Troubleshooting

Running into issues? Here's how to solve the most common problems.

Generation Issues

Generation is taking too long

Normal generation takes 30-60 seconds. If it's taking longer:

1. Check your internet connection. Slow or unstable connections can cause delays.
2. Complex content takes longer. Multi-slide carousels and detailed infographics need more processing time.
3. Try refreshing. If it's been more than 2 minutes, refresh the page and try again. Your credits won't be charged for failed generations.

Generation failed or errored

If generation fails completely:

1. Try again. Temporary issues happen—a second attempt often works.
2. Simplify your content. Very long or complex content can sometimes cause issues. Try with less text.
3. Check your content format. Unusual characters or formatting might cause problems. Try pasting as plain text.
4. Clear browser cache. Outdated cached files can cause issues. Clear your cache and try again.

The visual doesn't match what I asked for

1. Be more specific. Instead of "make it better," try "make the headline larger and the background darker."
2. Break it down. Make one change at a time rather than multiple changes in one request.
3. Use editing. After generation, use the edit feature to refine. Just describe what you want changed.
4. Try regenerating. Sometimes a fresh generation with slightly different wording works better.

See our prompt best practices guide for tips on getting better results.

Upload Issues

Document upload not working

1. Check the file format. Supported: PDF, Word (.doc, .docx), PowerPoint (.ppt, .pptx), text files (.txt).
2. Check file size. Maximum upload is 25MB. Larger files need to be split.
3. Try a different browser. Some browser extensions can interfere with uploads.
4. Check if the file is corrupted. Try opening the file locally to make sure it works.

URL extraction not working

1. Verify the URL is public. Pages behind login walls can't be extracted.
2. Try the full URL. Include https:// at the beginning.
3. Check if the site blocks scraping. Some sites prevent content extraction—copy and paste the text directly instead.
4. Wait a moment and retry. Some sites have rate limiting.

Content extracted incorrectly

1. Try a different URL. Sometimes the homepage or a different page works better.
2. Copy-paste instead. Select the content you want and paste it directly—this gives you full control.
3. Clean up the text. After pasting, remove any unwanted headers, footers, or navigation text.

Display Issues

Visuals look blurry or low quality

1. Download the original. The preview may be compressed—downloaded files are full resolution.
2. Check your plan. Free plans have standard resolution; paid plans include 4K output.
3. Zoom in on the preview. Use the zoom controls to see the actual quality.

Layout looks wrong on my screen

1. Try a different browser. We recommend Chrome, Firefox, Safari, or Edge.
2. Check your zoom level. Browser zoom can affect how layouts appear.
3. Resize your window. Some layouts adjust based on screen size.

Colors don't match my brand kit

1. Verify your brand kit. Check that the correct colors are saved in your brand kit settings.
2. Re-apply the brand. Try selecting your brand kit again before generating.
3. Check color format. Make sure colors are entered correctly (hex codes like #FF5500).

Account & Credits

Credits aren't updating

1. Refresh the page. Credit balances update on page refresh.
2. Wait a moment. After purchasing, it can take a few seconds for credits to appear.
3. Check your purchase. Verify the payment went through in your account settings.

Can't access my visuals

1. Make sure you're logged in. Visuals are tied to your account.
2. Check the right account. If you have multiple accounts, verify you're using the correct one.
3. Check your dashboard. All your visuals appear in the dashboard, sorted by date.

Login issues

1. Check your email. Make sure you're using the email you signed up with.
2. Try password reset. If you've forgotten your password, use the reset link.
3. Clear cookies. Sometimes clearing browser cookies resolves login loops.
4. Try incognito mode. This rules out browser extension conflicts.

Mode-Specific Issues

AI Chat isn't responding

1. Check your message. Make sure you pressed Enter or clicked Send.
2. Refresh and retry. Temporary connection issues can interrupt the chat.
3. Try simpler requests. Start with a basic request to verify the chat is working.

Browser Compatibility

Canvora works best on:

• Chrome (recommended) — latest version
• Firefox — latest version
• Safari — latest version
• Edge — latest version

Known issues:

• Internet Explorer is not supported
• Very old browser versions may have display issues
• Some browser extensions (especially ad blockers) can interfere with functionality

If you're having issues:

1. Update your browser to the latest version
2. Try disabling browser extensions temporarily
3. Try a different browser to see if the issue persists

Still stuck?

If none of these solutions work, reach out to our support team:

1. Click the help chat icon in the bottom-right corner
2. Describe your issue and what you've already tried
3. Include any error messages you see

We typically respond within a few hours during business hours.