I was charged 1500 credits for creating a video that is blank and will not open.

Forum|Forum|26 days ago
August 14, 2026
4 replies
31 views

I was charged 1500 credits for creating a video that is blank and will not open. Using Model Ray3 HDR

Correct answer N8.

Hey @Carefree_guidec26d

Could you have a look in your Creative Cloud app? Sometimes a video has been generated and it’s hiding in our CC app.

How to reliably download your files
In your Adobe Creative Cloud you can find your files there and download them. Here s a short video showing the steps

https://youtube.com/shorts/fCgb1ZR48tU?feature=share

Cheers

Nate

N8.

Correct answer

Hey @Carefree_guidec26d

Could you have a look in your Creative Cloud app? Sometimes a video has been generated and it’s hiding in our CC app.

How to reliably download your files
In your Adobe Creative Cloud you can find your files there and download them. Here s a short video showing the steps

https://youtube.com/shorts/fCgb1ZR48tU?feature=share

Cheers

Nate

C

Carefree_guidec26dAuthor

Participant

I see the video in my history. The video will not open and is only a white background. How do i get the 1500 credits back?

N8.

Hey @Carefree_guidec26d

Are you able to see the video in Creative Cloud App (CC App)? Is the video in your CC app?

Could you provide a short video of the steps you are taking? If the video is in your CCapp you should be able to download the images/ video.

>>Make sure to hide your personal information: email account, name and anything other personal details.<<
Cheers
Nate

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