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andersons
Participant
July 3, 2026
Answered

Please refund my credits. I received an error message while trying to create, yet the credits were taken from my balance

  • July 3, 2026
  • 3 replies
  • 43 views

Hello, I am submitting a bug report to request a refund for my credits. When I tried to create a new item, the system showed an error message and the creation failed. However, the credits were still deducted from my account. Could you please investigate this bug and restore my credits? Thank you.

      Correct answer Tarun Saini

      Hi ​@andersons,

       

      Welcome to the Adobe Firefly Community! We’re sorry to hear about the issue you’re experiencing. I’d like to inform you that Credits are deducted when you click Generate, but they're automatically refunded if the generation fails. If you don't see the credits restored, please create a new post and share your prompt, model used, and an error screenshot so the support team can investigate.

       

      You can also view your generative count in the account menu. For more information, check here- https://helpx.adobe.com/creative-cloud/apps/generative-ai/generative-credits-faq.html#remaining-generative-credits

       

      Regards,

      Tarun

      3 replies

      fakhar+abbas
      fakhar+abbas
      Participant
      July 30, 2026

      Hello,

      I am using Adobe Illustrator 30.6 (Windows). Generate Vectors with Gemini 2.5 (Nano Banana) shows "Uses 10 credits", but Adobe deducts 20 premium credits for every single generation.

      I generated only one output and clicked Generate only once. I have screenshots showing the interface says 10 credits, but my balance dropped by 20 credits each time.

      Because of this issue, I have lost almost all of my monthly premium credits.

      Please investigate my account and restore the extra credits that were incorrectly deducted.

      Thank you. 

      caroline_edits
      Community Manager
      caroline_editsCommunity Manager
      Community Manager
      July 30, 2026

      Sorry for the frustration! Because this is a public forum and this issue requires us to be able to see your private information (email, payment method, etc.) we recommend starting a secure chat with our support team on this page: https://adobe.ly/4xdGzH2


      You can start a chat with the 💬 icon in the bottom right. They should be able to help you look into your credits.

      Tarun Saini
      Community Manager
      Tarun SainiCommunity ManagerCorrect answer
      Community Manager
      July 3, 2026

      Hi ​@andersons,

       

      Welcome to the Adobe Firefly Community! We’re sorry to hear about the issue you’re experiencing. I’d like to inform you that Credits are deducted when you click Generate, but they're automatically refunded if the generation fails. If you don't see the credits restored, please create a new post and share your prompt, model used, and an error screenshot so the support team can investigate.

       

      You can also view your generative count in the account menu. For more information, check here- https://helpx.adobe.com/creative-cloud/apps/generative-ai/generative-credits-faq.html#remaining-generative-credits

       

      Regards,

      Tarun

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