Topaz crashed while uploading to Starlight - can I get my credits back?

Topaz Video AI Bugs and Issues
1

[If you are posting a new bug, please include the following]

  1. The bug / behavior you have encountered - Topaz crashed while uploading to Starlight but had already taken the credits. On re-starting Topaz, there was a message saying “Trying to upload” for a while, then “The System has encountered errors” Later clips have been processed without issue as was the same clip when re-uploaded but I think I’ve paid to process the one clip that wasn’t processed.

  2. Your system profile - Model Name: MacBook Pro
    Model Identifier: MacBookPro18,2
    Model Number: MK1A3B/A
    Chip: Apple M1 Max
    Total Number of Cores: 10 (8 performance and 2 efficiency)
    Memory: 32 GB
    System Firmware Version: 11881.121.1
    OS Loader Version: 11881.121.1
    Serial Number (system): WQ3V24HQ3J
    Hardware UUID: 4E2E5FAE-263E-5780-AA42-6F9F046145CD
    Provisioning UDID: 00006001-0018294A1A42401E
    Activation Lock Status: Enabled

  3. Your log files (Help > Logging > Get Logs for Support)
    2025-06-09-13-20-28-Main.tzlog (79.4 KB)

  4. Any screenshots as necessary

    Screenshot 2025-06-10 at 07.35.59
    Screenshot 2025-06-10 at 07.35.591920×1241 81 KB

[Please be sure to have searched for your bug before posting. Duplicate posts will be removed.]

2

The cloud credits have been rolled back to your account as the processing failed due to a connection issue. When this happens the system rolls the credits back to your account, you will need to relaunch the app to see the credit total update.