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osman+topuz
osman+topuz
Participant
June 13, 2026

losing credits because of system error

  • June 13, 2026
  • 1 reply
  • 5 views

Hello,

I attempted to generate videos in Adobe Firefly, but the generation failed due to a system error. No video was produced, yet my generation credits appear to have been consumed.

Could you please review the failed generations and restore the credits if applicable?

Thank you.

    1 reply

    O
    Community Expert
    Oh.N8Community Expert
    June 14, 2026

    Hey ​@osman+topuz 

    Help us, Help you.
    The system is far from perfect.

    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.

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

    • A Full Screen recording: Please provide a single screen recording of your entire browser or application window, which should include:

      1. Your credits balance before generation.

      2. The error occurring.

      3. The balance after the error and page refresh.

    • System Details: Specify your Operating System (OS) and Browser (including version numbers).

    • 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.

    Cheers

    Nate

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