Troubleshooting

The chat isn't responding

• Check the top of the sidebar for a low-credits banner — if you're out of AI credits, edits will pause until the next cycle or an upgrade.
• Reload the page. Your work is autosaved and Design History preserves prior versions.
• If it still fails, email contact@graphicly.ai with a screenshot and the design URL.

An export is stuck on 'Exporting…'

• Wait 30–60 seconds. Multi-slide PDFs and large PNGs take longer than single-slide JPGs.
• If the spinner exceeds two minutes, close it and retry — exports are safe to retry.
• Persistent failures usually indicate an unusually complex design. Try exporting slides individually as PNG.

The preview looks different from an export

Exports mirror the editor exactly. If you notice a difference, refresh the design once and re-export — this is almost always a transient cache issue. If it persists, contact support with a screenshot of both.

I don't see my Brand Kit in a new design

Only the active brand kit is applied. Go to Brand Kits, make sure the right kit is marked as active, and start a fresh design. Kits don't retroactively apply to designs already created.

A restored version looks empty

Very early Version 1s of empty designs contain no content by design. Restore a later version instead — everything you produced is preserved.

My folder disappeared

Folders are per-section (Designs, Assets, etc.). Make sure you're on the same page where you created it. Folders are also not shared across accounts.

Something else

Email contact@graphicly.ai with what you did, what you expected, and what happened. Screenshots and the design URL help us resolve tickets fastest.