Credits are added to your account straight away once a payment goes through. If you don't see them, it's usually one of these three things.
1. The payment didn't actually go through
Sometimes your banking app shows a "pending" or "reserved" amount, but the payment was never completed. This is a temporary hold by your bank. It disappears from your statement on its own, usually within a few working days, and no money is taken.
Paid by SEPA direct debit? These payments stay pending for 2 to 3 working days before they're completed.
2. Your card or payment method was declined
An expired card or a problem with Apple Pay or Google Pay can stop the payment. Update your payment method in Profile > Settings > My Membership > Update My Payment Method and try again.
3. The payment went through but the credits didn't land
This is rare. If the money has really left your account (not pending), send us a message and we'll add the credits manually.
What to send us
The email address of your FC Urban account
The date and amount of the payment
A screenshot from your banking app, if you have one
You can reach us via the Support chat in the app (Profile > Settings > Support).