!

Submit a request
 

2. Contact our support team through the Nebula app

Please reach out to us via the “Contact us” option in the Nebula app:

1. Tap the gear icon in the top right corner to open Settings.

2. Select “Help and Support” and submit your request.

Using this method helps us automatically receive technical information about your device and account, which speeds up the resolution process.

 

3. Contact our support team through the AskNebula Website

  • Click on the icon with your name in the top right corner of the screen.

  • From the drop-down menu, select "Contact us".

  • You’ll be connected to our Virtual Assistant, Celeste, who will guide you through your request.

  • If Celeste isn’t able to resolve your issue, she’ll connect you to a Support Agent for further assistance.

 

4. Provide the following details to expedite the process:

  • A brief description of the issue
  • Screenshots of any transactions or changes in your credits balance
  • A note on what actions you performed just before the issue occurred (especially if something seemed unusual)

Once we receive your message, we’ll investigate thoroughly. If there was an issue on our end, we’ll:

  • Credit any missing amounts
  • Possibly offer a bonus as an apology for the inconvenience

We’re committed to helping you get back to enjoying Nebula without disruption. 💫

 
 

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