Troubleshooting & FAQ

Find solutions to common issues and answers to frequently asked questions.

Login Issues

Not receiving verification code?

  1. Check spam/junk folder - Verification emails sometimes get filtered
  2. Wait 30 seconds - Codes typically arrive quickly but may take a moment
  3. Verify email address - Make sure you entered it correctly
  4. Request new code - Click "Resend Code" to get a fresh one
  5. Check email service - Ensure your email provider isn't blocking Solixync

Code not working?

  • Use the latest code - If you requested multiple codes, only the most recent one works
  • Check expiration - Login codes expire after 2 minutes, registration codes after 10 minutes
  • No spaces - Enter just the 6 digits without spaces
  • Numeric only - Codes contain only digits 0-9

Can't access my account?

If you've lost access to your email:

  • Contact support with account details
  • Provide proof of account ownership
  • We'll help you recover or transfer your account

Upload Issues

Upload failed?

Check these common causes:

Issue Solution
File too large Keep images under 20 MB
Wrong format Use JPEG, PNG, or WebP only
Image too small Check platform minimums (500-2000px depending on platform)
Network error Check internet connection, try again

Upload is slow?

  • Large files - Compress images before uploading
  • Many files - Upload in smaller batches
  • Connection - Check your internet speed
  • Browser - Try a different browser or clear cache

Reached upload limit?

  • Free tier: Maximum 5 images per batch, 20 images per month
  • Paid tier: Maximum 500 images per batch (background processing for 51+ images)
  • Solution: Upgrade to paid plan for higher limits

Processing Issues

Processing stuck?

  1. Wait a moment - Large batches take time
  2. Check dashboard - View progress in Active Batches
  3. Refresh page - Sometimes the UI needs to update
  4. Background processing - For 50+ images, processing continues in background

Processing failed?

Common reasons for failed images:

Reason Solution
Image corrupt Re-upload the original file
Product not detected Ensure product is clearly visible
Complex background Try an image with simpler background
Unusual dimensions Crop to more standard proportions

How to retry failed images?

  1. Open the batch detail view
  2. Find failed images (marked with red indicator)
  3. Click "Retry" on individual images or "Retry All Failed"

Download Issues

Download not starting?

  • Pop-up blocker - Allow pop-ups from Solixync
  • Browser issue - Try a different browser
  • File size - Large ZIPs may take time to prepare

ZIP file won't open?

  • Incomplete download - Re-download the file
  • Extraction tool - Use built-in OS tools or 7-Zip
  • Corrupted file - Contact support if issue persists

Missing platform versions?

  • Ensure you selected that platform when creating the batch
  • Some images may have failed for specific platforms
  • Check batch details for per-image, per-platform status

Quality Issues

Background removal not clean?

For best results:

  1. Use high-quality source images - Higher resolution = better detection
  2. Good lighting - Even lighting helps AI detect edges
  3. Clear product boundaries - Products should stand out from background
  4. Simple backgrounds - Complex backgrounds are harder to process

Product looks wrong after processing?

Try manual adjustment mode:

  1. Switch image to Manual Mode
  2. Adjust rotation, scale, and position
  3. Use brightness/contrast for better visibility
  4. Preview with platform overlays before processing

Images look pixelated?

  • Source too small - Start with larger source images
  • Excessive scaling - Don't scale beyond 2-3x
  • Platform requirements - Some platforms need high-resolution images

Account & Billing

How do I upgrade?

  1. Go to Settings > Subscription
  2. Choose a plan
  3. Complete payment

How do I cancel?

  1. Go to Settings > Subscription
  2. Click "Cancel Subscription"
  3. Access continues until end of billing period

Can I get a refund?

Contact support for refund requests. Handled case-by-case.

How do I update payment info?

  1. Go to Settings > Subscription
  2. Click "Update Payment Method"
  3. Enter new details

FAQ

What image formats are supported?

JPEG, PNG, and WebP.

What's the maximum file size?

20 MB per image.

How many images can I process at once?

  • Free tier: 5 per batch, 20 per month
  • Paid tier: Up to 500 per batch (51+ processes in background)

How long are my images stored?

All batches are stored for 7 days regardless of plan. Download important images promptly.

Can I edit images after processing?

No, but you can reprocess with different adjustments by creating a new batch with the same source images.

Which platforms are supported?

Amazon, Etsy, Shopify, eBay, and Pinterest.

What's the difference between Auto and Manual mode?

  • Auto: AI positions your product automatically
  • Manual: You control rotation, scale, position, brightness, contrast

How does background processing work?

For batches over 50 images:

  1. Processing happens in the background
  2. You can navigate away
  3. We email you when complete
  4. Find results in batch history

Is my data secure?

Yes. We use:

  • Secure HTTPS connections
  • One-time verification codes
  • Secure payment processing (Paddle)
  • No passwords stored

Still Need Help?

If you can't find your answer:

  1. Check other documentation - Browse the help sections
  2. Contact support - Use the support option in the app
  3. Email us at support@solixync.com - Reach out directly for complex issues

We typically respond within 24-48 hours.

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