Troubleshooting FAQ

Running into an issue? Check these common problems and solutions before reaching out to support. Most issues have a quick fix.

I Can't Log In

• Wrong password: Click Forgot Password on the login page to reset it. Check your spam folder if the reset email doesn't arrive within 2 minutes.
• Account locked: After 5 failed login attempts, your account locks for 15 minutes. Wait and try again, or reset your password.
• Browser issue: Clear your cookies and cache, then try again. If you're using a VPN, try disabling it temporarily.

My Gallery Won't Upload

• File too large: Individual images must be under 50 MB each. If you're uploading TIFFs, convert to high-quality JPEG first.
• Unsupported format: creavio supports JPEG, PNG, and WebP. RAW files are not supported for gallery uploads.
• Slow upload: Large galleries (500+ images) work best on a wired internet connection. Uploads resume automatically if interrupted.

Client Says They Didn't Receive My Email

1. Check Communication > Email Log to confirm the email was sent.
2. Look at the delivery status — if it says "Bounced," the email address may be invalid.
3. Ask the client to check their spam/junk folder and add your sending address to their contacts.
4. Set up a custom sending domain for better deliverability (see Email Deliverability article).

My Calendar Isn't Syncing

• Go to Settings > Integrations > Calendar and reconnect your Google or Apple calendar.
• Calendar sync runs every 5 minutes. Give it time after reconnecting.
• Ensure you haven't revoked creavio's access in your Google account permissions.

Invoice Payment Failed

• The client's card may have been declined. They'll receive an automatic notification to update their payment method.
• Check the invoice in Finances > Invoices for the specific error code.
• If the client says they paid but the invoice still shows unpaid, check for a pending payment that hasn't settled yet.

Pages Loading Slowly

• Clear your browser cache and disable unused extensions.
• Check creav.io/status for any ongoing platform issues.
• If only gallery pages are slow, your images may be very high resolution — creavio auto-optimizes on upload, but previously uploaded images may need reprocessing.

Still Stuck?

Contact support at support@creav.io or use the live chat in the bottom-right corner of your dashboard. Include your browser, a screenshot, and steps to reproduce the issue for the fastest response.