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silsurf@me.com
silsurf@me.com
Inspiring
April 23, 2026
Answered

had prompts do nothing but animate the first frame, how do I get a refund?

  • April 23, 2026
  • 2 replies
  • 22 views

Today I had a few prompts that did nothing more than animate the first frame, there was nothing in the generation that was in the prompt. How do I get reimbursed for promptless prompts?

    Correct answer Oh.N8

    Hey ​@silsurf@me.com 

    Prompting is a lot of trial and error. Credits are deducted when you press generate. 

     

    Could you please reply with the following information:
    An example of the prompt that you are using as well would help.

    • A screen shot of the whole browser or application window (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).

    • What model were you using (such as Firefly Image 3, Firefly Image 4, Firefly Image 4 Ultra, Imagen 3, etc.)?

    • A copy of the keyframe(s) or reference images (if any) you were using.

    This helps us help you.

    Keep in mind as well that using negative prompts can confuse the model being used. 
    Use active sentences. Ask for what you want: not what you want. 

    Cheers

    Nate

     

    2 replies

    silsurf@me.com
    silsurf@me.comAuthor
    Inspiring
    April 24, 2026

    I did several prompts in Ray3 the first month for a project. The prompts all responded in the manner I would have expected for a newcomer like myself.

     

    I waited for my next months credits to continue the sequence. Yesterday I tried to create more new prompts using Ray3 using similar prompting. In my generation history you see this prompt that has a purple box around it. That is one of the two I did yesterday which did not respond to the prompts. Iused my credits, it generated a video, but it was just the first frame animated with no action. If I click on the video today I cant even load the video and prompts, it just says “unable to load”

     

     

     

    I gave up, spoke to CSR and they recommend canceling the account, getting a refund and then re-signing up, which is what I did. But moving forward I would like to know how to handle these situations? After resigning up, the same prompt worked just fine.

    Nothing really to do now about it, but feedback is always appreciated.

     

    Henry

    O
    Community Expert
    Oh.N8Community ExpertCorrect answer
    April 24, 2026

    Hey ​@silsurf@me.com 

    Prompting is a lot of trial and error. Credits are deducted when you press generate. 

     

    Could you please reply with the following information:
    An example of the prompt that you are using as well would help.

    • A screen shot of the whole browser or application window (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).

    • What model were you using (such as Firefly Image 3, Firefly Image 4, Firefly Image 4 Ultra, Imagen 3, etc.)?

    • A copy of the keyframe(s) or reference images (if any) you were using.

    This helps us help you.

    Keep in mind as well that using negative prompts can confuse the model being used. 
    Use active sentences. Ask for what you want: not what you want. 

    Cheers

    Nate

     

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