when generation image not proper wasting my credit, message is something went wrong, this is very bad, you are not reverse my credit back

I started with 4500 credits..now I have 1080 credits...have yet to see a video. It keep saying “error..please try again” but I keep being charged for videos when you produce NOTHING. 

i must have hit generate 20 times and you deducted credits  saying “it was an error” but never delivering a video. This is a rip off. 

Thank you ​@Vinz 
Could you provide the full prompt as well? 
Cheers

nate

My 400 Generative AI Premium features credits were deducted but Veo 3.1 could not generate the video at all.
Credits were not reversed.

My 400 Generative AI Premium features credits were deducted but Veo 3.1 could not generate the video at all.

Error Message:
"Something went wrong
Please try again later."

Hey ​@defaulty77brsl3nxme 

Help us. Help you.

Something went wrong

A Full Screenshot: Please provide a screenshot of your entire browser or application window, including your avatar in the upper right corner. Many errors have multiple causes; seeing the full context is much more helpful than a zoomed-in image of the error message alone.
>>Make sure to remove person details: email address, name... before posting<<

• System Details: Specify your Operating System (OS) and Browser (including version numbers).
• Workflow Context:
  • Which Firefly function were you using? (e.g., Text to Image, Generative Fill, Text to Video, etc.)
  • Which model was selected? (e.g., Firefly Image 3, Image 4 Ultra, Imagen 3).
  • The full prompt you were using.
  • Copies of any reference images, keyframes, or original images used.
     

Note: Here’s a useful article explaining the most common reasons that trigger the error you’ve been seeing.

Regarding your credits:

1) Before you hit generate take a screenshot.

2) Hit generate

3) If you get the error msg check your balance.

>>>Note: if you have multiple tabs generating, just generate on the one<<<

>>>Note 2: only press the generate button once and wait.

After you get the error message check your balance from before and after.

How credits are handled in Adobe Firefly:

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.
3. If you notice that credits were not returned after an error or issue, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the generation(s) was stored there.

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

• A Full Screen recording ⚠: Please provide a single screen recording of your entire browser window, which should include:
  • Your credits balance before generation.
  • The error/issue occurring.
  • The balance after the error and page refresh.
• 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.

This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

P.S. Just a quick reminder to please make sure any prompts or generated content comply with our User Guidelines, this includes avoiding the use of copyrighted material (e.g., specific movie scenes, scripts, or protected content). Using such material may lead to unexpected issues or violate policy.

Cheers

Nate