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realistic_gift5c33
Participant
September 2, 2026
Open for Voting

restore all generative credits deducted for the failed generation

  • September 2, 2026
  • 1 reply
  • 27 views

Hello, I had approximately 1,250 generative credits remaining in my Adobe Firefly account.

I attempted to generate a video, but the generation failed and no usable video was produced. Immediately afterwards, Firefly showed that I had run out of credits.

According to Adobe’s Firefly credit policy, credits deducted for failed generations should be automatically refunded. However, my credits have not been restored.

Please review my account and the failed generation history and restore all generative credits that were deducted for the failed video generation.

I can provide the prompt used, reference image, model selected, screenshots of the error, my current credit balance, and my Generation History if required.

      1 reply

      N8.
      Community Expert
      N8.Community Expert
      September 3, 2026

      Hey ​@realistic_gift5c33 
      Help us. Help you.

      We want to assist you and help resolve the challenges you are encountering. When things are not working as expected it is frustrating.
      Could you provide more information to proceed. Without the requested information it is difficult to assist you resolve the issue.

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

      >>Press generate: ONLY ONCE<<. If the generation is taking forever or not generating, check your CC App.

      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

      Steps to take
      This behaviour has been caused by interference from browser extensions in the past (such as ad blockers). Can you try in private browsing/incognito mode or in another browser as a test?

      Could you create a full screen video of your workflow showing us what is happening? This would help considerably.

      Provide your prompt and reference image(s) if there are any?

      Which model(s) are you using?
      Consider clearing cache, cookies, and using a different browser.

      Could you give us more information: what msg are you receiving? Are the images your own photos/ images? Were the images generated by another AI Source, if so which one(s)?
      >>Make sure to remove person details: email address, name... before posting<<

      Creative Cloud app

      I have noticed something similar. As a result, I have had a 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<<. If the generation is taking forever or not generating, check your CC App.
       

      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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