Audiobook hours top up not carried over

[littl3librarylesli3]

I purchased a 25-hour audiobook top-up, which states very clearly that unused hours carry over to the next billing period and do not expire for 12 months. I should have had at least 20 hours of this left from the book I finished last billing cycle, yet now I only have the option to top up again, having used this month's hours. This is ridiculous and there is no way to see exactly how many hours I should have.

Plan

Premium

Country

Australia

Device

iPhone13/MacBook Air

Operating System

iOS 10

[Joan]

Hi there @littl3librarylesli3,

Thanks for reaching out. We'll be glad to help you get your audiobook hours sorted.

The new audiobook offers are gradually rolling out, so it seems most likely that you simply got a regular top up which expired after your latest payment got processed. So that we can look into this more thoroughly and assist you with this further, please reach out to us directly here. Make sure to have all of your payment information on hand, as our team will need it to find the payments and verify you as the account owner.

Hope this helps.