In Illustrator, Concept to Vector failed due to "connection issues", but credits were still deducted

Hey ​@Harshika Verma ,

I have this issue as well, multiple days, multiple time slots, all failed. I don't really get your feedback with the chrome, firefox or edge reply. This is illustrator right? The Adobe software package.

Don't get me wrong, if it failed, no worries. Would live for it to work though. But deducting the credits, that's what puts me off. I pay 90 a month, then it doesn't work... Still I pay... Can something be done about that?

Thanks already 👍🏼 

Hi ​@TStorm89,
 

We understand how frustrating this can be. In fact, this is one of the most frequently reported issues in the Firefly community.

If you encounter this issue, please try the following troubleshooting steps:

• Wait a few minutes and try again, as it may be a temporary server-side issue.
• Completely close and relaunch your browser to clear any cached data.
• Sign out of your Adobe account and sign back in to refresh your session.
• Try a different browser (for example, switch from Chrome to Edge or Firefox).
• Simplify or rephrase your prompt, avoiding brand names or potentially restricted terms.
• If you're using a reference image, try a clearer and simpler image.
• On Windows, reset your Firewall settings to their defaults and test again.

Concerned about credit deductions when a generation fails?

Credits are deducted when you click Generate. However, if the generation fails, those credits are typically returned to your balance automatically. If you believe your credits were not restored, please let us know, and we'll be happy to raise the issue with the product team for further investigation.

Please try these suggestions and let us know how it goes. We’ll be happy to assist you further.
 

Thanks,
Harshika