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Support
Common problems and fixes
Before contacting support, check whether your case is here. Each answer links to the page with the full step by step.
First, try this
- Reload the page (F5).
- Use an up-to-date Chrome or Edge on a computer.
- Sign out and sign in again.
- Before reloading the editor, download your work with Save (.bordado).
Common problems
I was sent to the Subscription page and can’t use the dashboard.
Your trial or subscription ended, or a payment is pending. Choose a plan or update your payment. See Plans and payment.
I forgot my password.
On the sign-in screen, use Forgot password. See Sign in and reset your password.
The text shows up in the wrong font.
The font used in the design isn’t loaded on this computer. See Text and fonts.
The design doesn’t fit the hoop.
Reduce the size, choose another hoop or create one with your machine’s measurements. See Size, position and hoop.
The machine won’t read the file.
Check the format (PES, JEF or DST) and the hoop size. See Save and export.
I can’t save to the server because there’s no space.
Your quota is full. See Storage space.
The editor says my session expired.
Download your work with Save, reload the page and sign in again.
The DST opened without colors.
The DST format doesn’t store colors. See DST, PES, JEF and .bordado formats.
I paid and access didn’t come back.
Some payment methods unlock access only after they clear. See Plans and payment.
My website won’t open.
Check that Publish site is checked in My website. See My website.