Why a generation fails, and what happens to the credits

The first reason is us or the model being down: a queue times out, a file does not come back. Nothing was produced and nothing should be charged, so the credits are returned automatically within 60 seconds and the refund shows up as its own row in your credit history. You do not open a ticket for this.

The second is the prompt hitting a safety filter. The generation is refused rather than failed, and the refusal comes back as an error you can read instead of a silent empty box. Rewording the shot is usually all it takes.

The third is not a failure at all: the generation worked and you did not like it. A retake is a new generation billed at its own price, because the model ran again in full. Nobody in this market absorbs that, and a company that says it does is either lying or pricing it in somewhere else.

The way to make this cheap is the way working directors do it: block the scene on a 4.73-credit model, and only re-run the shot that is actually wrong, not the scene around it.

Your plan sets how many generations run at the same time: 2 on Entry, 6 on Plus, 8 on Pro and Studio. An extra one past the limit waits its turn rather than failing.

Credits held by a generation in flight are subtracted from your balance while it runs, which is why the number can look lower than you remember. The billing page shows the held figure separately for exactly that reason.