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Error: Can't load We can't display the generated video. You can edit and try again.

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Hi, I have been trying to create video but each time I have this error. Error: Can't load We can't display the generated video. You can edit and try again. I have attached a screenshot.

Can you check what is going on?

Thank you so much

Severine

Audio and video

D

default33822789pnkigd

Participant

I’m having the same issue. I tried to generate a video and I get the following error:

Can't load

We can't process this prompt.
You can edit and try again.

And the system has deducted credits for these non-generated videos and it has not credited me back. Here is the prompt I was using:

Create a 9-second vertical 9:16 cinematic hand-drawn 2D Japanese basketball anime sequence using the uploaded reference photo and saved character Element, Connor. Preserve his exact facial features, medium-brown skin, shoulder-length dark curly hair, lean athletic proportions, and authentic Bethune-Cookman white jersey #30. 0–3 seconds: A dark, empty college basketball arena. Connor stands at center court, steps off the basketball and begins a slow controlled dribble. Camera slowly pushes toward his face. Each bounce echoes. A tiny golden spark flickers in his eyes.

I need to know how to get a refund of my credits and why the system won’t generate a video?

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Gabriel Grundler Y.

Gabriel Grundler

Hey, default33822789pnkigd!

Can you share the reference image, so we can test it on our end?

This will help us considerably to map this out.

Thanks,

Gabriel

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S

Scott34215352guac

Participant

I have also had this problem, and every time I retried more credits were removed from my account and still had an error. How can I escalate this to have my credits returned to my account for all the failed attempts?

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Hajar Toutsi

Adobe Employee

Hi Scott34215352guac,
Thanks for bringing this to our attention.

I want to clarify how credits are handled in Adobe Firefly

Credits are deducted immediately when you click “Generate.”
If the generation fails and you see an error, the credits are automatically refunded AFTER the error occurs. This applies to all errors, there are no exceptions.
If you notice that credits were not returned after an error, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the video was stored there.

Here’s an example where I captured my credits balance before generating, during the loading phase, and after the error. The credits are restored each time.

*Before generating - 6478 credits left*

*During the loading phase - 6078 credits left (400 deducted)*
*After the error - 6478 credits left (400 credits restored)*

Let us know if you have any other questions.

Hajar

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Melovelle

Participant

I just paid spend $29.00 and every time I try to generate a video I get the error can not generate. please see attachment image. Please help! or refund me back my money.

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Melovelle

Participant

I generated 3 videos and didn't get the result. it keeps giving me the error and my credit was taken off my account. please advise.
please check the image attached

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Hajar Toutsi

Adobe Employee

Hi Melovelle,

Thanks for bringing this to our attention.

To help us narrow down what might be causing the error, could you share a few details with us:

The prompt you used
The first and last keyframes
Which browser you’re working in

This info will give us a clearer picture of what’s happening.

Regarding credits, they’re deducted as soon as you hit Generate, but if the process fails due to an error, those credits are automatically returned to your balance. If you’re still seeing credits permanently deducted on your side, let me know and I’ll escalate it to the team to double‑check your usage.

Let us know.

Hajar

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N8.

Hey @Melovelle

If you don’t want to share your prompt, consider some of the

Common problems

Trademarked / Copyright
Political figures / Celebrities
if it has children or child like images (an absolute no/ firefly will not generate anything that even resembles a child/ even childlike)

or

- the prompt has words associated with children example: boy, girl, kid, kids, child, children and so on...
Many Generation Models will not generate anything to do with children.
Nudity

Cheers

Nate

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L

LAS Sp.28587885dguh

Participant

Your ref image was not loaded ... In my case going from Firefox to Chrome was the solution. In chrome I have had zero issues so far.

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D

diane262167685a5z

Participating Frequently

Same problem here and after all these months i still cant get it to generate a video.

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G

GavBeattie

Participant

Same here, very inconsistent this week for some reason.

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S

SamarthS

Inspiring

Hi @Gavin33107452ruvl,

Sorry for the issue. Are you able to generate the video and then get the error, or are you not able to generate any video?

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^Sam

photos2memories

Participant

I'm having the same issue ... it is also using up credits and not producing the video

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Kartika Rawat

Community Manager

Hi @photos2memories!

I'm sorry to hear that. Could you share more details on what's happening? Do you see any errors?

Let us know.

Thanks,
^KR

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droopydog500

Community Manager

Hi @Severine Watry,

Can you please upload your keyframe so I can test it?

Thanks,

droopy

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Adobe Community Expert (not an Adobe employee)

Zach30097463ilip

Participant

I've had this reaccuring problem ever since I started using firefly. I swear if there is a person with even their arms showing it will get flagged and not simulated. Cancled my subcription over it.

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