problem with generating the video, lost credits

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I purchased the premium version, but the website throws so many errors that I can't generate a video from the prompt because it keeps having some kind of problem. The credits are downloaded, but the video isn't generated, so I lose money every time. I don't have any credits or video.

E

EeRr

Participant

yeah, same problem, adobe team please check this issue, it’s anoing.

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N8.

@EeRr After getting a new plan, log out of the creative cloud app to reset the functions of Firefly. Log out then back in to the Creative Cloud App, after you get a new subscription or change subscription.
or

I have noticed something similar when using 3rd party models. As a result, I have had to look in my Creative Cloud app to see if the image/ voice/ video has been generated before pressing “Generate” again to conserve credits.

Could you have a look in your Creative Cloud App and see if the image/video is hiding there?

>>Press generate: ONLY ONCE or Twice<<. If the generation is taking forever, not generating, or giving you the same results: just press generate once or twice. This will help you save credits. Finally, check your CC App for your images and videos.

How to reliably download your files
In your Adobe Creative Cloud you can find your files there and download them. Here s a short video showing the steps

https://youtube.com/shorts/fCgb1ZR48tU?feature=share

Cheers

Nate

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droopydog500

Community Manager

Hello @a?ka,

Thank you for your message.

When you press generate, the credits are immediately deducted from your balance. If the generation causes an error, the credits are re-deposited, but it might not be instantaneous. Are you getting an error and the credits are never restored?

If so, please do the following:

Please click on your avatar in the upper right corner and take a screen shot of the box that pops up, but please black out your name and email address.
Generate the video.
A screen shot of the whole browser or application window (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).
Please wait a few minutes after the failure, do not generate during that time, then click on your avatar in the upper right corner and take a screen shot of the box that pops up, but please black out your name and email address.
Please upload your before and after avatar images along with the screen shot.

If it is easier to do this as a screen recording, please do that.

Thanks,
droopy

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