Known Participant

Question

How does Adobe Refund Credits?

Forum|Forum|6 months ago
February 14, 2026
11 replies
173 views

Trying out firefly, it almost never creates what the prompt is and especially bad when prompting video.

Why then do our “credits” get charged even though the product received is nothing like what we asked and almost all of the time is broken.

Any other time if we make a purchase the receive the wrong product that is broken there is a refund and or exchange since companies are legally obligated to do so with defective products.

So, Adobe. How do I get my refund?

lvmcgill

Participant

I agree that @adobe needs to include some sort of option to submit terrible outputs for a credit refund. I did one recently where the person’s head rotated 180-degrees on the body - Exorcist style. Completely ridiculous and wasted credits. I think using different AI models really makes a difference as well. I’ve had much better results using Kling 3.0 Omni than others.

daniellei4510

Community Expert

I don’t know of a single AI model available that returns credits for poor results or that don’t follow prompts. Such errors simply come with the territory. If you are getting error message and not getting ANY results, then credits are supposed to be returned automatically.

Adobe Community Expert | If you aren't submitting your assets in sRGB, you probably didn't read the rules.

lvmcgill

Participant

What you are saying is true, but I believe when the model completely misses the mark or creates something unrealistic when the prompts are correct then refunds should be an option. So they can just start making faces with three eyeballs and two noses and we have to be okay with that?

O

Oh.N8

Hey @Thomsonx

Adding to what @daniellei4510 mentioned.
If/ When you are struggling to get the desired results, ask the community. Prompting is a lot of trial and error. We have all been through the process and still continue to go through the learning curve.

What seems obvious to me. May not be obvious to someone else never mind an LLM. Creativity is about adding, subtracting, tweaking and repeating the process.

Feel free to share your prompts and the expectation you have in mind. This way we can better assist you.

Cheers

Nate

thissucksdonkeydong

Participant

I am trying to edit a generated video in edit mode and it gives me back the exact same video over and over while charging me credits no matter what I type. do I have to explain to firefly that edit means to change?

daniellei4510

Community Expert

Unfortunately, credits are not returned if a so-called “successful” video is created. They are returned automatically if there was an actual error during processing. Getting the same result over and over again is an issue on many platforms outside of Adobe Firefly. My workaround is to refresh the page or open a new tab and start from scratch. Even then, I just spent the last hour practically arguing with Gemini 3 trying to get it to create a different embroidery pattern on a wedding gown. We were about to come to blows when I finally tried a very carefully crafted prompt.

Adobe Community Expert | If you aren't submitting your assets in sRGB, you probably didn't read the rules.

daniellei4510

Community Expert

As I understand it, attempts to generate videos that result in some sort of error message are eventually returned automatically. Not immediately, but eventually. As for not understanding a prompt, that’s simply the nature of AI (some are better, some worse), especially if the prompt is extremely long and detailed.

Adobe Community Expert | If you aren't submitting your assets in sRGB, you probably didn't read the rules.

T

ThomsonxAuthor

Known Participant

Your reply was worse than firefly results. What was even the point of that reply?

daniellei4510

Community Expert

Ignore it, then. Bottom line, requesting a return of credits for unexpected or incorrect results will probably not be honored.

Adobe Community Expert | If you aren't submitting your assets in sRGB, you probably didn't read the rules.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.