Adobe Firefly custom model failed but no credit refund

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I trained a model but did not know that there was a pixel requirement. My initial run took 500 credits but immediately failed. I replaced the images with the correct pixel a couple hours later and selected train again and it took another 500 credits. In total it cost 1000 credits to train one model as I did not get the initial 500 credits refunded. I would like to see if I can be credited 500 credits.

This took place approximately 10 pm EST on 9/23/2026.

S

skillful_Phoenixa770Author

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Hello Nate @N8. I did not screen record when it happened. I’d prefer not to use up another additional 1000 credits to recreate the workflow and issues.

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N8.

@skillful_Phoenixa770 100% understandable

Simply as an experiment could you log out and log int you creative cloud app to reset the functions of Firefly.
Nate

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skillful_Phoenixa770Author

Participant

@N8. I’ve done so and everything is working just as it was. There’s nothing wrong with the functions of Firefly. But my credit still has not been refunded.

As I mentioned, my custom model is working. The only issue is that credits is taken as soon as you click “train” and does not refund even if the model fails. And when I click trained a 2nd time, another 500 credits is deducted. I’m satisfied with the 2nd round of model training, it’s just that the automatic refund function does not appear to be working as stated here.

https://helpx.adobe.com/creative-cloud/apps/generative-ai/generative-credits-faq.html

“My generation was unsuccessful — what happened to my credits?

Credits are deducted up front, but a generation can occasionally fail to complete due to an issue with the prompt or references provided, a model/provider error, a timeout, or another service issue. On an unsuccessful generation, credits are typically refunded to your credit balance within minutes. In rare cases, particularly for longer-running generations like video, the refund can take up to 24 hours to return. If you suspect your credits haven't returned within that window, contact support.”

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N8.

Help us. Help you @skillful_Phoenixa770
The team is definitely going to want more information. I will escalate this issue.

Could you create a full screen video of your workflow showing us what is happening? This would help considerably. or a screenshot.

Cheers

Nate

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