Skip to main content
andywallace47@gmail.com
andywallace47@gmail.com
Participant
May 12, 2026

AI is fantastic when it works. Generation keeps disappearing even though it shows me a thumbnail and charges me credits. WHY!?!?

  • May 12, 2026
  • 4 replies
  • 41 views
It displays the thumbnail after I enter the prompt then just before I click download the page just bombs out and takes the credit off me. This is happening continually - MAC OS Tahoe.

 

    Pinned Reply By Hajar Toutsi

    Hi there,
     

    We noticed that your current username is set to your email address. While this works, we generally recommend using a different username to help protect your personal information, especially that it’s visible to others in a shared collaborative space.
     

    Using your email as a username can make it easier for your private details to be exposed unintentionally, so updating it is a good way to keep your account a bit more secure and private.

    If you’d like to change it, you can do it from the Account and security tab: https://account.adobe.com/profile

     


    This won’t affect your account, projects, or data, it just changes how your name appears.

    If you need any help along the way, feel free to reach out.

    Hajar

    4 replies

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity Manager
    Community Manager
    June 12, 2026

    Hi there,
     

    We noticed that your current username is set to your email address. While this works, we generally recommend using a different username to help protect your personal information, especially that it’s visible to others in a shared collaborative space.
     

    Using your email as a username can make it easier for your private details to be exposed unintentionally, so updating it is a good way to keep your account a bit more secure and private.

    If you’d like to change it, you can do it from the Account and security tab: https://account.adobe.com/profile

     


    This won’t affect your account, projects, or data, it just changes how your name appears.

    If you need any help along the way, feel free to reach out.

    Hajar

    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    May 22, 2026

    Can you see the generations (and down load from) the Generation History:

     

        droopy

    Adobe Community Expert (not an Adobe employee)
      andywallace47@gmail.com
      andywallace47@gmail.comAuthor
      Participant
      June 12, 2026

      OK that helps thanks, I can retrieve the generation that way - wonder why it just bomb out though?

      andywallace47@gmail.com
      andywallace47@gmail.comAuthor
      Participant
      May 13, 2026

      I’m using Google Chrome - also does same with Safari. Difficult to get a screengrab as when it happens it just disappears, theres no message or reason as to why it has failed, the thumbnail image shows for a few seconds and when you click download it just vanishes and returns me to the main ‘Firefly’ screen… but it still deducts the credits?

      droopydog500
      Community Manager
      droopydog500Community Manager
      Community Manager
      May 12, 2026

      Hi ​@andywallace47@gmail.com ,

       

      Can you please show us a screen shot of the full browser window when this happens? Which browser are you using? If you use another browser as a test, does it have the same issue?

       

      Thanks,

          droopy

      Adobe Community Expert (not an Adobe employee)
      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices