Troubleshooting: blank screens, sign-in loops and other common problems
Try these first. If none of them helps, email help@xtensio.com with what you were doing, your browser, and a screenshot.
The page is blank, or I see “Server Error”
- Open Xtensio in a private or incognito window. If it loads there, the problem is something stored in your normal browser.
- In your normal browser, clear cookies and site data for xtensio.com, then sign in again.
- Turn off browser extensions that block scripts or ads, then reload.
This often happens after an account has been deleted or switched while it was still signed in on that browser. Clearing cookies fixes it.
It says I’m a guest, but it’s my account
You’ve been signed in as a guest on someone else’s team, or you have two accounts. Check the email shown in your account settings, then choose your own team from the list of teams at the top of the menu under your initials. See Switch between dashboards.
I paid, but still see Free features or watermarks
You’re most likely signed in to a different account from the one you paid on. Sign out and back in with the email on your receipt. See I’m being charged but can’t find the account.
My export looks different from the editor
- Make sure every image has finished loading before you export.
- Very long sections may be split across pages. Shorter sections export more predictably.
- See Customize your folio for print for page size and margins.
My work disappeared
If you deleted it, open Trash from the menu under your initials and restore it from there. If it’s there but content is missing, open the deliverable’s Revision History to go back to an earlier version. See Delete and recover deliverables and Revision history.
Related: Signing in · Languages and translation · Things Xtensio doesn’t do yet