New users may encounter minor hurdles during onboarding, particularly when working with templates, credits, file uploads, and integrations. This guide outlines the most frequent onboarding issues and their solutions, helping users quickly start generating visuals without interruption.
Common Issues and Solutions
1. Template Not Loading or Showing Errors
Cause: Slow network, expired browser cache, or missing variables in the template
Solution:
Refresh the page or switch network
Reopen the template and check if variable names match the data
Clear browser cache if the same error persists
2. Credits Depleted or Not Available for Export
Cause: Workspace reached its credit limit
Solution:
Check remaining credits in the billing panel
Upgrade or purchase additional credits if needed
Restrict credit usage temporarily for team members with limited roles
3. Low-Quality Images After Export
Cause: Low-resolution uploads or incorrect logo formats
Solution:
Reupload high-resolution images
Use PNG or SVG for logos instead of JPG
Avoid stretching images beyond their original dimensions
4. Unable to Invite Team Members
Cause: Plan does not support team access or email invite restrictions
Solution:
Verify if your plan includes multi-user access
Confirm the email entered is valid and active
Reinvite the user or contact support if required
5. Integration Not Working with Google Sheets or Zapier
Cause: Incorrect API key or missing authentication permissions
Solution:
Regenerate API key in the account settings
Reconnect integration and reauthorize access
Verify required fields match the template variable names
Quick Troubleshooting Checklist
Task | Check |
|---|---|
Template error | Variable names, internet connection |
Export issue | Credits and media quality |
File upload problem | Supported file format and size |
Team invitation | Plan limits and email validity |
Integration failure | API key and field mapping |
Best Practices to Avoid Onboarding Issues
Use high-quality assets for logos and product visuals
Keep template variables simple and avoid long text
Monitor credits regularly during high production periods
Assign permissions carefully before sharing templates
Test one output before bulk generation or automation
Frequently Asked Questions
Can I test templates without using credits
Yes. Credits are only deducted when exporting or generating outputs.
What should I do if my export fails repeatedly
Check credits, resolution quality, and file format compatibility. If the issue persists, contact support.
If I change a template, will it affect previously created visuals
No. Only future exports are affected by template changes.
Summary
Most onboarding issues are related to credits, templates, media quality, integrations, or permissions. By following best practices and applying simple checks, users can quickly resolve common problems and start creating or automating visuals efficiently.