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Troubleshooting
Pencil Pro Troubleshooting
Why am I seeing templates that are not my brand?
Where has the template I just created gone?
Why am I unable to upload .psd files from my computer when I use the 'Import .psd' function?
Why can't I find my generated images in the asset library?
When working on a creative why can't I find all of my assets in the asset library?
Why isn't Pencil's text generation tool applying all the information from my Brand Library?
Why is a Creative Editor not automatically applying my brand skin?
Why am I getting a 'Something went wrong!' message when trying to open one of my templates?
Why isn't Pencil's image generation tool using the assets from my Brand Library?
How can I report a bug?
I'm not happy with my text or image outputs - what can I do?
Why isn't Chat to Ads generating video for me?
Why can't I see the layers in my video timeline?
Why is my packshot being replaced by an AI packshot?
Why does text added to one format appear in random positions across all other formats?
Why aren't my negative prompts working?
Why can't I access all models?
Why can't I generate more than one variation of an output?
I'm having issues with Magic Fill - what can I try?
I'm having issues with Smart Erase - what can I try?
I'm having issues with the Expand tool - what can I try?
My text generation is all in the chat - how can I format it?
How can I get my Results and Insights pages to populate?