Credits are added after a purchase is confirmed, not merely after opening checkout or generating payment instructions. A purchase can remain pending while the payment provider has not confirmed it. Credits also belong to the team selected for that purchase.
Check that team's purchase and transaction history. If your bank shows a completed payment while the purchase remains pending, contact support with its reference, payment time, and amount. Avoid creating another purchase for the same payment until its status is clear. Do not share card details, passwords, or payment authorization codes.