Try to generate a video in firefly and it does not generate but it still uses my credits

Hi ProspectivePhotoVideo,
Thank you for reaching out about this. 

I want to clarify how credits are handled in Adobe Firefly

1. Credits are deducted IMMEDIATELY when you click Generate.

2. If the generation fails and you see an error, the credits are automatically refunded AFTER the error occurs. This applies to all errors, there are no exceptions.

Since you were not able to find the generation in your Generation history, please provide us with the following:

• A Full Screen recording: Please provide a single screen recording of your entire browser or application window, which should include:

  1. Your credits balance before generation.

  2. The error occurring.

  3. The balance after the error and page refresh.

• System Details: Specify your Operating System (OS) and Browser (including version numbers).

• Workflow Context:

  • The full prompt you were using. (if it’s not fully visible in the recording)

  • Copies of any reference images, keyframes, or original images used.
    
    

This recording will allow our team to pinpoint what’s happening and ensure any improper deductions are addressed.

Once we receive the recording, we’ll look at it and keep you updated on the next steps.

Hajar
[Moved to questions]