Troubleshooting Guide

Solution:

1. Go to the login page
2. Click "Forgot your password?"
3. Enter your email address
4. Check your email for password reset link (check spam folder!)
5. Click link and create new password

Still not working?

• Clear your browser cache and cookies
• Try a different browser or incognito/private mode
• Contact support with your username/email

Solution:

1. Log into your account
2. Look for "verify email" banner/notification
3. Click "Resend verification email"
4. Check your inbox (and spam!) for new link

Possible causes:

• Multiple failed login attempts (automatic security lockout)
• Terms of service violation
• Payment issue with subscription

Solution:

1. Check your email for notification explaining the issue
2. Wait 30 minutes for automatic unlock (if login attempts)
3. Contact support@pixerr.com for assistance

Common causes:

• Insufficient tokens (monthly or hourly limit)
• Leonardo API timeout or rate limit
• Network connection issue
• Prompt contains blocked words

Solutions:

1. Check token balance: Go to Dashboard and verify you have enough tokens
2. Wait and retry: Hourly burst limits reset every hour
3. Simplify prompt: Remove complex or potentially flagged words
4. Try different model: Use a fast model (e.g. Lucid Origin) to test
5. Check internet: Ensure stable connection

Why this happens:

AI generation typically takes 30-60 seconds. Leonardo API processes millions of requests and can occasionally be slow.

Solutions:

1. Wait up to 2-3 minutes before assuming it failed
2. Refresh the page and check your Image Gallery
3. If tokens were deducted but no image, contact support for refund
4. Try generating during off-peak hours (early morning US time)

Solutions:

• Improve your prompt: Check our AI Prompt Guide for tips
• Use better model: Flux Dev (15 tokens) produces highest quality
• Increase resolution: Select 1024x1024 instead of 512x512
• Upscale: Use the upscale feature to enhance existing images
• Add quality modifiers: Include "highly detailed", "professional", "4K" in prompt

Options:

1. Wait for reset: Tokens reset at start of billing cycle
2. Upgrade plan: Get more monthly tokens (Creator: 1,500, Pro: 4,500)
3. Use efficiently: Test with a fast model, finalize with Flux Dev or Lucid Origin

Note: Tokens do NOT roll over to next month—use them or lose them!

Common causes:

• URL is not publicly accessible or requires a login
• Source blocks non-browser user agents or hotlinking
• Image exceeds the 10 MB file size limit
• Link points to a HTML page instead of the raw image file

Solutions:

1. Verify the link opens directly in a browser tab and ends in .jpg, .png, or .webp
2. Ensure the link begins with https:// (HTTP is not supported)
3. Try downloading the image locally and uploading manually if the remote host blocks requests
4. Compress or resize the source image to stay under 10 MB

Why this happens:

• Pixerr converts unsupported formats (GIF, TIFF, etc.) to PNG before optimization
• WebP optimization generates 320/640/1024px variants for faster loading

Tips:

• Keep a copy of your original file for archival purposes
• Use the 1024px WebP variant for product previews—full-resolution original remains stored in your gallery folder
• If color shifts occur, try uploading the original PNG/JPG instead of using a converted format

Reason: You've reached your plan's product limit (Free: 12, Creator: 24, Pro: 48)

Solutions:

1. Delete underperforming products: Remove products with no sales/views
2. Upgrade your plan: Get more product slots
3. Optimize catalog: Focus on best-sellers rather than quantity

Checklist:

• Is product status set to "Published"? (not Draft)
• Does it have a valid price set?
• Is artwork properly assigned?
• Are all required fields filled out?

