How does Adobe Refund Credits?

Forum|Forum|1 month ago
February 14, 2026
2 replies
96 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?

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 can't fix it, hide it; if you can't hide it, delete it.

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 can't fix it, hide it; if you can't hide it, delete it.

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 can't fix it, hide it; if you can't hide it, delete it.

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