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Mandykaur02
Participant
July 8, 2026

Issue with videos loading, taking credits but not generating

  • July 8, 2026
  • 4 replies
  • 41 views

Hiya, 

 

I have been having issues all day; I use Sora and I’ve tried other generators and I’m having the same issue with them but it’s just loading with the “generating Video” screen and nothing generates, it’s stuck on it and takes the credits. Nothing is generated in the library section either.

      4 replies

      Matthew37895929iqay
      Participant
      August 24, 2026

      can i get credits back?

       

      Community Manager
      Matt MarinCommunity Manager
      August 31, 2026

      Hi Matthew37895929iqay,

      Thanks for reaching out!

      Credits are deducted as soon as you click Generate, but if the generation fails with an error, those credits should be automatically returned to your balance.

      To avoid using additional credits, please click Generate only once and wait for the generation to finish before trying again.

      You can also check Your Stuff > Generation History to review your generations and the credits used.

      Thanks

      Matt

      N8.
      Community Expert
      N8.Community Expert
      July 9, 2026

      Hey ​@Mandykaur02 

      Could you have a look in your creative cloud app? 



      A short screen​​​​​​ recording would also help considerably. Make sure not to show any personal info.

      Cheers

      Nate

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      July 8, 2026

      is this a firefly question? premiere? other?

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