Payment Confirmed but Adobe Firefly Still Requests Another Payment

Question

Hello Adobe Support Team,

I recently paid for the Adobe Firefly flyer service, and I received successful payment confirmation both on the payment portal and via email.

However, despite this confirmation, I am still unable to access the service. The system continues to prompt me to make another payment before I can use it.

This issue is currently delaying my work, as I rely on this service for active projects. I kindly request that you investigate this matter urgently and enable access to the service I have already paid for, or advise on an immediate resolution.

Please let me know if you require any additional information from me, such as transaction ID or payment confirmation details.

Thank you for your prompt assistance.

droopydog500 · Answer

Hello @fierce_Delight1095,Thank you for your message. It is hard to know for sure without knowing what plan you purchased and what feature you were trying to use. However, what you describe can happen if the plan you purchased only includes standard Firefly features and you try to use premium Firefly features. We can help you better if you reply with the following information:• What function were you using to generate (e.g. text to image, image to video, etc.) and what model had you selected? If video, what length and resolution did you select?• A screen shot of the whole browser or application window (including your avatar in the upper right corner) with the error saying you need to buy more credits (not just the error message itself). • Please click on your avatar in the upper right corner and take a screen shot of the box that pops up, but please black out your name and email address.• Please go to account.adobe.com and take a screen shot of the left two columns showing which plans you have (but do not include the third column that has payment information).Thanks,    droopy

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