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tomer22214829ohx9
Participant
December 20, 2025
Question

Credits Are Being Deducted Even When Video Generation Fails

  • 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. 🙏

    46 replies

    Show previous replies
    P
    patriciak80759834
    January 11, 2026

    ich habe zweimal einen Prompt eingereicht (Pika) a 250 Punkte und beide Male wurde seitens Firefly abgebrochen (Fehler), aber die Punkte wurden meinem Konto belastet.

    Ich bitte um Rückbuchung. 

    droopydog500
    Community Manager
    droopydog500Community Manager
    Community Manager
    January 12, 2026

    Hello @patriciak80759834,

    Thank you for your message. 

    Generative AI credits are deducted at the time you press the generate button. However, if there is a generation failure, they are now restored after the failure. The return of the credits is not necessarily instantaneous, it might take a few moments.  I have tested this on various failure types and have seen the credits restored.

    Thanks,
        droopy

    Adobe Community Expert (not an Adobe employee)
    marcu78473883
    marcu78473883
    January 8, 2026

    My credits got deducted and i havent got any resault, just an error message, and I lost almost all my 4000 credits because i didnt saw it was deducting me and i kept trying to use your product.

     

    Please refound my credits

    N
    nihar_4738
    January 8, 2026

    I was generating video using Firefly tool. I got server error multiple times. For first few errors, credits were not deducted. But when I tried to create video again with SORA 2 AI, I got same server error on screen, but still 360 credits got deducted. You can check my generation history of yesterday evening around 4:30 PM- 5:00 PM (7th Jan 2026). 

    chadr6105833
    chadr6105833
    January 8, 2026

    I wrote a prompt and hit generate and nothing happened. I kept hitting generate about 10 times. I hit another button then all of the sudden a ton of videos started to generate using up all my credits. Also displaying the message "Sorry, our servers are melting right now.

    Too many people are generating - standby and we'll be back soon."
     
    I want my credits back as I just wanted one test try and ended up getting a ton because your site got stuck.
     
    Chad Reddell
    H
    Himanshu_Koranga2180
    January 7, 2026

    I am genrating the image and video but some time it din't genrate the image or a video but my credit are deducting automaticly.
    please help me out with this.

    With regards

    Himanshu

      Kartika Rawat
      Community Manager
      Kartika RawatCommunity Manager
      Community Manager
      January 7, 2026

      Hi Himanshu!

      Thanks for reaching out. Are you seeing any error message? If so, could you share the screenshot of that? 

       

      Let us know.

      ^KR

       

       

      moved to discussions

      Yellow Cat Design
      Yellow Cat Design
      Inspiring
      January 6, 2026

      I received the error "Something went wrong, please try again later". So I tried a couple of times again, but I still received the error. When I checked my credit balance, I could see the credits had been used each time despite the error. This was using the Ray2 model with loop enabled and a first frame uploaded (see attached screenshot).

      How can I get my credits refunded and how can I avoid this happening again?

      Platform Mac OS 26.1 (25B78)

      Kartika Rawat
      Community Manager
      Kartika RawatCommunity Manager
      Community Manager
      January 6, 2026

      Hi Yellow Cat Design!

      Sorry about the issue. Could you share a prompt to test? 

       

      Let us know. Happy to investigate.

      Thanks,
      ^KR

       

       

      moved to discussions

      A
      Adones_cardoso1918
      January 5, 2026

      Cobrou meu credito de um video mais não concluiu.

      L
      logan_0845
      January 5, 2026

      I was having trouble generating an image. It says "Can't load -Please check your connection and try again." and then prompts me to retry. I did this 5x and it never worked, however it did charge me credits each time I hit try again. 

      J
      joão_3000
      January 3, 2026

      Criei um vídeo, tive os créditos debitados da conta, porém o vídeo não aparece disponível para download. 

      J
      joão_3000
      January 3, 2026

      I generate a video, credits was debited, but the vídeo not works 

      K
      Kaolar
      January 2, 2026

      When I was generating the video, the system displayed an error and the video could not be generated, but several hundred points had already been deducted and cannot be recovered.

      S
      SamarthS
      Inspiring
      January 2, 2026

      Hi @Kaolar, 

       

      Thanks for reaching out. Sorry about the issue. Could you try clearing your browser's cache or using a different browser?
      Let us know if this helps. We appreciate your patience. 

       

      ^Sam
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