La génération de vidéo firefly bug et consomme des credits

je genere des videos avec firefly, ca me met un message d’erreur et ca consomme mes credits !

Participant

It’s not true because i have the same problem, when there is an error not specified ( try later) it deducts credits and doesn’t refund!

Community Manager

Hi marcoc30405564,
Thanks for reporting this.

If you encounter this behavior again, please share a short recording that includes:

Your credits balance before generation
The error occurring
The balance after the error
The balance after refreshing the page
A check of the Generation History section to confirm whether the output was saved there

Providing these details will allow us to raise the issue to the appropriate team for further investigation.

Hajar

Community Manager

Hi ANTOINE38,
Thank you for reaching out.

I want to clarify how credits are handled in Adobe Firefly

Credits are deducted immediately when you click “Generate.”
If the generation fails and you see an error, the credits are automatically refunded after the error occurs. This applies to all errors, there are no exceptions.
If you notice that credits were not returned after an error, this usually indicates that a generation did complete successfully. In that case, you can check under Your Stuff > Generation History to see if the video was stored there.

I recommend reviewing your Generation history to confirm whether any outputs were saved.

We also need you to share the following:

A Full Screenshot: Please provide a screenshot of your entire browser or application window, including your avatar in the upper right corner. Many errors have multiple causes; seeing the full context is much more helpful than a zoomed-in image of the error message alone.
System Details: Specify your Operating System (OS) and Browser (including version numbers).
Workflow Context:
- Which Firefly function were you using? (e.g., Firefly Boards, Text to Video, etc.)
- Which model was selected? (e.g., Veo 3.1).
- The full prompt you were using.
- Copies of any reference images, keyframes, or original images used.

Let us know once you have the details, we’re here to help.

Hajar

[Moved to questions]

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