If a generation fails with an error, your credits are generally returned automatically after the system finishes processing the failure.
This is different from a generation that completes successfully but produces a low-quality or unexpected result.
Two different cases
Case 1: The generation failed
the project shows an error or failed status
the output was not completed
credits are usually returned automatically
Case 2: The generation completed, but the result looks wrong
the project finished successfully
the output exists, but the quality is not what you wanted
this is treated differently from a technical failure
What to do if your generation failed
Open the project and confirm whether it failed or completed.
Check your current credit balance.
Wait a short time in case the credit update is still processing.
If the credits do not return, contact support with the project ID or project link.
What to do if the result completed but looks wrong
If the project finished and you received an output, the issue is usually not treated as a failed generation. In that case, the best next step is to troubleshoot:
source image or source video quality
prompt clarity
model choice
duration
tool selection
input compatibility
If the output is clearly broken or unexpectedly poor, you can still contact support.
Please include the project ID and explain what you expected versus what happened.
When to contact support
Please contact support if:
the project failed and your credits did not return
the project failed multiple times in a row
you were charged repeatedly for errors
you are not sure whether the project failed or completed
the result completed, but appears technically broken rather than just low quality
What to include in your message
Include:
the project ID or project link
the tool you used
whether the project shows failed or completed
whether your credits already came back
what you expected to happen
Related links: