Troubleshooting
Find the message or symptom you see, then follow the fix. Messages are shown as the app words them. Design apps show the service’s text as it comes.
Billing and plan changes are owner-only. If you aren’t an owner, the message says “Ask an owner of your organisation.” Pass it on to them.
Runs that won’t start
Section titled “Runs that won’t start”| Symptom | Cause | Fix |
|---|---|---|
| “Your trial has ended. Subscribe on the Billing page to keep making formats.” | The 14-day trial is over. | An owner subscribes on the Billing page. See Plans and billing. |
| “You’ve used all 80 trial formats. Subscribe on the Billing page to keep going.” | The trial’s formats are all used. | An owner subscribes. |
| “This run needs {n} formats and your trial has {m} left. Choose fewer formats, or subscribe on the Billing page.” | The run is bigger than what’s left in the trial. | Tick fewer brands, or subscribe. |
| “Add a card to unlock 60 more trial formats. There’s no charge. Do it on the Billing page.” | A free-mail trial has reached 20 formats. | An owner adds a card on Billing. See Your free trial. |
| “This run would go over your monthly overage cap. Raise the cap or upgrade on the Billing page.” | The extra formats would cost more than the cap. | An owner raises the cap or upgrades. Or wait for next month. |
| “Your plan includes 1 brand. Upgrade on the Billing page to add more.” | You have more brands than your plan allows. | Upgrade, or remove a brand. |
| “Your payment is overdue, so runs are paused. Update your card on the Billing page.” | A payment is 14 days overdue. | An owner updates the card in Manage billing, or presses Pay now. |
| “Your subscription has ended. Subscribe on the Billing page to start runs again.” | The subscription ended, so the organisation is read-only. | An owner subscribes again. Sign in, viewing and downloads still work. |
| “Your role (viewer) can’t start runs.” | Viewers can’t start runs. | An owner changes your role to Editor on the Organisation > Team page. See Invite your team. |
| “Your organisation has reached today’s limit. Try again tomorrow, or email support@withmestra.com.” | The organisation has hit its daily limit on service calls. | Try again tomorrow, or contact support. |
| “Runs are unavailable right now. Try again soon.” | The service can’t take runs at the moment. | Try again soon. Check status.withmestra.com. |
Formats that fail
Section titled “Formats that fail”| Symptom | Cause | Fix |
|---|---|---|
| “No layout worked for this size.” | The format failed. You may also see “The layout took too long.” or “The layout service had a problem.” | Press Try again under the format in the design app. The web app has no Try again button. The first three tries per format per run are free. See Review and flags. |
Files and downloads
Section titled “Files and downloads”| Symptom | Cause | Fix |
|---|---|---|
| A format shows “Not kept” | The file library was off when the run was built, so the files weren’t kept. | Files from that run can’t be fetched from the web. Use the copies the design app saved. To keep files from future runs, an owner turns on the library in Organisation > Settings. See The file library. |
| “Your organisation’s library is full.” | The library has reached its storage limit. | Delete files you no longer need from a run page. |
Signing in
Section titled “Signing in”| Symptom | Cause | Fix |
|---|---|---|
| “This link has expired or was already used. Ask for a new one.” | The email link is older than 15 minutes, or was used already. | Go to sign in and ask for a new link. |
| “Too many sign-in emails from here. Try again in an hour.” | Too many sign-in requests from your network. | Wait an hour. |
| “This organisation is disabled. Email support@withmestra.com.” | The organisation has been disabled. | Contact support. |
| “Choose an organisation first.” | You belong to more than one organisation. | Pick one on Choose organisation, or use the sidebar Organisation select. |
More on sign-in is on the Sign in page.
In the design apps
Section titled “In the design apps”| Symptom | Cause | Fix |
|---|---|---|
| “The code expired. Sign in again.” | You took more than 10 minutes to approve the code. | Press Sign in in the plugin again. |
| “You’re signed out. Sign in again.” | The app’s sign-in was ended. | Press Sign in again. |
| “Mestra isn’t set up for this organisation yet. Ask your owner, or email support@withmestra.com.” | Your organisation’s layout service isn’t set up yet. | Ask an owner, or email support@withmestra.com. |
| “Your role (viewer) can’t connect apps.” | Only editors and owners can connect an app. | Ask an owner to make you an editor. |
| InDesign says it isn’t accepting scripts right now. | A dialog is open in InDesign, such as a missing links or fonts alert. | Close the dialog and try again. |
| Canva says the team isn’t linked to Mestra yet. | An owner hasn’t linked the Canva team. | An owner links it with Link to Mestra. See Connect Canva. |
Anything else
Section titled “Anything else”“Something went wrong. Try again.” means a request failed. Try once more. If it keeps happening, check status.withmestra.com, then contact support.