Questions

Hello Adobe Support,I am facing a serious issue with Adobe video generation. The system continuously fails to generate videos and keeps showing errors like “Could not load video” or “Failed to generate video.” The problem is that even though no video was successfully created, my credits/subscription usage has still been deducted completely. I have not received a single usable generated video, yet all my credits have been consumed.I want to understand:- Why are credits being deducted when the generation fails?- How can my full subscription usage be consumed without delivering a single successful video?- Is there any refund, credit restoration, or solution available for this issue?I understand that some AI tools may not refund credits like Veo or other platforms, but this situation is unfair because the service failed entirely without producing results.Please investigate this issue and provide support as soon as possible.Thank you.

Thanks for describing the problem in detail. I’m dealing with a problem just transferring files from one folder to another on my own computer (personal use, non business). I am using Firefly to edit my own photos for making woodblock and water color prints. Seems that I cannot manage my own photos and art work (please don’t raise the issue of Art vs Reality, etc.) or pictures taken with my own camera. A popup window shows that I cannot move the file because of lack of authority. I have tried to run as an Administrator, but that doesn’t work either. As an aside, does the App “MetaDefender Endpoint” have anything to do with this problem?Thanks,Clarence

Hi,I’m currently unable to use the generative video feature. It says I have no credits left, but I believe this may be an error, as I have only used Adobe Firefly once.Could you please help me review this issue and confirm whether my credits are displaying correctly?Thank you!

I tried to remove and change the background for my photo but after changing background the subject(myself) was not placed accurately as there were edge detection issues in my pic and it was like i have made myself as a cartoon 

Can't loadWe can't process this prompt.You can edit and try again.this message is coming again and again 

I tried to generate simple image, I went out of credit and bought new ones, but it stuck on the last rendering when it stopped me to buy more credits. it’s loading and loading and I can’t click and when I refresh the page it keeps loading. I can’t generate new images at the moment. it’s stuck 

Does anyone have advice on how I can prevent the quality of a generated image from decreasing significantly every time I resubmit the prompt or make partial adjustments? It seems as if the AI ​​uses the previously generated image as a reference instead of re-examining the reference images (which, in my case, are the same every time). One of the first generated images has the quality of a photo, and this is steadily decreasing in detail every new or adjusted prompt. I am using Gemini 3 Nano Banana Pro and Gemini 3.1. with 4K resolution, I have this problem with both.After a certain number of generations, I finally have the image exactly as I want it, but by then the quality is too poor to use the image. Image attached to see te difference in quality. In the first image, you can clearly see the bricks of the building, and in the second, this is no longer the case at all, the quality of the details is gone. 

I want add some real images to this AI generated image.Eg:if I have a product,and I want to create a poster of the product

Ich will mein Vertrag stornieren! Ich nutze euere Leistungen nicht mehr. Aber Sie belasten meine Kreditkarte! 

Está carregando uma imagem como se fosse gerar, e estivesse gerando já faz horas, e travou nisso. Não consigo destravar, já limpei cache, já recarreguei página e nada.

assino por mes o adobe firely qntas edicoes faco no mes? pq a minha ja acabou

Can please get my 500 credits back? This was a costly platform mistake.My Ray 2 video generation failed with a technical error but deducted 500 premium credits. I would like the 500 credits returned. My may 18 credit refresh just arrived and i had 4000/4000 and now i have 3500/4000 - but with no video since it failed, for 500 credits which is quite a few. I have a screenshot of the error and the deduction.  [PII removed by Mod]

It shows me the newly generated image based on my prompt for like 0.5 seconds (Maybe it’s just a preview?), and then it disappears most of the time. It’s so frustrating. Help. Please. It doesn’t explain anythinggggg. 

Can't loadWe can't process this prompt because the reference imagedoesn't meet our User Guidelines. You can upload another image and try again.Got this message…. can not find anything in user guidelines whatsoever wrong with my image

When creating content using the assistant on my Adobe Firefly Pro Plus account, I receive the following warning. There shouldn’t be a daily visual creation limit on this account. What is the reason for this, and what is the solution? The daily limit has been reached. The quota will be reset after 23:59:59 UTC on 17 May 2026 (around 03:00 tomorrow morning, Turkish time). 

Hallo fehlerhafte nicht generierten bilder trotzdem Credit wird abgerechnet , Bitte um Rückzahlung meine credits für nicht Generierte Bilder ! Bitte nicht mehr Kassieren wenn's bild nicht generiert wird. DankeSonst Kündige Ich!

my credits have just renewed (1400) I'm trying to generate image using Nano banana and its saying I have run out of credits, when I clearly still have 1400. Does anyone know why this is happening and how to fix it, very frustrating! thanks!

ux design required for firefly web

Images for my design video generates a different image with another companys name inside my design rings

Upon completion, a message appears saying “Does not work”

bonjour, depuis mardi adobe fire ne fonctionne plus je voudrais etre rembourser car vos service sont incapable de retablir le fonctionement de adobe Fire je ne veux entendre la phrase (je n’arrive pas a reporduire le problème) les crédit son débité alors que ça nefonctionne pas donner moi la marche à suivre pour etre rembourser SVP merci [PII removed by Mod]

The videos created are very good. Just what I would epect from Adobe. However - I don't see a method for iteration.ChatPT or example,  lets you build on previous prompts. Make the tree greener. Ad moe birds. Not as many clouds. Here, it seems you only have one shot - it doesn't remember what it ust generated for you.That would make a word of a difference.

I asked Firefly to generate a video with the following instructions: “Make a five second video of Trump reading from a large book to a crowd of Maga fans. The book catches on fire during his reading.” It won’t.

I uploaded my photo for make muscles but no image generated due to privacy and policies