Participant

Video credits deducted but Firefly failed to generate a video

Forum|Forum|8 months ago
December 1, 2025
6 replies
308 views

I experienced an issue with Adobe Firefly Video where credits were deducted, but the video did not generate at all.

Firefly charged 400 credits for a text-to-video request, but instead of a video, it only displayed the error message:
“Ei voi ladata – Generoitua videota ei voi näyttää.”
(“Cannot load – The generated video cannot be displayed.”)

No video file was produced, even though the credits were removed from my balance. This seems to match the known Firefly Video rendering bug where the backend fails but still consumes credits.

Details of the issue:
– Task: Firefly Video generation
– Result: Missing video / “Cannot load” error
– Credits lost: 400
– Browser: (add your browser)
– Time of the event: (add approximate time)

I kindly request that the lost credits be restored to my account.
Thank you. Katri Spear

Generate Video

Bilshot

Participating Frequently

same thing just happened to me right now except I lost 1000credits!! so I'm really annoyed and dissapointed as I lost so many credits and the video did not even generate anything. I was using Ray3 for a 10 second clip...

Kartika Rawat

Community Manager

Hi Katri Spear!

I'm sorry about that. Could you share a complete prompt with us? Have you tried another browser?

Let us know.

Thanks,

^KR

K

Katri26391600dt3wAuthor

Participant

Hi Kartika,

Thank you for getting back to me.

Here is the complete prompt that was used when the credits were deducted and the video failed to generate:

Prompt:

Create an 8-second cinematic gold-pink ribbon intro on a black background.
In the first 3 seconds, show a gold-pink metallic ribbon sliding across the screen while twisting once like a gift ribbon.
Add soft gold-pink glow and very small shimmering sparkles along its edges.
The ribbon should feel elegant, smooth, and cinematic, not chaotic.
No text, no logos, no characters.

After submitting this prompt, the render failed and Firefly returned a “Cannot load / Generated video cannot be displayed” error, but 400 video credits were still deducted.

Please let me know if you need any additional information.
I would appreciate help with restoring the deducted credits.

Thank you,
Katri

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