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Question

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

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Attempting to use the Concept to Vector feature resulted it nothing happening, then an error. total spend: 120 credits, which i need, which are gone, but the generation didn’t work. Please restore my credits, and perhaps create a better credit system or refund process. Previously the feature has worked remarkably well!

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reprog40360375

Participant

Same here credits have been deducted even though nothing has generated.

Illustrator 30.8.2

Windows 11

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Anubhav M

Community Manager

Hello @reprog40360375

I’m sorry to hear about your experience. Credits are deducted up front, but a generation can occasionally fail to complete due to an issue with the prompt or references provided, a model/provider error, a timeout, or another service issue. On an unsuccessful generation, credits are typically refunded to your credit balance within minutes. In rare cases, particularly for longer-running generations like video, the refund can take up to 24 hours to return.

Let us know how it goes.
Anubhav

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reprog40360375

Participant

Morning Anubhav, thanks for getting back to me I have just checked and the credit balance has not been restored. I have been having problems with concept to vector for a week now. Can you advise me of where to go from here for a solution. This feature has worked really well for me in the past and like others having the same issue I have tried many images and nothing generates. I get a message saying something went wrong but no explanation of what that something was. Really would appreciate some help with this.

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markus707

Participating Frequently

Same here, tried everything. Doesn’t work. Guys, what’s up? Months pass with many people experiencing this issue and obviously nothing happens?

MacBook Pro M3 with Tahoe 26.5.2
Illustrator 30.8.2

Like TStorm89 mentioned, it has worked well in the past.

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ana6C14

Participant

Hi Harshika,

Thank you fro answering.

I did share the details about my OS and Illustrator.

It wouldn;t generate the vector regardless of the image I was using. I tried many...

However, now I am able to generate the image using Concept to Vector. So it must have been a temporary bug, that ate up my credits:)

Best,

Ana

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Harshika Verma

Community Manager

Hi ana6C14,

Glad you’re able to generate images now. 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.

Thanks,

Harshika

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ana6C14

Participant

I keep experiencing the same issue as the other users in this thread. The Concept to Vector feature consistently results in an error.

My internet connection is stable, and I’m running macOS Sequoia 15.7.5 and Illustrator 30.8.1.

I’m attaching a screen recording showing the issue. The same thing happens regardless of which image I try to vectorize, so it doesn’t appear to be related to a specific source image.

Any help would be appreciated.

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screengrab.mp4

Harshika Verma

Community Manager

Hi @ana6C14,

Thank you for reaching out and for sharing the recording with us, and sorry for the trouble you’re experiencing with Illustrator. Could you please share the image here so I can test it on my end? Please share the details of your operating system and the version of Illustrator installed on your machine.

We will try our best to help.

Thanks,

Harshika

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LinaMariaBotero

Participant

Hi @Harshika Verma I’m still having the same issue described above, tried a dozen times and I’m still getting the error. I don’t have connection issues, I’ve tried all the troubleshooting steps you mention that applied for mac and still nothing. I’m working on Mac OS Tahoe 26.6.2, Illustration version 30.8.1 (up to date as of today). I am sending a screenshot of the error. I’m hoping you can help.

Thank you in advance.

Lina

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Harshika Verma

Community Manager

Hi LinaMariaBotero,

Sorry for the delayed response, and thanks for trying the suggestions. Would you mind sharing the prompt you're using for generation? It would be helpful if you could share a short recording of your workflow to help us better understand.

We will try our best to investigate and help you.

Thanks,

Harshika

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PatrickG

Known Participant

Scaling down the reference image helped to make it work for me. After 20+ attempts with all kinds of trials. But the result with close precision is worse than the basic tracing. Just don’t touch it. It’s a waste of energy and time.

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Lars von Hebel

Participant

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 👍🏼

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Anubhav M

Community Manager

Hello @Lars von Hebel

I’m sorry to hear you’re having similar trouble with Illustrator. Would you mind sharing more details, such as the version of Illustrator installed and a screenshot of the error message you are seeing, so we can look into this further with the team?

Looking forward to hearing from you.
Anubhav

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Harshika Verma

Community Manager

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

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