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kemalsevki61
kemalsevki61
Participant
January 27, 2026
Question

URGENT: Repeated credit loss due to video generation errors (2nd time today)

  • January 27, 2026
  • 1 reply
  • 21 views

Hi Adobe Team,

I am reporting a recurring issue with the video generation tool. For the second time today, I have been charged credits for a video that failed to generate.

In both instances, the system encountered an error during the process. The credits were deducted immediately, but no video was produced. This is now a persistent problem that is depleting my credit balance without providing any results.

Issue Summary:

  • Occurrence: Twice today (January 28, 2026).

  • Problem: System error during generation; credits taken but no output.

  • Request: I would like a refund for the lost credits and a fix for this stability issue.

I have attached a screenshot of the error/interface for your reference. Please look into this as soon as possible.

Best regards.

 

      1 reply

      Hajar Toutsi
      Community Manager
      Hajar ToutsiCommunity Manager
      Community Manager
      January 28, 2026

      Hi kemalsevki61,

      Thank you for posting about this. Many users have reported the same issue with Veo 3.1. We tested it ourselves and saw the same error when the resolution is 1080p and the duration is above 4 seconds (6 or 8 seconds). It would be helpful if you could share both reference images you used.

      Regarding the credits, they were restored immediately after the error appeared. Please let us know if you still don’t see your credits returned.

      We appreciate your feedback and would love to hear from you again.
      Hajar

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