Participant

having issues, can I talk to someone

Forum|Forum|1 month ago
August 6, 2026
7 replies
33 views

I would like to schedule a call to talk to someone. Please point me to the correct department. We have a paid account and it doesn’t seem to be working. It keeps saying contact admin.

N

natalia_8680

Participant

I haven’t used all of my credits. My account shows that I still have 3,712 out of 4,000 credits remaining, yet I’m unable to generate content. Could you please check why I’m receiving this error despite having sufficient credits available?

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natalia_8680

Participant

I’m experiencing an issue with Firefly that doesn’t appear to be related to my credit balance. I’ve generated only around 25 images, and Firefly indicates that each generation costs 20 credits. My account still shows 3,712 out of 4,000 credits remaining, so I clearly have enough credits available.

However, I’m repeatedly receiving the message “Something went wrong. Please try again later,” and I’m unable to generate any more images. Please review my account and clarify why this is happening despite having sufficient credits. I’d appreciate a prompt resolution, as this is preventing me from using a feature included in my Creative Cloud Pro plan.

N8.

Help us. Help you. @natalia_8680
Sorry to hear you're running into that "Something went wrong" error. Could you provide more information; so, the team can proceed to troubleshoot? Without the requested information it is difficult to assist you and resolve the issue.

Something went wrong troubleshooting

A Full Screenshot or short video: 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.
>>Make sure to remove person details: email address, name... before posting<<

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.

Other suggestions

Try a different web browser (or an Incognito/Private window) to rule out browser extensions or cache issues.
Disable any active VPN, ad-blockers, or strict firewall settings temporarily.
Clear your browser's cache and cookies (see image below):

For more details and additional troubleshooting steps, you also check this article as well!

Resources & Suggestions on How to Prompt
Generate images from text descriptions
Writing Effective Prompts
Adobe Firefly Resources

Cheers

Nate

N8.

Hey @epic_Moonlight8b39
Regarding how to use the tools, there are a number of tutorials on https://www.youtube.com/@AdobeLiveCommunity and other platforms.

If there is something specific you need assistance with, ask the community, there is wealth of information here.

Jason goes over how to use Firefly in different scenarios and Apps

Cheers

Nate

Trevor.Dennis

Community Expert

Are you on an Enterprise plan?

If yes, check the answer in this thread.

E

epic_Moonlight8b39Author

Participant

Who can review my plan and let me know which models are part of my plan? This is really not a very friendly user experience. I would love a tutorial on how to use the tool.

bluebrad

Community Expert

you can try to see this page https://adminconsole.adobe.com to see what permissions you have.

Illustrator is open almost 24/7 and just about the same for Bridge and Photoshop

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