Participant

Restore credits due to lost video and work

Forum|Forum|9 days ago
August 31, 2026
5 replies
20 views

I have spent more than 3k credits and was creating video for a rough video, story board for a new music video. I hadn’t downloaded them all and was using frames as input to new video. When I navigate to my generation history, the only thing that exists are two files I had uploaded for frame - no videos and no saved elements. I now have to recreate this entire series and have no credits to do so. Can you reset my credits so that I can use to regen the video that I just spent 2 full days working on….

Tarun Saini

Community Manager

Hi @stylish_Sunflower687e,

Thanks for reaching out! We’re sorry to hear about this.I can understand how frustrating it must be to spend over 3,000 credits and two days building out a storyboard, only to find that your generated videos and saved elements are no longer available.

To help us investigate what happened, could you please provide a few additional details?

Are the missing assets absent from Your Files?
Approximately when were the videos generated?
Were you working on the web app, desktop app, or mobile app?
Did the videos successfully generate and preview at the time, or did you encounter any errors during generation?
Are you currently signed into the same Adobe account that was used to create the videos?

Regards,

Tarun

N8.

Hey @stylish_Sunflower687e

Creative Cloud app

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

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

If your images are not in your Creative Cloud app, please let us know. :)

Cheers

Nate

Kevin Stohlmeyer

Community Expert

Hi @stylish_Sunflower687e quick question - are you sure you are logged in with the same ID you used to generate all the assets? The screen shot you show only has 975 credits spent and 3025 remaining.

S

stylish_Sunflower687eAuthor

Participant

I created my initial account on the $9.99 plan and was within the first 7 day trial and hit my 2000 limit, I then upgraded to the current plan and paid for it. I never changed accounts. You can see the emails associated with each.

S

stylish_Sunflower687eAuthor

Participant

I know I hit the original 2000 credits on the first plan when I couldn’t generate a video as I had only 10 left...that’s when I did the purchase on the plan for 4000. So, between the two, I have expended ~3000 credits to get 1 minute and 30 second of video that was acceptable. I had a few 5sec-8sec videos that were generated that definitely were not acceptable for what I am doing.

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