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. 🙏

[droopydog500]

Hello @tomer22214829ohx9,

Thank you for your message. 

The system has been changed so that 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.

My best,
    droopy

[G376232366fco]

I got charged 625 credits on use of Ray 3 no video just a still image, may I be credited back please? Thank you 

 

[droopydog500]

Hello @G376232366fco,

It is not instantaneous, but credits are now being re-added back on failures. Credits are immediately deducted when you press generate, but if it fails they are restored. I just tried it with Ray 3 (with an induced error) and the credits were restored after the failure message was displayed.

    droopy

[patriciak80759834]

ich habe zweimal einen Prompt eingereicht (Pika) a 250 Punkte und beide Male wurde seitens Firefly abgebrochen (Fehler), aber die Punkte wurden meinem Konto belastet.

Ich bitte um Rückbuchung. 

[droopydog500]

Hello @patriciak80759834,

Thank you for your message. 

Generative AI credits are deducted at the time you press the generate button. However, if there is a generation failure, they are now restored after the failure. The return of the credits is not necessarily instantaneous, it might take a few moments.  I have tested this on various failure types and have seen the credits restored.

Thanks,
    droopy

[gonzalo_9696]

No genero lo que le pedi y me cobró los créditos. La generación de video no funcionó pero me quito los créditos

[Kartika Rawat]

 Hi gonzalo_9696!

Sorry about that. Are you seeing any error message? Please note that each video generation, even when using the same prompt or settings, consumes credits as the system processes a new render each time.

Let us know.

Thanks, 

^KR

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[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

[jeremyk60771984]

Is there a way to recover credits that are taken when firefly does not generate the video?

[droopydog500]

Hello @jeremyk60771984,

Thank you for your message. 

They should be returned to your account, but it is not necessarily instantaneous. They are deducted as soon as you press the generate button and they are credited back after a failure to generate.

Thanks,
    droopy

[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.   

[Digital23680175tey2]

Hello,

I would like to report an issue with credit consumption.

I attempted to generate two images using Gemini 3 (w/ Nano Banana Pro). A total of 80 credits were deducted from my account, but no images were generated. Instead, I only received the following error message each time:

“An error occurred. Please try again later.”

I understand that 80 credits is not a large amount, but if I attempt the generation again, I risk losing additional credits with no output. Frankly, I do not intend to lose a significant portion of my credits due to repeated system errors.

Could you please advise whether these credits can be refunded or restored, and whether this issue is already known on your side?

Thank you for your assistance.

[marcu78473883]

My credits got deducted and i havent got any resault, just an error message, and I lost almost all my 4000 credits because i didnt saw it was deducting me and i kept trying to use your product.

Please refound my credits

[nihar_4738]

I was generating video using Firefly tool. I got server error multiple times. For first few errors, credits were not deducted. But when I tried to create video again with SORA 2 AI, I got same server error on screen, but still 360 credits got deducted. You can check my generation history of yesterday evening around 4:30 PM- 5:00 PM (7th Jan 2026). 

[chadr6105833]

I wrote a prompt and hit generate and nothing happened. I kept hitting generate about 10 times. I hit another button then all of the sudden a ton of videos started to generate using up all my credits. Also displaying the message "Sorry, our servers are melting right now.

Too many people are generating - standby and we'll be back soon."

I want my credits back as I just wanted one test try and ended up getting a ton because your site got stuck.

Chad Reddell

[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. 

[Himanshu_Koranga2180]

I am genrating the image and video but some time it din't genrate the image or a video but my credit are deducting automaticly.
please help me out with this.

With regards

Himanshu

[Kartika Rawat]

Hi Himanshu!

Thanks for reaching out. Are you seeing any error message? If so, could you share the screenshot of that? 

Let us know.

^KR

moved to discussions

[Yellow Cat Design]

I received the error "Something went wrong, please try again later". So I tried a couple of times again, but I still received the error. When I checked my credit balance, I could see the credits had been used each time despite the error. This was using the Ray2 model with loop enabled and a first frame uploaded (see attached screenshot).

How can I get my credits refunded and how can I avoid this happening again?

Platform Mac OS 26.1 (25B78)

[Kartika Rawat]

Hi Yellow Cat Design!

Sorry about the issue. Could you share a prompt to test? 

Let us know. Happy to investigate.

Thanks,
^KR

moved to discussions

[Yellow Cat Design]

Hi, I’m afraid that when I logged back in to Firefly today, all my historical prompts and videos are missing. Shouldn’t they be there? Is that another error?

I think the prompt was this, using Ray2 with the loop option checked and the attached image set as the first frame:

Cinematic wide shot of a construction site at sunset, based on the uploaded image. Silhouetted workers on scaffolding with rebar rods, large open sky area on the left for headline text.
Camera locked-off on tripod (no pan/tilt/dolly/zoom). One continuous shot.
Create a true seamless loop with no fades or dissolves:
– slow, smooth cloud movement in the sky (continuous, gentle)
– subtle drifting dust/haze near the scaffolding
– very minimal worker motion only: slight weight shift, small head turn, brief hand gesture (no walking).
The loop must feel like one continuous video: no fade-to-black, no crossfade, no reverse camera movement, no jump cuts. Lighting and exposure stay constant (no flicker).
No logos, no readable text, no close-ups.



Mark Bird
Owner

personal info removed by mod

[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 

[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