Troubleshooting

Resolve common sign-in, file, sharing, billing and workspace problems.

Reviewed 16 October 2026. Available controls depend on your role, plan and service configuration.

Upload fails or format is rejected

Check that the file is non-empty, at most 25 MB, and one of the formats in Supported file formats. ZIP and native design files are unsupported. Re-export damaged files, invalid JSON or active SVGs from the original tool; changing the extension does not fix content. Check your role, the owner’s active plan and storage/file limits. Avoid repeated uploads while one is still in progress.

Image missing or SVG not previewing

Use an approved PNG, JPG/JPEG or WebP for covers, introduction images and logo previews. SVG originals are download-only; GIF/PDF/video/font files are not supported image selections. Confirm the asset is from the current brand and has not been deleted or rejected. Reload after approval. A format label in the library is expected for a download-only file.

Cannot edit or see a change

Confirm your role and the owner’s active subscription. Viewers cannot edit. An editor’s saved draft is not published content. Save before navigation, then check approval status. On a revision conflict, copy your proposed changes, refresh and compare before retrying. Chapter review and certain settings controls are not yet exposed in the UI; contact support rather than searching indefinitely for a missing button.

Invitation or shared link does not work

Use the invited email address, verify it, and check that the invitation is not expired or revoked. The inviter should check seats and permitted roles. Restricted links require existing membership. Public links can be revoked, replaced or unavailable when the owner’s entitlement changes. Ask the owner for the current link; do not share account passwords.

Payment pending, access limited or cancellation fails

Return to Plan & billing and use Refresh payment status. Review the provider’s transaction and avoid duplicate payments. Past-due or expired status can limit editing while existing assets remain downloadable where access permits. A cancellation/deletion can be blocked by provider failure or another open subscription. Contact support before cancelling or retrying destructive actions.

Sign-in or verification is blocked

Check email spelling, spam folders, the latest verification message, your security challenge and automatic device time. Use an unused recovery code if the authenticator is unavailable. A rate-limit message means wait for the indicated period; refreshing or opening repeated attempts will not help. Read Account & sign-in and Security & recovery for the relevant flow.

Page will not load or notifications seem stale

Check your connection, reload once and try a current browser. A starting-service message may clear after the indicated retry period. If the issue persists, report the time, page and exact message. Notifications refresh while the workspace is visible; a provider billing status may take additional time to sync. Try again after a feed error.

Get targeted help

Use Contact with the affected workflow and exact error. Remove private tokens from URLs and sensitive information from screenshots. Ask for an accessible alternative if the page prevents you completing a task. Never send secrets. See Privacy, accessibility & support for the contact form, direct email and feature requests.