Adobe firefly reference

Question

Subject: Request for Support & Refund for Wasted Credits on Adobe Firefly
 
Hello Adobe Firefly Support Team,
 
I hope you are doing well.
I am facing a recurring issue in Firefly while generating videos from account "█████████████"
The application is not detecting or using the image added in the frame, even after providing clear and repeated instructions. Because of this technical problem, multiple credits were consumed without producing the intended output.
 
Since the credits were wasted due to an application error and not user misuse, I kindly request you to look into this issue and refund the credits that were deducted during these failed attempts.
 
Please guide me on how to avoid this problem in the future as well.
 
Thank you for your support and understanding.
Looking forward to your resolution.
 
Warm regards,
sunny bhatia
 
PII removed by moderator

droopydog500 · Answer

Hello @sunny_2506,Thank you for your message. You are saying the keyframe is ignored and does not get used as the first frame?  If so, can you please reply with the following information:• A screen shot of the whole browser when the problem is happening.• The full prompt you were using.• A copy of the keyframe(s) you were using. I am happy to look into this further and try to generate the video. Thanks,    droopy

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