Has anyone else have their generative credits stolen?

Forum|Forum|28 days ago
July 22, 2026
15 replies
115 views

I have rarely used generative AI in the last year as I find Firefly to be subpar and won’t pay extra for the partner generative engines when I can use Gemini for free. In fact, I have never used all 250 monthly credits from my Photography plan since this feature was offered. However, I wanted to use it today and low and behold, all of my credits were gone. Contacted customer service via chat and after passing me on to at least five different agents all asking me to repeat my issue and spending over 1.5 hours on the chat call, they did not resolve my issue and basically just stopped responding to me. I provided all the proof that they requested and here I am with still 0 credits. Does anyone have a suggestion on how I can escalate this to someone who can truly help? I am beyond pissed with Adobe right now. I’ve been a subscriber for years even though my usage is at a minimum in the last year or so. Thank you for any insight.

c.pfaffenbichler

Community Expert

@Tarun Saini , @Hajar Toutsi , thank you for following up on the issue, even if the result is not quite satisfactory to the original poster.

Michel BérubéAuthor

Inspiring

Thank you for following up. My credits were refreshed Saturday July 25th. I have done one generation since using 1 credit. As I stated in my chat, I changed my password to a much stronger one. However, I’m looking forward to a definitive answer to what happened.

Hajar Toutsi

Community Manager

Hi Michel Bérubé,

Thanks for your patience while our team investigated your credit usage.

The team confirmed that a video generation using the Partner model Veo 3.1 on July 9th depleted your allotted generative credit balance.

If you want to review the video that was generated, you'll be able to find it under Files > Generation history. This tab saves all AI-generated media outputs.

Let us know if you have any other questions.

Hajar

Michel BérubéAuthor

Inspiring

Yes, I saw that. I reported it to the agents on the support chat as being the ONLY GENERATION that I did during that period. Furthermore, that specific video is a tutorial that was suggested after the latest update to Photoshop. Had I known that these video tutorials would wipe out my entire allotment for a month, I would NOT have followed it. These tutorials should be accompanied by a pop up that state that executing it will use x number of credits. This is effectively robbery and is infuriating. Specifically since i’ve been a loyal customer for years. Finally, when in GENERATION HISTORY in Creative Cloud, I'm unable to see how many credits each generation took. If the information is there, please provide me with the steps to locate the information. If not stored, IT SHOULD BE. As you can see, there are a number of flaws and traps with generations that NEED TO BE ADDRESSED. Including a number of roll over of unused credits at the very least. Thank you.

c.pfaffenbichler

Community Expert

I can’t remember coming across this specific issue on the Forum yet.

Just to make sure: There is no absolutely chance that you or someone with access to you computer/s used the features in Photoshop (Generative Fill, Generative Expand, …) or Firefly that consume those credits in the current period?

@Sameer K , please forgive the intrusion, but are you aware of reports of inexplicable disappearances of generative credits?

Michel BérubéAuthor

Inspiring

Absolutely sure. The generative history shows that I've only done one Adobe video tutorial (the ones you get after an update with new features) this month. My previous generation was back three months ago. As I explained to the agents, I barely use Firefly. Thus imagine my surprise when I tried t0 do one yesterday and I was denied as I had zero credits. @Sameer K no I'm not aware of that report.

c.pfaffenbichler

Community Expert

@Sameer K no I'm not aware of that report.

Sorry, Sameer K is an Adobe employee and I tagged him (thus the blue color and pop-up-on-hovering over the »@…«-name) with that question to make sure he notices this thread.

Anyway, I sympathise with the frustration in the face of such inexplicable goings-on, but I suspect it may be less »stealing« than a plain old »mishap/bug/…«.

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