When I’ve tried to generate something, it doesn’t work, and then it still charges my credits. I’ve been trying the video beta and it hasn’t worked the last handful of times.

Hey, Carl Lieberman!

Don't worry, I can explain it to you.

We only charge the specific amount of credits as shown next to the button ‘generate’

If a prompt is not generated, don’t worry, the credits will return to your account.

About your generations getting blocked or failing, it’s often due to a few common triggers. Here are some quick tips to get your prompts working:

•  Avoid long, complicated AI-generated prompts.

• Firefly won't generate trademarked brands, political figures, or celebrities.

• No child-related terms: The safety filters will block prompts containing words like child, kid, boy, or girl, or anything resembling child-like imagery.

• Nudity and adult content are strictly blocked.

• For video models, avoid dark or busy reference images. The AI needs to easily distinguish the main character from the background.

If you still need help, please share a screenshot of the error, the model of AI you are using, and your browser.

Best,

Gabriel

wait, you said that I can report a problem. But really I was just posting to a message board? And that people can vote on? I’m confused. How do I reach customer service