Troubleshooting

Start by identifying the workspace, screen and action that could not be completed. Access, saving and capacity errors need different checks.

I cannot open a screen or only have read access

Check that you are in the right workspace and your membership is still active. Your role can differ between workspaces.

Ask an owner or administrator to review your access under Settings → Members. Billing and usage are limited to owners and administrators; changing Brand or managing keys also requires those roles. See Members and permissions.

If your session expired, sign in again and open the workspace from the selector. Do not share credentials to obtain access.

An invitation cannot be accepted

Confirm that the account has the invitation’s email address and that it is verified. Also check that the invitation has not expired or been canceled and that capacity remains to add the member.

A pending invitation reserves a seat. An administrator must cancel the original before replacing it. If the email did not arrive, ask the administrator: creating an invitation does not confirm delivery, and test transport may be simulated.

My changes will not save

For email designs, inspect the save indicator and use the available retry action. Keep a copy of your content before leaving if saving is not confirmed.

A revision conflict can mean another tab or person modified the resource. Reload only after retaining your work, compare it with the current version and reapply the necessary changes.

Saving a draft does not publish changes. If a send still uses old content, check which published version was selected.

An image will not upload or cannot be deleted

Check its format, size and available storage. The library supports PNG, JPEG, WebP and GIF; SVG is not supported.

An interrupted upload can temporarily retain reserved storage. Use the available retry action before starting new copies.

If Brand, drafts, publications or emails reference the image, it cannot be deleted. Archive it to remove it from pickers without breaking existing uses.

An email design will not publish or an email will not send

Check email details, authorization for the exact sender address, and image availability. An invalid variable or URL can also prevent publication or sending.

Sending additionally requires the product’s assignment, validity and quota. A prepared email design and sender do not replace those conditions. Marketing also checks consent and unsubscribes.

Follow the Email activity guide to query status and events through the API during beta. An uncertain send status is not a signal to repeat it: first inspect its events and original outcome.

Collect details for investigation

Record the workspace and resource identifiers, UTC time, attempted action and exact message. Hide secrets and unnecessary personal details in any shared screenshots.

Do not delete resources to unblock a counter or change plans expecting usage to reset. Review Billing and usage and preserve the state so it can be investigated.