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tomer22214829ohx9
Participant
December 20, 2025
Answered

Credits Are Being Deducted Even When Video Generation Fails

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. 🙏

    Rose DV
    Rose DVCorrect answer
    Community Manager
    October 13, 2026

    Hi everyone,

    We're aware of the concerns being raised in this thread regarding credits and failed generations.

    For the most up-to-date information on how Firefly credits are handled when a generation fails, please see this FAQ:

    As outlined there, credits are deducted when Generate is selected, and if a generation fails with an error, those credits are intended to be automatically returned to your balance. It may take a short time for the credit balance to update. 

    If you believe credits were not restored after a failed generation, please create a new post with:

    • A screenshot of the error
    • Approximate date and time of the failure
    • The model you were using
    • Browser and OS details
    • The number of credits you believe were not returned

    These details help the team investigate individual cases more effectively. We also ask that everyone keep the discussion respectful and constructive so we can best assist those experiencing issues.

    Thank you,

    Rose

    View reply

    76 replies

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    Dreamy_Dreamer5C40
    January 14, 2026

    BANA TEKNİK ARIZA VAR DİYİP OLUŞTURULMAYAN VİDEODAN NEDEN KREDİ KESİYORSUNUZ 

    Translate
    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 13, 2026

    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

    Translate
    Adobe Community Expert (not an Adobe employee)
    joao-luiz-us
    Participant
    July 23, 2026

    Who’s US to tell when this happens. I tried four times and kept changing things before I decided that it just wasn’t going to do it wasting that number of credits. It’s suspicions that one would even been charged for a failed process. 

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    Isaac_HernandezUMI727
    Participant
    January 13, 2026

    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

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    sergiok16063676
    January 13, 2026

    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.

    Translate
    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 13, 2026

    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

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    Adobe Community Expert (not an Adobe employee)
    JosephBlack
    JosephBlack
    January 13, 2026

    @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. 

    Translate
    jeremyk60771984
    January 12, 2026

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

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    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 12, 2026

    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

    Translate
    Adobe Community Expert (not an Adobe employee)
    Anonymous
    January 12, 2026

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

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    Kartika Rawat
    Community Manager
    Kartika RawatCommunity Manager
    Community Manager
    January 12, 2026

     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

    Translate
    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 12, 2026

    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

    Translate
    Adobe Community Expert (not an Adobe employee)
    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 12, 2026

    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

    Translate
    Adobe Community Expert (not an Adobe employee)
      Digital23680175tey2
      Participant
      January 12, 2026

      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.

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