Fix: I’m trying to generate images. The images aren’t being generated, but you’re still charging me credits.

Hi shamrikin,
Thank you for reaching out about this. 
 

I want to clarify how credits are handled in Adobe Firefly

1. Credits are deducted IMMEDIATELY when you click Generate.

2. If the generation fails and you see an error, the credits are automatically refunded AFTER the error occurs. This applies to all errors, there are no exceptions.

3. If you notice that credits were not returned after an error, this usually indicates that a generation did complete successfully. In that case, you can check under Your Stuff > Generation History to see if the video was stored there.

If you’re still having an issue, we can escalate the matter to the respective team for more investigation. To do so, please provide us with the following:

• A Full Screen recording: Please provide a single screen recording of your entire browser or application window, which should include:

  • Your credits balance before generation.

  • + The error occurring.

  • + The balance after the error and page refresh.

• System Details: Specify your Operating System (OS) and Browser (including version numbers).

This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

Let us know.

Hajar
[Moved to questions]