Participant

Question

Credits Are Being Deducted Even When Video Generation Fails

Forum|Forum|5 months ago
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. 🙏

Show previous replies

H

hugo_osmany6255

Trate de generar un video, me consumio 300 créditos y no genero el video por un error, quiero que me debuelvan mis créditos es una estafa e incumplimiento de servicio.

Kartika Rawat

Community Manager

Hi hugo_osmany6255!

Sorry about that. Could you share a screenshot of the error message? Are you seeing something went wrong? If so, 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 restore.

Let us know if you have any questions.

Thanks,
^KR

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C

CAPA_TX

If I get a message thats says "Something went wrong. Please try again later." why am I still being charged credits for that? If there's an error and no file is produced, why is Adobe still screwing me out of my meager credits balance? Its bad enough I have to wait forever just to find out that this is a bad time to render something, let alone Adobe stealing my credits on top of that. Is there a refund procedure?

Kartika Rawat

Community Manager

Hi CAPA_TX!

Sorry about the issue. Which video model are you using? Could you share the prompt with us so we can test it?

Let us know. Happy to help.

Thanks,
^KR

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temperant

Participant

What about when the model doesn't produce the requested edits to a generated video? There is no place to leave feedback or report an incorrect output.

L

Lmichael5366

tried to create a video in Ray 3 and it said "something went wrong" but the credits left my balance anyway

great start to the the pro trial

JosephBlack

I really hope this is a bug and not a feature. Because as a feature it's evil.
Some of my generations failed, I used the same prompts nothing that is against ToS.

Still I need to pay for credits while it gives me no content.
That's harsh if you want to do video content.

Kartika Rawat

Community Manager

Hi JosephBlack!

Sorry about that. Are you getting an error message? If so, please post the screenshot. Could you share the prompt and the reference image if you're using one?

Let us know. Happy to help.

Thanks,

^KR

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C

carlosr78676940

i put my promt AI is creating my video but show me error try later but they take my credits without result !!

Kartika Rawat

Community Manager

Hi carlosr78676940!

Sorry about that. Which video model are you using? Foes it happen with a speciif model?

Let us know.

Thanks,

^KR

moved to discussions

N

neon_riot

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Kartika Rawat

Community Manager

Hi neon_riot!

Sorry about the issue. Does it happen with a specific Sora2? Could you share the prompt?

Let us know.

Thanks,

^KR

moved to discussions

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