If your payment has failed, or if your account shows you should have credits, but you are unable to scan, we recommend that you get in touch with our team. You can submit a support request here. If you have already purchased premium credits and have a problem, you can also speak to our Live Chat Support Team if you are signed in, by selecting the 'live chat' button at the top of the page. We aim to reply to all messages as soon as possible.
You can also check your transaction history by going to the settings page and selecting billing.