How can we help?
Questions about a run, billing or plans, or something broken? Send us a message and we’ll reply by email.
Include your run ID
Quick answers
My run failed. Did I lose my credits?
No. A run that fails, times out or produces no molecules is refunded automatically, in full, the moment it stops.
Why can't I start a second run?
The Free plan runs one job at a time. Start another as soon as the current one finishes, or upgrade to run several at once.
Can I cancel a run?
Yes, use Cancel run on the generate page. A run that hasn't started is refunded in full; one that is already running is refunded for the part of its time not yet used.
Do credits expire?
Monthly credits reset on the 1st of each month (UTC). Credits you buy as a top-up never expire and are used after your monthly ones.
How long does a run take?
Roughly 15 seconds per molecule, so 20 molecules take about 5 minutes. Busy periods can add a short wait in the queue.
How do I upgrade or renew?
Open Pricing and choose Pro or Max. Plans are 30-day passes and can be renewed from the same page.