Troubleshooting
Resolve common issues and know which actions still need your judgment.
My changes are not saved
Check the cloud status. If it reports an error, keep the tab open and use Retry cloud save. Check your connection and sign-in state. If the app offers a backup for unsaved work, download it before reloading.
Text does not fit or is hard to read
Shorten the copy or enlarge its text box in Canvas editor. Check font size, line breaks and contrast. Review at phone size. A preview that reports an undersized text box needs a layout correction before export.
An image or clip cannot be imported
Open the source to check that it is still available. Try another candidate or upload a supported file. A saved URL is not the same as an imported asset. Check that media actually appears and plays in your draft.
The export fails or looks wrong
Keep the page open during export and retry after all media has loaded. Inspect the individual slide or timeline moment that fails. Try a shorter excerpt or simpler layout to isolate the problem. Exported detail is limited by the source image or video.
Understand loading feedback
Page-shaped placeholders appear while your workspace opens. Image, video, audio and style results show their own loading state. Existing billing activity and rendered slides remain visible during background updates. Upload and import controls indicate when their own action is running.
Describe a problem clearly
Assistant errors include a Reference ID. Include it when reporting a failed request; it identifies the generation attempt without sharing your prompt. If a refund needs review, check Wallet & billing and include that reference when requesting help. When requesting help, include the draft URL, slide number or timeline time, what you expected and what happened. A screenshot of the relevant controls helps. Avoid including credentials or private media you do not want to share.