See your purchases, receipts and refunds

Balance history is the record of your wallet: every top-up, every video your balance paid for, every refund and every gift, newest first, with your balance after each line. It is where to look when a number doesn’t seem right. For what things cost, see How pricing works.

Steps

1. Open the account menu and choose Balance history.
2. Read the card at the top: your Balance, about how many three-minute songs it pays for, and the totals: Topped up, Bonus received, Spent and Videos made. The plus button on it opens Add funds.
3. Scroll through All activity, grouped by month. Each line says when it happened, what it moved, and your balance after it.
4. Press a project’s name on a line to open that project.

Options

What each line means

Line	What it means
Added, with an amount	A top-up. The amount on the right includes any extra balance it brought; below it, the bonus, the first top-up bonus, what Stripe charged when it differs (another currency, a discount), a promotion code, and anything refunded
A project’s name	A video your balance paid for, with why: Made, Finished (Play Along), Unlocked, Longer audio or Re-analysis, and the song’s length
Free	Your free video: nothing was taken
Gift	A video FlowChord gave you: nothing was taken
Refund	Money given back, with why: Analysis failed, Creation failed or Upload failed
Gift from FlowChord	Balance FlowChord gave you, with its end date when it has one
Gift expired	What was left of a gift at its end date, removed
Top-up refunded	A top-up refunded to you
Payment disputed	A payment your bank took back after a dispute
By hand	A correction made by FlowChord, with its note
Deleted project	A video whose project you have since deleted

Receipts and plan payments

FlowChord doesn’t make receipts of its own: Balance history is the record of every payment to your wallet. If you need a receipt for a payment, write to us through Support.

Your monthly plan’s payments aren’t in Balance history: Stripe charges them each month, and FlowChord e-mails you when the plan renews. Videos paid with your plan’s minutes aren’t listed either; the Plan page shows the minutes you have used this month. Only minutes past the plan’s, paid from your balance, appear here.

Refunds

• A failed analysis — a provider error, or work that never completes — gives back what it cost, automatically.
• A project that fails before its files are stored gives back everything it took, automatically. Your free video comes back too.
• Unused balance: you can ask for a refund of the unused paid balance of a top-up within a week of buying it. Write to us through Support, or to [email protected], from the e-mail address on your account. The extra balance that came with that top-up is removed with it, and the refund goes through Stripe to the payment method and currency you paid with.
• Extra balance, the first top-up bonus and gifts are never refunded.

The Terms of use (section 3.5) give the full rules, and any right your country’s law gives you still applies.

Common problems

• You paid but no top-up shows. A Pix payment can take a moment to be confirmed by your bank. See Payment problems.
• A video cost more than its length. Look for a Longer audio line: the audio FlowChord measured was longer than the length read when you created the project.
• The amount Stripe charged is in another currency. Stripe may show the price in your own currency. Your wallet is always credited in its own currency, at the top-up’s value; the line shows what was charged.
• The page says Couldn't read your purchases. Press Retry.