Credits Are Being Deducted Even When Video Generation Fails

[tomer22214829ohx9]

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. 🙏

[neon_riot]

[carlosr78676940]

i put my promt AI is creating my video but show me error try later but they take my credits without result !! 

[JosephBlack]

I really hope this is a bug and not a feature. Because as a feature it's evil.
Some of my generations failed, I used the same prompts nothing that is against ToS.

Still I need to pay for credits while it gives me no content.
That's harsh if you want to do video content.

[Lmichael5366]

tried to create a video in Ray 3 and it said "something went wrong" but the credits left my balance anyway

great start to the the pro trial

[CAPA_TX]

If I get a message thats says "Something went wrong. Please try again later." why am I still being charged credits for that? If there's an error and no file is produced, why is Adobe still screwing me out of my meager credits balance? Its bad enough I have to wait forever just to find out that this is a bad time to render something, let alone Adobe stealing my credits on top of that. Is there a refund procedure?

[hugo_osmany6255]

Trate de generar un video, me consumio 300 créditos y no genero el video por un error, quiero que me debuelvan mis créditos es una estafa e incumplimiento de servicio.

[Liz30711593aja6]

I tried to generate 2 five-sec videos. Both failed with Adobe stating "something went wrong" - now stating that my credit limit of 2500 is maxed out.  Disappointing experience.   

[tufi_lattee]

While creating a video with the Ray3 AI tool, it gave an error and the 625 credits that were used disappeared. They were not refunded. The video was not generated because of the error. What can I do? There is no one to contact.

[Oh.N8]

Hey @tufi_lattee 

Thanks so much for reaching out and for taking the time to try out Ray3 in Firefly. It’s completely understandable to feel upset when your credits disappear so quickly

Adobe does not currently offer the option to refund credits. If you’d like to learn more about how partner (non-Adobe) models like Ray 3 work inside Adobe products, including how credits are used, you can also check this help page. 

 For more information on generative credit consumption, please see Generative credits FAQ and Partner models in Adobe products.

Cheers

Nate

[tanmoy_0187]

try to create an ai image but not firefly is not creating an image but still i lose my credits

[alasdair_2476]

Has anyone else experienced the system crashing and resulting in no generated cont and Adobe taking credits off. This afternoon, I had the programme crash and I lost 1,500 credits. I contacted the online support who were absolutely useless. Not impressed with Firefly. I gave a standard subscription and now blocked from using the programme until mid January or Have to buy more credits.

[alasdair_2476]

Is it common for Firefly to crash. No generated content and use credits. Why does Adobe not want to accept a product issue. No wonder customers stop their subscriptions when they are paying to use Firefly. Adobe treat customers so bad. Surely a technical fault should not be a customer's fault or disadvantage a customer, especially when they have a subscription? 

[x note]

I  try to create a video with simple prompt. But the video in not generated yet. But already the credits are lost

[resourceful_hope2019]

I used Adobe Generative Video multiple times today.
Each time it showed an error message (“Something went wrong, please try again”),
but my credits were deducted anyway and no video was generated at all.

I did not receive any usable output, and the errors were clearly system-side.
I would like a credit refund or compensation for the failed generations.

[pratham_gupta2493]

I am generating videos and it is usinf my credits but not genrating videos 

[Kartika Rawat]

Hi resourceful_hope2019!

Sorry about that. Could you share your prompt and reference image if using? Which video model are you using?

Let us know.

Thanks, 

^KR

moved to discussions

[Chris 486]

Hello @pratham_gupta2493 ,

It looks like other users are reporting similar issues. I would believe @Kartika Rawat can help you further on this issue, the question she has asked others - "Could you share your prompt and reference image if using? Which video model are you using?" That should help her along with figure out the error.

[Furkan_Tireli]

Hello,

Adobe Firefly failed during video generation.
The system returned an error ("Something went wrong"),
but my credits were still deducted.

No video was generated.

Please restore the used credits.

Date:
Time:
Firefly Video tool

[Captivating_neighbors1364]

Hello,

I clicked the Generate button in Firefly for video generation, but it did not work due to an issue.
However, my credit was still deducted.

In this case, is there any way to recover or receive a refund for the used credit?

Thank you for your help.

 

Best regards,
Jinhak Lee

[Samarth Syal]

Hi @Captivating_neighbors1364, 

Thanks for reaching out. Sorry about the issue. Could you try clearing the browser's cache or using a different browser? 
I apologize, but we do not currently offer the option to refund credits. We appreciate your patience. 

[Kartika Rawat]

Hi CAPA_TX!

Sorry about the issue. Which video model are you using? Could you share the prompt with us so we can test it?

Let us know. Happy to help.

Thanks,
^KR

moved to discussions

[joão_3000]

Criei um vídeo, tive os créditos debitados da conta, porém o vídeo não aparece disponível para download. 

[joão_3000]

I generate a video, credits was debited, but the vídeo not works 

[temperant]

What about when the model doesn't produce the requested edits to a generated video? There is no place to leave feedback or report an incorrect output. 

[logan_0845]

I was having trouble generating an image. It says "Can't load -Please check your connection and try again." and then prompts me to retry. I did this 5x and it never worked, however it did charge me credits each time I hit try again.