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Rachx100
Rachx100
Participating Frequently
May 14, 2026
Answered

Firefly keeps crashing but still taking my credits and not delivering the image

  • May 14, 2026
  • 2 replies
  • 33 views

I am asking Firefly to perform simple tasks. It tries and then crashes but still takes my credits. Please can you reimburse my credits?

    Correct answer Hajar Toutsi

    Hi Rachx100,
    Thanks for reaching out.
     

    Credits are deducted as soon as you click Generate, but if the generation fails with an error, those credits should automatically return to your balance.
     

    Since credits were not returned, I suggest you double‑check successful generations by going to Your Stuff > Generation History, which keeps a record of all completed generations.

     

    If you’re certain that credits were not restored after a failed generation, please share the following details for each case:

    • Date and time

    • Model used

    • Number of credits deducted

     

    Once you provide those details, we’ll take it from there and investigate further.


    Hajar
    [Moved to questions]

    2 replies

    Rachx100
    Rachx100Author
    Participating Frequently
    May 15, 2026

    Thanks for the answer.

    Date and time yesterday so 14.05.26. I used the system all throughout the day. This is not the first time this has happened. At the start of the day I had something like 1770 credits and exhausted these before the end of the day. Some imahges did download but you can see which these were from my history.

    Model Gemini 3.1 (using nano banana 2) I think- this is the default the system connects to when I upload an image

    Number of credits deducted- impossible to say. Sometimes it deducts 10 credits and sometimes it deducts 40 for the same action. Each action was instructed multiple times but the image flashed up but then dissapeared before I could see it or download it. You can see form my history the same instruction being requested multiple times.

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity Manager
    Community Manager
    May 15, 2026

    Thanks for the reply, Rachx100

    Before I can submit a request to the team, I’ll need you to confirm that you’ve checked your Generation history and were unable to find your results there. In past cases where users weren’t reimbursed, their generations were still visible in the history.
     

    I’ll also need details on the number of credits deducted. Please share the settings you chose for each generation (model, duration, and resolution/quality), as this will help us determine the exact amount of credits used.
     

    Let us know once you have these details so we can move forward.


    Hajar

    Hajar Toutsi
    Community Manager
    Hajar ToutsiCommunity ManagerCorrect answer
    Community Manager
    May 14, 2026

    Hi Rachx100,
    Thanks for reaching out.
     

    Credits are deducted as soon as you click Generate, but if the generation fails with an error, those credits should automatically return to your balance.
     

    Since credits were not returned, I suggest you double‑check successful generations by going to Your Stuff > Generation History, which keeps a record of all completed generations.

     

    If you’re certain that credits were not restored after a failed generation, please share the following details for each case:

    • Date and time

    • Model used

    • Number of credits deducted

     

    Once you provide those details, we’ll take it from there and investigate further.


    Hajar
    [Moved to questions]

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