Solution:

1. Go to Dashboard → Products
2. Find the product and click Edit
3. Verify all fields are complete
4. Change status to "Published"
5. Save and refresh your shop page

Common issues:

• Design is cut off at edges
• Artwork is stretched or distorted
• Colors look different than original

Solutions:

• Use the product designer to reposition/resize artwork
• Ensure artwork is high resolution (1000x1000+ pixels)
• RGB colors may shift slightly when printed—this is normal
• Order a sample to see actual print quality

Why: Financial regulations require identity verification

Solution:

1. Check email from Stripe for verification request
2. Log into dashboard.stripe.com
3. Look for verification banner/notification
4. Upload requested documents (ID, business proof, etc.)
5. Wait 1-3 business days for review

See our Stripe Connect Guide for detailed help.

Payout timeline:

1. Customer purchases product
2. Printful fulfills order (2-7 business days)
3. Payout is calculated and sent to Stripe
4. Stripe transfers to your bank (1-3 business days)

Total: 10-17 days from sale to bank account

Check status:

• Log into Stripe Dashboard
• Go to Payouts section
• View status: "Pending", "In Transit", or "Paid"
• If "Paid" but not in bank, contact your bank

Common reasons:

• Incomplete verification
• Suspicious activity detected
• Outstanding document requests

Solution:

1. Check email from Stripe for explanation
2. Log into Stripe Dashboard for details
3. Provide any requested information
4. Contact Stripe Support directly (they handle account restrictions)

Reasons:

• Insufficient funds
• Card expired
• Bank fraud protection blocked transaction
• Incorrect billing information

Solutions:

1. Check with your bank/card issuer
2. Update payment method in Dashboard → Settings
3. Try a different card
4. Contact support if issues persist

Solution:

1. Go to Dashboard → Settings → Manage your creator plan
2. Ensure payment method is valid
3. Click "Change Plan" or "Upgrade"
4. Select new plan and confirm

Still not working?

• Clear browser cache and try again
• Try different browser
• Contact support with error message

What to do:

1. Check your subscription history in Settings
2. Verify charges in your Stripe dashboard
3. Email support@pixerr.com with:
   • Your account email
   • Date and amount of charge
   • Expected vs. actual amount
4. We'll investigate and refund if error confirmed

Your shop URL format: pixerr.com/shops/yourshopname

Troubleshooting:

• Verify shop name in Dashboard → Settings
• Ensure shop is set to "Public" (not Private)
• Check that you have at least one published product
• Try accessing from incognito/private browser window

Products appear in your store when:

• Product is marked as "Published"
• All required fields are complete
• Artwork is properly assigned

Solution:

1. Check product status in Dashboard → Products
2. Ensure product is set to "Published" (not Draft)
3. Refresh your store page after publishing
4. If still not appearing after 5 minutes, contact support

Common customer issues:

• Payment method declined (customer's bank issue)
• Browser compatibility (recommend Chrome/Safari)
• Pop-up blocker interfering with checkout

What to tell customers:

1. Try a different payment method
2. Disable browser extensions/pop-up blockers
3. Use incognito/private mode
4. Try on mobile device
5. Contact support@pixerr.com if issues persist

Quick fixes:

1. Refresh the page (Ctrl+R or Cmd+R)
2. Clear browser cache and cookies
3. Try a different browser
4. Check your internet connection
5. Disable browser extensions temporarily

Still slow?

• Check status.pixerr.com for known issues
• Report to support@pixerr.com with browser/device info

Solutions:

1. Refresh the page
2. Clear browser cache
3. Check if image exists in Image Gallery
4. If recently uploaded, wait 5 minutes for processing
5. Re-upload image if problem persists

Try these steps:

1. Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Log out and log back in
3. Clear browser cache completely
4. Wait 10-15 minutes—some data updates on delay
5. Try different browser to rule out caching issue

Contacting Support

Email: support@pixerr.com

Response Time: Within 24 hours (faster for Pro plan members)

When Contacting Support, Include:

• Your account email or username
• Detailed description of the issue
• Steps you've already tried
• Screenshots if applicable
• Browser and device information
• Error messages (exact wording)

Other Resources:

• Help Center: Browse all guides
• Getting Started: New user guide
• AI Prompts: Improve your artwork
• Stripe Connect: Payment setup help