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tomer22214829ohx9
Participant
December 20, 2025
質問

Credits Are Being Deducted Even When Video Generation Fails

  • December 20, 2025
  • 返信数 46.
  • 4803 ビュー

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. 🙏

    返信数 46

    前の返信を表示
    A
    Anonymous
    January 2, 2026

    Hello,

     

    I clicked the Generate button in Firefly for video generation, but it did not work due to an issue.
    However, my credit was still deducted.

    In this case, is there any way to recover or receive a refund for the used credit?

    Thank you for your help.

     

    Best regards,
    Jinhak Lee

    S
    SamarthS
    Inspiring
    January 2, 2026

    Hi @47301364, 

     

    Thanks for reaching out. Sorry about the issue. Could you try clearing the browser's cache or using a different browser? 
    I apologize, but we do not currently offer the option to refund credits. We appreciate your patience. 

     

    ^Sam
    F
    Furkan_Tireli
    January 1, 2026

    Hello,

    Adobe Firefly failed during video generation.
    The system returned an error ("Something went wrong"),
    but my credits were still deducted.

    No video was generated.

    Please restore the used credits.

    Date:
    Time:
    Firefly Video tool

    P
    pratham_gupta2493
    December 30, 2025

    I am generating videos and it is usinf my credits but not genrating videos 

    Chris 486
    Community Expert
    Chris 486Community Expert
    Community Expert
    December 30, 2025

    Hello @pratham_gupta2493 ,

     

    It looks like other users are reporting similar issues. I would believe @Kartika Rawat can help you further on this issue, the question she has asked others - "Could you share your prompt and reference image if using? Which video model are you using?" That should help her along with figure out the error.

      R
      resourceful_hope2019
      December 30, 2025

      I used Adobe Generative Video multiple times today.
      Each time it showed an error message (“Something went wrong, please try again”),
      but my credits were deducted anyway and no video was generated at all.

      I did not receive any usable output, and the errors were clearly system-side.
      I would like a credit refund or compensation for the failed generations.

      Kartika Rawat
      Community Manager
      Kartika RawatCommunity Manager
      Community Manager
      December 30, 2025

      Hi resourceful_hope2019!

      Sorry about that. Could you share your prompt and reference image if using? Which video model are you using?

       

      Let us know.

      Thanks, 

      ^KR

       

      moved to discussions

      X
      x note
      December 30, 2025

      I  try to create a video with simple prompt. But the video in not generated yet. But already the credits are lost

       

      Kartika Rawat
      Community Manager
      Kartika RawatCommunity Manager
      Community Manager
      January 14, 2026

      Hi x note!

      Sorry about that. Are you still having an issue? Could you share a screenshot of the error?

       

      Let us know.

      Thanks, 


      ^KR

      A
      Anonymous
      December 28, 2025

      Is it common for Firefly to crash. No generated content and use credits. Why does Adobe not want to accept a product issue. No wonder customers stop their subscriptions when they are paying to use Firefly. Adobe treat customers so bad. Surely a technical fault should not be a customer's fault or disadvantage a customer, especially when they have a subscription? 

      A
      Anonymous
      December 27, 2025

      Has anyone else experienced the system crashing and resulting in no generated cont and Adobe taking credits off. This afternoon, I had the programme crash and I lost 1,500 credits. I contacted the online support who were absolutely useless. Not impressed with Firefly. I gave a standard subscription and now blocked from using the programme until mid January or Have to buy more credits.

      T
      tanmoy_0187
      December 27, 2025

      try to create an ai image but not firefly is not creating an image but still i lose my credits

      T
      tufi_lattee
      December 25, 2025

      While creating a video with the Ray3 AI tool, it gave an error and the 625 credits that were used disappeared. They were not refunded. The video was not generated because of the error. What can I do? There is no one to contact.

      O
      Community Expert
      Oh.N8Community Expert
      December 26, 2025

      Hey @tufi_lattee 

      Thanks so much for reaching out and for taking the time to try out Ray3 in Firefly. It’s completely understandable to feel upset when your credits disappear so quickly

       

      Adobe does not currently offer the option to refund credits. If you’d like to learn more about how partner (non-Adobe) models like Ray 3 work inside Adobe products, including how credits are used, you can also check this help page. 


       For more information on generative credit consumption, please see Generative credits FAQ and Partner models in Adobe products.

       

      Cheers

      Nate

      L
      Liz30711593aja6
      December 23, 2025

      I tried to generate 2 five-sec videos. Both failed with Adobe stating "something went wrong" - now stating that my credit limit of 2500 is maxed out.  Disappointing experience.   

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