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Credits Are Being Deducted Even When Video Generation Fails

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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 DVCorrect answer

Community Manager

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

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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

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P

patriciak80759834

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.

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droopydog500

Community Manager

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

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Adobe Community Expert (not an Adobe employee)

marcu78473883

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

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N

nihar_4738

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).

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chadr6105833

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

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H

Himanshu_Koranga2180

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

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Kartika Rawat

Community Manager

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

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Yellow Cat Design

Inspiring

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)

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Kartika Rawat

Community Manager

Hi Yellow Cat Design!

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

Let us know. Happy to investigate.

Thanks,
^KR

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A

Adones_cardoso1918

Cobrou meu credito de um video mais não concluiu.

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logan_0845

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.

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