I entered a prompt for generating a video and nothing happened but a slight sound effect with the video. It took 400 credits and did absolutely nothing.

Hi truedavet1,

Thank you so much for bringing this to our attention.
 

We’d like to take a closer look into this. Could you please provide the following details:

• The prompt you used
• Copies of any reference images or keyframes (shared in a .zip file)
• The model and settings selected for the generation
• The output you received

Sharing these details will help us better analyze what might have gone wrong and suggest an appropriate solution.

Let us know.

Hajar
[Moved to questions]

Hey ​@truedavet1 
 

Common problems

• Trademarked / Copyright
• Political figures / Celebrities 

• Long complicated prompts (often from ChatGPT)
  (short easy to read prompts tend to work very well)
• busy dark background images for videos. the images need to be easy to distinguish who the main characters are and what the background is. 

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 or issue, this usually indicates that a generation did complete successfully. In that case, you can check under Files > Generation History to see if the generation(s) was stored there.

If you were not able to find the results in your Generation history, please provide us with the following:

• A Full Screen recording ⚠: Please provide a single screen recording of your entire browser window, which should include:
  • Your credits balance before generation.
  • The error/issue occurring.
  • The balance after the error and page refresh.
• Workflow Context:
  • The full prompt you were using. (if it’s not fully visible in the recording)
  • Copies of any reference images, keyframes, or original images used.

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

P.S. Just a quick reminder to please make sure any prompts or generated content comply with our User Guidelines, this includes avoiding the use of copyrighted material (e.g., specific movie scenes, scripts, or protected content). Using such material may lead to unexpected issues or violate policy.

cheers​​​​​​​

Nate