Hi everyone,
I am posting here because standard Google front-line support does not have the tools or visibility to handle AI token balances and refused to escalate my ticket.
A glitch in Google Flow caused my generation to fail, but the credits were permanently deducted from my balance. The automated backend sync failed to restore them.
Here are the details of the issue:
- Product: Google Flow
- Approximate Date/Time of Incident: 8/24/2026 2:27PM CDT
- Credits Lost: 80
- Subscription Tier: PLUS
- Error Message Seen: No error, just generates the same exact video no matter the prompt
- What happened:
The generation encountered a system glitch and failed to complete. Normally, the system auto-refunds failed tokens, but it has been several hours and the credits have not been returned to my balance. Standard support agents looked for standard cash/billing transactions and told me “credit refunds do not exist” because they cannot see Labs product token balances.
Can a Community Manager or Google Labs Engineer please look into this backend sync error and manually reconcile my credit balance?
Thank you!