Retry a failed mockup
Open the product's mockup step and check whether the image is still processing or has failed. Use the individual retry control for a failed mockup, or the failed-mockups retry action when several have failed. Feedback can help describe what needs correcting where that control is available.
Retrying creates more work; it is not the same as refreshing the page. Check your balance and the action's credit requirements before starting again. A poor-looking successful image and a technical failure may be handled differently, so do not assume every retry is free.
A generation is still processing
Reopen the product and check its current status. Avoid starting duplicate jobs while the first is still active. If the status does not progress, contact support with the product URL, approximate start time, type of generation, and any error text. Do not include API tokens or payment details.
Download a mockup or video
Open a completed asset from Mockups to view its detail page and use Download. The available file is the completed image or video. Downloading a mockup does not create a production print file.
Download print files for an order
Open an order's detail view and use View print files where available. The placement view shows the available files and a Download link for each. If no print files are available, there is no file to download from that view yet.
Print files belong to the relevant product, placement, and production setup. Do not send a listing mockup to a print provider as if it were the artwork file. For an asset or export that is not available in the interface, contact support with the product or order URL rather than assuming a bulk-download action exists.
Check a credit concern
Review Billing and credit history alongside the generation status. Include the affected product and transaction when asking support to investigate. Cancellation, failure, and regeneration do not all imply the same credit outcome.