Participant

Answered

Credits Are Being Deducted Even When Video Generation Fails

76 replies
5021 views
Translate

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

Show previous replies

K

Kaolar

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.

Translate

S

SamarthS

Inspiring

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.

Translate

^Sam

A

Anonymous

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

Translate

S

SamarthS

Inspiring

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.

Translate

^Sam

W

warm_reliability40e3

Participant

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.

When many users, including me, complain about it and if you don't care and instruct us to be patient, it's not the right way of dealing with a customer complaint. Once credits are exhausted, you will not allow a single penny worth of creation. You treat your money differently and customers money differently that is not sound business ethics. Review your policy, make arrangements by employing a watch dog agent/pipeline and immediately return the credit for the failed attempts. That makes good sense. Pardon me, if I am bit strong, but it's my money, honey.

Translate

F

Furkan_Tireli

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

Translate

P

pratham_gupta2493

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

Translate

Chris 486

Community Expert

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.

Translate

R

resourceful_hope2019

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.

Translate

Kartika Rawat

Community Manager

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

Translate

X

x note

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

Translate

Kartika Rawat

Community Manager

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

Translate

A

Anonymous

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?

Translate

A

Anonymous

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.

Translate

T

tanmoy_0187

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

Translate

T

tufi_lattee

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.

Translate

N8.

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

Translate

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.