Deducted Credits without video generated. 10000 credits

Hi Maddy23327452fugb,
 

Thanks for bringing this to our attention.
 

We’d like to take a closer look at what happened with your credits. In most cases, credits are automatically returned when a video fails to generate, but sometimes it can take a little while to show up.
 

When you get a moment, could you check whether your credits were restored to your balance? If they weren’t, please share the following so we can investigate:

• How many video attempts using Runway Gen‑4.5 resulted in an error

• A screenshot of your Adobe Account page showing your current generative credit balance (please blur or cover your email or any personal details before posting)
   

Once we have that information, we can dig into this further.

Let us know.

Hajar

I was deducted 1000 credits trying to generate a video that came up with an error code. I was not given back the credits afterwards. I would like to be refunded the credits. 

Would like to be credited back the 1,000 credits