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thurid_wadewitz
thurid_wadewitz
Inspiring
June 24, 2026
Answered

Lost credits due to error while generating - I want a refund

  • June 24, 2026
  • 5 replies
  • 66 views

Lately, I have frequently tried creating short video animations. The model I prefer costs 400 credits, meaning I can generate 10 videos per month. On several occasions, however, an error occurred during the generation process, and no video was produced—yet the credits were still deducted.

I discussed this with customer support, but despite their assurances, I did not receive the credits back the following month. I am very unhappy about this. I shouldn't have to pay for a product I never actually received.

    Correct answer thurid_wadewitz

    Hello Nate, 

    well, since I wrote that post a while ago, I do not have any screenshots from the time I had the issues. Also, due to company policies, I cannot switch between browsers and cannot disable VPN - I would loose internet connectivity.
    And I was told that because we used a re-seller for our creative cloud accounts, credits could not be refunded - which I find rather irritating. 
    In my mind, it would be best if credits were only deducted once the desired item (like an image, video, or something similar) had actually been created. The deduction function would simply need to check for that.

    5 replies

    N8.
    Community Expert
    N8.Community Expert
    September 19, 2026

    Help us. Help you ​@thurid_wadewitz 
    Sorry to hear you're running into that "Something went wrong" error. Could you provide more information; so, the team can proceed to troubleshoot? Without the requested information it is difficult to assist you and resolve the issue. 

    Something went wrong troubleshooting

    A Full Screenshot or short video:  Please provide a screenshot of your entire browser or application window, including your avatar in the upper right corner. Many errors have multiple causes; seeing the full context is much more helpful than a zoomed-in image of the error message alone.
    >>Make sure to remove person details: email address, name... before posting<<

    • System Details: Specify your Operating System (OS) and Browser (including version numbers).
    • Workflow Context:
      • Which Firefly function were you using? (e.g., Text to Image, Generative Fill, Text to Video, etc.)
      • Which model was selected? (e.g., Firefly Image 3, Image 4 Ultra, Imagen 3).
      • The full prompt you were using.
      • Copies of any reference images, keyframes, or original images used.

    Other suggestions

    1. Try a different web browser (or an Incognito/Private window) to rule out browser extensions or cache issues.
    2. Disable any active VPN, ad-blockers, or strict firewall settings temporarily.
    3. Clear your browser's cache and cookies (see image below):

     For more details and additional troubleshooting steps, you also check this article as well!

     

    Resources & Suggestions on How to Prompt
    Generate images from text descriptions
    Writing Effective Prompts
    Adobe Firefly Resources

    Cheers

    Nate

     

    thurid_wadewitz
    thurid_wadewitzAuthorCorrect answer
    Inspiring
    September 23, 2026

    Hello Nate, 

    well, since I wrote that post a while ago, I do not have any screenshots from the time I had the issues. Also, due to company policies, I cannot switch between browsers and cannot disable VPN - I would loose internet connectivity.
    And I was told that because we used a re-seller for our creative cloud accounts, credits could not be refunded - which I find rather irritating. 
    In my mind, it would be best if credits were only deducted once the desired item (like an image, video, or something similar) had actually been created. The deduction function would simply need to check for that.

      caroline_edits
      Community Manager
      caroline_editsCommunity Manager
      Community Manager
      September 23, 2026

      Hey there, thanks for checking back in. This is great feedback, we're working on improving the process of when credits are removed. It's true that working through a re-seller prevents us from having total flexibility with account management. We can take this feedback to the right teams for you.


      Caroline

      droopydog500
      Community Manager
      droopydog500Community Manager
      Community Manager
      June 29, 2026

      Hi ​@thurid_wadewitz,

       

      Did you get an error message?  Did you happen to capture what the error message was?

       

          droopy

      Adobe Community Expert (not an Adobe employee)
      thurid_wadewitz
      thurid_wadewitzAuthor
      Inspiring
      June 29, 2026

      Sometimes I do, but more often I just realise that I’ve just lost 1200 credits 🙄
      The error message is a small red text box at the top of the screen - far away from the prompt box. 

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