I tried creating 2 videos, but nothing got created and my 120 credits got utilized. I dont see anything generated. please refund my credits immediately

My generation history is not getting uploaded since last 2 days, its not opening anything. I checked every folder but there is no video created and credits were utilized, Please look into this as this is Office registered account. 

Hey ​@Mayuri Srivastava 

Help us. Help you. The team will need more information. 

Regarding your credits:

1) Before you hit generate take a screenshot.

2) Then press generate

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

4) ​​​​​​take a screenshot of your points after generating.
Post the 2 separate point value screenshots here: the point value before and point value after.
 

Make sure to hide any personal information before posting to the forum.

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

>>>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

For your images or videos, please have a look in your Creative Cloud app.
Files = Generation history