Audiobook top-up disappeared

[Ceej3]

Plan

Premium Individual 

Country

USA 

Device

iPhone 13 pro

Operating System

iOS 18.5

My Question or Issue:

I purchased top-up hours for audiobook listening last night. They worked initially, but tonight I was listening any got a message that all my audiobook hours were used up, even though it is highly unlikely that I used up the 10 extra hours already. When I go into my account, the top-up doesn’t show up anywhere at all, nor is there any record that I got the top up at all

[latify]

Same here. Bought the 10-hour top-up, used a little, now it's gone with no record. A bug.

[Eni]

Hey folks, 

Thanks for getting in touch about this here in the Community. 

We'd recommend logging out and then logging back in to your account twice in a row. We know this sounds odd, but it'll trigger a sync between your account and device. Also, it's worth checking if the OS of your device(s) is up to date. 

If this doesn't do the trick, could you check if the same happens across devices or only on a specific one? 

We'll be waiting for your replies. 

[JMentiplay]

Just adding to this thread.  I bought the 100 hour top up on 13th May ... it obviously applied for the balance of May as I was able to continue listening, then in June I'm back to just the 15 hours included in the plan and the 100 hour top up is nowhere to be seen.  Can't even confirm how many hours I used (definitely not 100 btw) as it's nowhere to be seen ... That's $129.99AUD just gone 😣. Has anyone had any luck at all with resolving this?