I made an edit to a video I created using the AI video generator and the video had an error processing the edits but still took my credits? if it did not populate a video it should refund my credits

Hey ​@Mary Clare324714269jt6 

Help us, help you
Regarding your credits:

1) Before you hit generate take a screenshot.

2) Then hit generate

3) If you get the error msg check your balance.

4) ​​​​​​take a screenshot after generating.
Post the before and after screenshots 

>>>Note: if you have multiple tabs generating, just generate on the one<<<

>>>Note 2: only press the generate button once and wait.

After you get the error message check your balance from before and after.

How credits are handled in Adobe Firefly:

1. Credits are deducted IMMEDIATELY when you click Generate.
2. 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.
3. If you notice that credits were not returned after an error or issue, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the generation(s) was stored there.

If you were not able to find the results in your Generation history, please provide us with the following:

• A Full Screen recording ⚠: Please provide a single screen recording of your entire browser window, which should include:
  • Your credits balance before generation.
  • The error/issue occurring.
  • The balance after the error and page refresh.
• Workflow Context:
  • The full prompt you were using. (if it’s not fully visible in the recording)
  • Copies of any reference images, keyframes, or original images used.

This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

P.S. Just a quick reminder to please make sure any prompts or generated content comply with our User Guidelines, this includes avoiding the use of copyrighted material (e.g., specific movie scenes, scripts, or protected content). Using such material may lead to unexpected issues or violate policy.

Cheers

Nate