Ciyo · Credit help
Ciyo Credits After a Failed Generation: What Gets Returned?
A generation fails, but your balance does not return to where the conversation began. That can be confusing when the agent planned the design before starting an image or video. Ciyo's pricing policy separates those two kinds of work.
We checked the public pricing policy on November 3, 2026 and the ordinary task-status and balance controls in the development canvas. The timeline below is an illustration, not a deliberately failed paid transaction or a measurement of refund speed. Here is how to understand the difference and what to save when a charge needs checking.
Quick answer: the failed generation's credits are returned
Ciyo says a failed generation automatically returns that generation's credits. Earlier completed agent work is not reversed. Your final balance can therefore remain below the balance before the conversation without the failed media generation retaining its charge.
First check whether the generation actually reached a failed state. A task that is still running, a disconnected browser, or an output you dislike is a different situation. Do not start several retries just to see whether the balance changes. Each new attempt can create additional work.
Separate agent work from media generation
A conversational design request can contain planning, reasoning and a media operation. The pricing page says agent work can consume credits separately. Opening tools, changing settings and housekeeping are described as free; that does not make an agent's substantive planning free.
For example, the agent might turn your offer into a brief and then request a video. If that video generation fails, the media-credit return does not erase the completed brief. Judge each operation by its status instead of treating the whole conversation as a single image charge.
A balance timeline with illustrative numbers
Suppose a fictional account starts with 100 credits, completes 3 credits of agent work, and starts a 20-credit generation that later fails. Returning those 20 credits produces a balance of 97, not 100. These numbers explain the policy; they are not a price quote or an observed customer receipt.
Concurrent tasks, another browser tab and additional completed work can make a real balance harder to reconcile. A balance snapshot alone cannot identify which task caused a change. Keep the task and time alongside the number.
| Event | Change | Illustrative balance |
|---|---|---|
| Start | — | 100 credits |
| Completed agent work | −3 | 97 credits |
| Generation charge | −20 | 77 credits |
| That generation fails and its credits return | +20 | 97 credits |
Check the task before repeating it
Open the original project and read the generation result or error. Note the model, requested output and approximate start time. If it is still working, let the current attempt resolve before deciding whether to run another one. A page refresh is not evidence that a server-side generation failed.
Record the balance you can see, but avoid attributing a change to one operation while other work is running. We have not established a universal refund delay, so this guide does not ask you to wait an invented number of minutes. If the status and balance remain inconsistent, preserve the evidence for support.
Know which outcome you are reporting
An error or failed generation is different from a successful image with poor lettering, an unsuitable composition, or a video you decide not to use. The automatic failed-generation rule does not establish a satisfaction guarantee for every completed output.
A credit return is also different from a cash refund. Ciyo's current pricing page says credits do not expire, are non-transferable, and unused credits are not refundable for cash. Keep those concepts separate when describing the issue.
| What you see | Useful next step |
|---|---|
| Generation still running | Follow that attempt; avoid duplicate retries |
| Generation reports failure | Check its status and credit return |
| Completed output has a quality problem | Describe the output issue; do not relabel it as a failed task |
| Unused credit balance | Consult the separate cash-refund policy |
Prepare a support report that can be checked
Use the canvas's Contact support control and include the project, model, approximate time with time zone, visible status and relevant balance observations. A screenshot of the error is more useful than a statement that the entire conversation cost too much. Leave payment details, passwords and unrelated project material out.
For a solo creator, checking one attempt before retrying keeps the history understandable. For a team, nominate one person to collect the task details so several people do not start replacement generations at once. This is a diagnostic workflow, not a promise about support response time or a particular account adjustment.
Project: [project link or title]
Model and output: [model, image/video settings]
Started: [date, time, time zone]
Visible task status/error: [exact wording]
Balance observations: [amount and time for each observation]
Other tasks running: [yes/no/unknown]
Question: Please check whether this generation reached failure and whether its generation credits were returned.Questions about failed-generation credits
Why did my balance not return to the conversation's starting point?
The failed generation's credits return, while earlier completed agent work remains charged. Other concurrent work can also change the balance. The illustrative timeline shows why the two balances can differ.
Does an image I dislike count as a failed generation?
A completed output with a quality problem is different from an operation that reports failure. Describe its actual status and output; the automatic failed-generation policy does not establish a general satisfaction refund.
How quickly do the credits return?
The public policy says the return is automatic. We have not verified a universal delay and do not promise one. Save the task, time and visible balance if the result needs checking.
Is this a cash refund?
No. Returning generation credits restores credits. The public pricing page separately says unused credits are not refundable for cash.
Check the current policy before your next run
Review the media quote and account for any separate agent work. Keep one task's status and details together when you need help.