Troubleshooting

Solutions for common issues you might encounter.

Login Problems

I can't log in

Symptoms: Login page shows error, password not accepted

Solution:

1. Double-check your email address
2. Try the "Forgot Password" link
3. Check if Caps Lock is on
4. Clear browser cache and try again

Still not working? Contact Support

I never received my login credentials

Symptoms: No welcome email, no account information

Solution:

1. Check your spam/junk folder
2. Verify the email address you provided
3. Contact your account manager

My account is locked

Symptoms: "Account locked" message after multiple failed attempts

Solution:

1. Wait 15 minutes
2. Try logging in again
3. Use "Forgot Password" to reset

Image Upload Issues

Image won't upload

Symptoms: Upload fails, error message appears

Solution:

1. Check file size (under 2MB)
2. Verify format (PNG or JPG)
3. Try a different browser
4. Reduce image dimensions

Image looks blurry

Symptoms: Uploaded image appears pixelated or fuzzy

Solution:

1. Use a higher resolution source image
2. Match the recommended dimensions
3. Avoid enlarging small images

See File Formats for size recommendations.

Transparency not working

Symptoms: Transparent areas show as white or colored

Solution:

1. Make sure you're uploading PNG (not JPG)
2. Verify the original has true transparency
3. Re-export from your design software as PNG-24

Preview Problems

Preview won't load

Symptoms: Preview area stays blank or shows loading forever

Solution:

1. Refresh the page
2. Clear browser cache
3. Try a different browser
4. Check your internet connection

Changes not appearing in preview

Symptoms: Made changes but preview looks the same

Solution:

1. Click "Save" or "Apply"
2. Refresh the preview
3. Clear browser cache
4. Wait a few seconds for changes to process

Preview looks different from what I set

Symptoms: Colors or images don't match your settings

Solution:

1. Check your monitor's color settings
2. Verify hex codes are entered correctly
3. Preview on different devices (variations are normal)

Saving Issues

Changes won't save

Symptoms: Save button doesn't work, changes disappear

Solution:

1. Check internet connection
2. Refresh and try again
3. Try a different browser
4. Contact support if persistent

Lost my changes

Symptoms: Saved changes reverted to old version

Solution:

1. Check if you were logged out
2. Verify you clicked "Save"
3. Contact support to check version history

Browser Issues

Dashboard doesn't display correctly

Symptoms: Layout broken, buttons missing, text overlapping

Solution:

1. Update your browser to the latest version
2. Try Chrome, Firefox, Safari, or Edge
3. Clear browser cache and cookies
4. Disable browser extensions

Recommended Browsers

Performance Issues

Dashboard running slowly

Symptoms: Sluggish response, long load times

Solution:

1. Close other browser tabs
2. Clear browser cache
3. Check internet speed
4. Try a different browser

Still Having Issues?

If none of these solutions work, Contact Support with:

• What you were trying to do
• What happened instead
• Any error messages
• Screenshots if possible