Firefly: Help us help you

To ensure the community can provide the most efficient assistance, please include the details outlined below when posting a question. Providing this information upfront helps us diagnose the issue without needing to ask follow-up questions, which leads to a faster resolution for you.

1. Errors and Technical Glitches
If you are encountering a specific error message or the interface is not behaving as expected, please provide the following:

• A Full Screenshot: Please provide a screenshot of your entire browser or application window, including your avatar in the upper right corner. Many errors have multiple causes; seeing the full context is much more helpful than a zoomed-in image of the error message alone.
• System Details: Specify your Operating System (OS) and Browser (including version numbers).
• Workflow Context:
  • Which Firefly function were you using? (e.g., Text to Image, Generative Fill, Text to Video, etc.)
  • Which model was selected? (e.g., Firefly Image 3, Image 4 Ultra, Imagen 3).
  • The full prompt you were using.
  • Copies of any reference images, keyframes, or original images used.

2. Issues with Generations
If Firefly is producing results that are unexpected, poor quality, or not following your instructions, please include:

• The Full Prompt: The exact text you entered into the prompt box.
• Settings and Model: The specific model used and any other settings (such as aspect ratio, content type, or style strength).
• Reference Images: A copy of any reference images or keyframes used to guide the generation.
• Visual Examples: Please upload a copy of the "bad" generation so we can see exactly what the output looks like and tell us what is wrong if it is not obvious.

3. Account and Subscription Issues
If you are having trouble with credits, plan access, or account-level features, please provide these three items:

• Plan Type: Are you on an Individual, Teams, or Enterprise plan?
• Account Identity (Redacted): Click on your avatar in the upper right corner and take a screenshot of the box that appears. Important: Please black out your name and email address before posting.
• Plan Details: Go to account.adobe.com/plans and take a screenshot of the left and center columns showing your active subscriptions (e.g., Creative Cloud All Apps, Firefly Premium). Do not include the right-hand column, as it contains private payment information.

Note: By providing these details in your initial post, you help our moderators and community experts replicate the issue and provide a solution much more quickly.

Thanks,

    droopy