Troubleshooting

Create with AI is taking a long time

A generation takes about a minute: the layout and text, then the picture, then placing the layers. Keep the screen open and the device awake — closing the tab abandons the run. If it says it’s taking longer than usual, it’s still working.

The generation failed

Nothing was charged: a failed generation uses no credits, and you come back to your answers with the error. Try Generate again, or simplify the description. If it keeps failing, use your own photo as the background, which needs no image generation at all.

My photo wasn’t added

If the upload failed, Piksio says so under the photo choices and the photo is not attached — generating now would make an AI picture instead. Choose the file again, or pick a smaller one.

The AI text came out wrong

Rewrite it. Every line the AI wrote is editable under Text on the result screen; keep the {{tags}} where each person’s details go. If the picture itself is the problem, Edit this picture changes one thing in it (and going back to an earlier version is free), or Regenerate makes a new one from the same answers.

Every recipient sees the fallback

The platform isn’t filling in the field, so Piksio treats it as blank.

• Check the field name in Use in email against your platform exactly. Many tools are case-sensitive (firstName is not firstname).
• Fields marked Custom field must exist in your platform. Each integration page links to how to create one.
• Some tools don’t fill fields in test emails (Mailchimp) or show raw tags in them (Omnisend). Preview a real contact instead.

The image is cut off or shows the wrong text after “&”

A value contained & or # and the platform didn’t URL-encode it, so the link ended early. Use a platform that encodes values (Klaviyo, Mailchimp, HubSpot), the Code output if you send from code, or keep those characters out of the field.

The image doesn’t appear at all

• Not saved yet: an image only has a link after its first save.
• lemlist: image links must end in .png; copy the link again from Use in email with lemlist selected.
• WebP in Outlook: many email clients don’t show WebP. Switch Render as to PNG (or GIF for animation).
• Paused: a paused image shows nothing in emails. Check for the Paused badge, and click Resume.
• Out of credits or over the daily cap: the link returns the design with its saved default values instead of the recipient’s. Everyone sees the same image, so if every recipient looks identical, check your credits and the image’s daily cap.

The map shows the wrong place

Google reads the address as written, so the more complete it is the better: 221B Baker Street, London NW1 6XE beats Baker Street. A recipient whose address field is empty gets no map at all — the layer is left out and that image costs 1 credit, not 2.

Recipients see an old version

The link always serves the latest saved version, but some email apps (such as Gmail) keep their own copy after the first open. New opens of new emails show the change.

The email wasn’t sent

• Apollo skips emails when a variable has no value, including one inside the image link.
• Amazon SES doesn’t send a templated email with a missing tag. Send every field, using an empty string when there’s no value.

The image looks blurry

Design at the size you’ll show it (or larger), and set the display size with width on the <img> tag. Piksio never enlarges an image past the design’s size. See Sizing.

Still stuck?

Use Test the link in Use in email: it shows exactly what Piksio received for each field and which value it used.