Troubleshooting: common problems and fixes
This page gathers the most common problems, their cause and what to do. If your problem is not listed, contact support from the Contact page, describing the module and action involved.
Access and plans
- A module shows a padlock
- It requires a higher plan: the required plan is shown next to the module. Subscription: plan, tokens and payments
- The Logo Pack does not open other modules
- This is expected: it is a one-off purchase for one creation, not a subscription. Create your logo: describe, explore, choose, receive
- The interface is not in my language
- Change the language with the selector at the top of the screen or in settings. Account profile and settings
Tokens and payments
- Not enough tokens
- The cost is shown before each action. Top up (active subscribers) or wait for next month’s allowance. Tokens and top-ups
- Payment declined
- Update your payment method in the secure payment area opened from Subscription. Subscription: plan, tokens and payments
- Some tokens are unavailable
- Without an active subscription, tokens are kept but blocked; they become usable again on reactivation. Subscription: plan, tokens and payments
Creations and files
- A generation failed
- Items not delivered are not charged or are refunded; the token history shows it. Run the action again. Tokens and top-ups
- My file has a watermark
- Previews are watermarked; clean files depend on your plan or a purchase. Downloads: get your logos by project
- I cannot find a file
- Check the active brand: the library only shows its files. Library: all your brand files
- My SVG is blurry when enlarged
- The generator’s colour SVG embeds an image; true vector files come from the Logo Pack or the Vectorized Pro Logo. Which file for which use?
Frequently asked questions
How do I contact support?
From the Contact page. Give the module, the action and the approximate time of the problem.
Was a paid action charged twice?
Check the history on the Tokens page: every debit and refund appears there.