Participant

Question

Credits Are Being Deducted Even When Video Generation Fails

Forum|Forum|5 months ago
December 20, 2025
46 replies
4803 views

Hi,
I’m running into a recurring issue and would really appreciate your help.
Whenever I try to generate an video, I get an error message — and no videois produced — yet credits are still being deducted from my account.

This means I’m being charged for failed attempts that never generate any output, which obviously shouldn’t happen.
Could you please look into this, restore the credits that were wrongly deducted, and fix the bug so the system stops charging for failed generations?

Thank you in advance. 🙏

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droopydog500

Community Manager

Hi @Isaac_HernandezUMI727,

There has been a recent change where if there is a failure, the credits are given back, but it might not be instantaneous. If you believe that did not happen for you, please tell us when this happened, and what you were generating (model, resolution, length) as well as your OS/Browser.

Thanks,

droopy

Adobe Community Expert (not an Adobe employee)

I

Isaac_HernandezUMI727

Firefly a veces cuando uso Veo 3.1 Fast, me aparece que marca error cuando genero video y aun asi se me cobran los creditos y nunca me genera el video que me cobro

S

sergiok16063676

Credits deducted from my account when the video hit an error, please give them back.

I've tried to create a video, it did not worked, and it deducted my credits for 400.

Please give them back to my account, thanks.

droopydog500

Community Manager

Hi @sergiok16063676,

A recent change now causes a credits to be re-added if the generation fails. They are deducted when you press generate, but are re-added if the generation has failed. Note, the adding back is not necessarily instantaneous.

My best,

droopy

Adobe Community Expert (not an Adobe employee)

JosephBlack

@Kartika Rawat I don't have the error & prompt anymore.

But it never made a charge error. It just took my credits as if the video generation was done successfully.

The error told me that it was not able to generate the video requested. There was nothing edgy in my prompt. I asked for it to make some flashy bumpers with general text. Names & functions.

It's simple if it catches an error it should return the credits spend.

J

jeremyk60771984

Is there a way to recover credits that are taken when firefly does not generate the video?

droopydog500

Community Manager

Hello @jeremyk60771984,

Thank you for your message.

They should be returned to your account, but it is not necessarily instantaneous. They are deducted as soon as you press the generate button and they are credited back after a failure to generate.

Thanks,
droopy

Adobe Community Expert (not an Adobe employee)

A

Anonymous

No genero lo que le pedi y me cobró los créditos. La generación de video no funcionó pero me quito los créditos

Kartika Rawat

Community Manager

Hi gonzalo_9696!

Sorry about that. Are you seeing any error message? Please note that each video generation, even when using the same prompt or settings, consumes credits as the system processes a new render each time.

Let us know.

Thanks,

^KR

moved to discussions

droopydog500

Community Manager

Hello @G376232366fco,

It is not instantaneous, but credits are now being re-added back on failures. Credits are immediately deducted when you press generate, but if it fails they are restored. I just tried it with Ray 3 (with an induced error) and the credits were restored after the failure message was displayed.

droopy

Adobe Community Expert (not an Adobe employee)

droopydog500

Community Manager

Hello @tomer22214829ohx9,

Thank you for your message.

The system has been changed so that if there is a generation error, the credits should be restored. The credits are deducted when you hit generate. If there is a generation failure, they are then restored. It might not be instantaneous, but they do now seem to be restored. I have tested with a few failures and the credits were restored within a minute or so.

My best,
droopy

Adobe Community Expert (not an Adobe employee)

D

Digital23680175tey2

Participant

Hello,

I would like to report an issue with credit consumption.

I attempted to generate two images using Gemini 3 (w/ Nano Banana Pro). A total of 80 credits were deducted from my account, but no images were generated. Instead, I only received the following error message each time:

“An error occurred. Please try again later.”

I understand that 80 credits is not a large amount, but if I attempt the generation again, I risk losing additional credits with no output. Frankly, I do not intend to lose a significant portion of my credits due to repeated system errors.

Could you please advise whether these credits can be refunded or restored, and whether this issue is already known on your side?

Thank you for your assistance.

G

G376232366fco

I got charged 625 credits on use of Ray 3 no video just a still image, may I be credited back please? Thank you

Screenshot 2026-01-11 at 2.10.17 PM.png

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