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Short answer: You were not charged. A failed ad shows in My ads as Failed · not charged, and the credits stay in your balance.
  • Run it again first. A retry costs nothing.
  • Fails twice? Try a different Style.
  • Still failing? Update the product, or make the ad shorter.
  • Keeps failing across Styles? Contact support.
An ad that does not finish shows in My ads as Failed · not charged.

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You were not charged

That label is the whole of it. A generation that errors out does not use your credits — they either never leave your balance or they come back to it. You do not need to ask for a refund and there is nothing to claim. Check the credits panel at the bottom left if you want to confirm the number is where you expect.

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What to try next

1

Run it again

Make the same ad a second time before changing anything. You are not paying for the attempt that failed, so a retry costs you nothing but the wait.
2

Try a different Style

If the same product fails more than once on the same Style, try another. Some products give a Style less to work with than others. Choosing a Style.
3

Look at the product

Open the product in Products. If the claims read oddly, or the photos are thin, fix your product page, then add the product again under the same name. The saved one updates with what is on the page now. Ads are built from what was read off the page, so a weak page makes a weak ad and sometimes no ad.
4

Shorten it

If you asked for 30 seconds, try 15. There is more to go wrong in a longer ad.

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If it keeps failing

If the same product fails several times across different Styles, stop retrying and contact support. Say which product it is and roughly when you tried. That is faster than working through the list again, and it tells us something we need to know.

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Ads stuck on Making

An ad that never finishes is a different problem from one that failed. See how long an ad takes.