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Credits Are Being Deducted Even When Video Generation Fails

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Hi,
I’m running into a recurring issue and would really appreciate your help.
Whenever I try to generate an video, I get an error message — and no videois produced — yet credits are still being deducted from my account.

This means I’m being charged for failed attempts that never generate any output, which obviously shouldn’t happen.
Could you please look into this, restore the credits that were wrongly deducted, and fix the bug so the system stops charging for failed generations?

Thank you in advance. 🙏

Rose DVCorrect answer

Community Manager

Hi everyone,

We're aware of the concerns being raised in this thread regarding credits and failed generations.

For the most up-to-date information on how Firefly credits are handled when a generation fails, please see this FAQ:

As outlined there, credits are deducted when Generate is selected, and if a generation fails with an error, those credits are intended to be automatically returned to your balance. It may take a short time for the credit balance to update.

If you believe credits were not restored after a failed generation, please create a new post with:

A screenshot of the error
Approximate date and time of the failure
The model you were using
Browser and OS details
The number of credits you believe were not returned

These details help the team investigate individual cases more effectively. We also ask that everyone keep the discussion respectful and constructive so we can best assist those experiencing issues.

Thank you,

Rose

Rose DV

Correct answer

Community Manager

Hi everyone,

We're aware of the concerns being raised in this thread regarding credits and failed generations.

For the most up-to-date information on how Firefly credits are handled when a generation fails, please see this FAQ:

As outlined there, credits are deducted when Generate is selected, and if a generation fails with an error, those credits are intended to be automatically returned to your balance. It may take a short time for the credit balance to update.

If you believe credits were not restored after a failed generation, please create a new post with:

A screenshot of the error
Approximate date and time of the failure
The model you were using
Browser and OS details
The number of credits you believe were not returned

These details help the team investigate individual cases more effectively. We also ask that everyone keep the discussion respectful and constructive so we can best assist those experiencing issues.

Thank you,

Rose

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F

Fancy_painter8812

can adobe not take away credit when the image was not generated?
it still takes away credit even there are problems when generating images

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N8.

Hey @Fancy_painter8812

Thank you for your message.

We need additional information to understand what is happening. Can you please reply with the following information:

A screen shot of the whole browser (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).
A copy of the keyframe(s), reference images or video you were using (if any), or image you were using in generative fill.

Could you provide an example of your prompt(s)?

Common problems

Trademarked / Copyright
Political figures / Celebrities
Children (Adobe will not prompt anything with regards to children)
Nudity

Cheers

Nate

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N

Njegos33816000icf3

Inspiring

Seems like it's working now, but it's awfully slow and doesn't work as good as it's used to. Also now there are some new options for quality and google images? Another thing is that I can no longer have 2 generations at the same time. When editing pics, I'd usually start one with gemini and then another with firefly and pick a better result. Now when I try the same, it resets generating completely and only does the last one that I selected.

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T

tfft_7455

Having the same issue here. Plus Majority of my command prompts are not generating what i described which was disheartening to see. Wasted quite amount of credit already.

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K

kuffer37850816x3xf

Je vais être franc votre système est catastrophique, vous débiter des crédit alors que rien ne se génère, cela m'arrive très régulièrement, vous avez les prix les plus haut sur le marcher pour la seconde/vidéo. La version gratuite/test marchait bien mais maintenant que c'est payant sa bug 2x plus.

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A

Anke_Sank8429

Credits are being charged, but the generation of videos and images fails with a "Something went wrong" error. I've lost/wasted over 1,000 credits because of this.

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C

Creadot30446864tuw7

Hi,

I am trying to generate images, but there is a problem. I don't know what the problem is, beacuse the screen says "Something went wrong. Please try again later."

The image is not generated and there is a little exclemation mark icon (!) instead of the thumbnail. See the attached image. (side note - I sketched the mascot on a paper then vectorized it, I am the author so there should be no rights issues. Especialy since I have generated like 20 other poses of the same mascot with no problems).

The problem is that it still charges me 40 credits - for nothing. And i have tried 17 times, until i realised that i am loosing credits. Which means 680 credits down the drain.

So I would appreciate if you could refund the credits. And obviously fix the bug. And also maybe give the users a better understanding of the problem.

Thanks in advance
Matt

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T

tlqkfping

An error occurred during image creation,
and 260 credits were deducted.

If the image creation wasn't successful,
shouldn't the credits remain undeducted?

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Kartika Rawat

Community Manager

Hi tlqkfping!

Thanks for writing in. If there is a generation error, the credits should be restored. The credits are deducted when you hit generate. If there is a generation failure, they are then restored. It might not be instantaneous, but they do now seem to be restored. I have tested with a few failures, and the credits were restored within a minute or so.

Let us know.
^KR

moved to discussions

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W

Weezypain

Inspiring

When trying to generate a video, firefly is stealing my credits but giving me this error!

Can't load

We can't display the generated video.
You can edit and try again.

Its not fair because credits are so precious!

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N8.

Hey @Weezypain

Thank you for your message.

We are unable to see your image.

We need additional information to understand what is happening. Can you please reply with the following information:

A screen shot of the whole browser (including your avatar in the upper right corner) with the error or problem showing or when the problem is happening (not just the error message itself).
A copy of the keyframe(s), reference images or video you were using (if any), or image you were using in generative fill.

Could you provide an example of your prompt(s)?

Common problems

Trademarked / Copyright
Political figures / Celebrities
Children (Adobe will not prompt anything with regards to children)
Nudity

Cheers

Nate

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J

jeremyk60771984

You say they are credited back but I still have not seen any come back days later?

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