If you are billed through the Apple Store or Google Play and your payment has gone through successfully, credits may be delayed. Contact Audible Customer Support for assistance with your credits.

In this article, you will find general troubleshooting steps for credits issues.

In this article:

• I didn't get my credit
• I lost my credits
• I don't know how to buy extra credits
• I want to know when my credits expire
• I paused my membership, can I still buy credits?

I didn't get my credit

Membership charge has not processed yet

It could be that your membership charge has not processed yet. Depending on your plan, your membership is charged the same time every month or year. For example, if you enrolled into a monthly membership on 10 January at 19:00, then your renewal date and next available credit will be the 10th of every month at approximately 19:00.After the charge has processed, any credits you get as part of your plan should appear in your account. Sometimes there is a billing delay of 1-2 hours.

Your card has expired

Your credit or debit card has expired. You can verify the expiry date of your card and update your payment method anytime on Manage credit cards.

Your payment method has been declined

It can be that the charge did not go through because your credit card has been declined. In this case your credits will be delayed until the charge has been processed. You should contact your issuing bank for more information.

Note: When a charge gets declined, our billing system will reattempt the charge automatically every 4 days, for a maximum of 6 attempts. If after the last attempt we have been unable to process the charge with the payment card information saved in your Audible account, your membership will be automatically cancelled.

You have a membership with Apple or Google

If you are billed through the Apple Store or Google Play and your payment has gone through successfully, credits may be delayed. Contact Audible Customer Support for assistance with your credits.

I lost my credits

If your membership is billed through Google Play or the Apple App Store you will need to contact Apple or Google for support.

Your membership was cancelled

If you cancel your membership you will lose your remaining credits.

Your payment was declined

After several missed payments, our system will cancel your membership automatically. As a result you will lose any remaining credits.To avoid this, please update and check your default payment method on the Audible website:

1. Go to your Account Details page.
2. Select Manage Payment Methods.
3. You can add, edit and remove payment methods as well as select a card as a default.

Your credits expired or you reached your credit limit

Depending on the plan you are subscribed to, the total amount of available credits is limited. If at the moment of your next billing date, your plan is at the membership credit limit, any unused credits in excess of the limit will expire. 

I don't know how to buy extra credits

If you've run out of credits for your membership before your renewal, you can purchase extra credits on desktop and mobile web. Here are the criteria you need to meet:

• You have been an Audible member and have been on the same membership for at least 30 days.
• Have 1 credit or less available on your account.
• Don’t have any outstanding payments.

Buy extra credits on Audible

On the Audible site

1. Sign in to your Audible account.
2. Eligible members will see the option to purchase extra credits on the homepage.
3. Select between 1, 3 and 5 credits.
4. Select Buy now to confirm your purchase.

On the iOS App

Select the title you want to buy and go to its detail page.

1. Eligible members will see the option to purchase extra credits.
2. Select Buy more credits.
3. Select between 1, 3 and 5 credits.
4. Select Buy now to confirm your purchase.

On the Android App

Select the title you want to buy and go to its detail page.

1. Eligible members will see the option to purchase extra credits.
2. Select Buy extra credits.
3. Select between 1, 3 and 5 credits.
4. Select Buy now to confirm your purchase.

Notes: 

• Purchasing additional credits in the iOS app is billed through the App Store. 
• You can purchase additional credits in the Audible app for iOS or the Audible app for Android when you're out of credits and have an active membership. 
• Extra credits purchased and billed in the App Store or Google Play apps do not expire. 
• Subscribers who are in a trial membership are not eligible to purchase additional credits at a reduced price. 
• When purchasing extra credits on the website, you may be required to re-verify your payment method before completing the purchase.

I want to know when my credits expire

View Credit Summary page

The Credit Summary page shows you any credit(s) expiring in the next 30 days.

1. Select your username in the site’s top navigation.
2. Go to Account details.
3. Select Credit summary.

I paused my membership, can I still buy credits?

When you pause your membership, you can’t buy credits, but you can still use your current credits until they expire. To learn more, visit Pause your membership.