Fire fly crashing

[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? I was told by an online Webchat agent that the corrupt file would be on "my stuff" well it's not. Only the generated content is there. He said Adobe can track all generated content. So why can't they see the content that crashed? There is a significant issue with firefly and it crashing and using up customers credit. Publicity will have more negative effects on Adobe than reimbursement of credits. 

[Kartika Rawat]

Hi alasdair_2476!

Thank you for sharing your concerns. We understand how frustrating it is when a Firefly generation fails but still uses credits, especially as a paid subscriber. We sincerely apologize for this experience. While Firefly is generally stable, generation failures can occur due to system load or processing issues. Credits are currently consumed when a generation request starts, even if it does not complete successfully. However, generation fails due to technical issues, credits return in that case. Completed generations appear in Your Stuff, but failed or interrupted generations may not be saved or visible due to technical limitations.

We appreciate your feedback and your continued trust in Adobe.

^KR

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