> For the complete documentation index, see [llms.txt](https://docs.twistly.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.twistly.ai/help/troubleshooting.md).

# Troubleshooting

## Installation & opening

**The add-in isn't in the ribbon / won't open.** Restart PowerPoint. If it's still missing, update Office (File → Account → Update Now) and check you're signed in to PowerPoint with the account you installed under. On work or school accounts, your Microsoft 365 admin may need to approve the add-in — see [Install & Open](/getting-started/install-and-open.md).

**Your organization blocks the add-in.** Some company or school networks and IT policies block Office add-ins entirely. Ask your IT department to approve Twistly (GPT for PowerPoint) — and in the meantime you can use the web version at [app.twistly.ai](https://app.twistly.ai/), which needs no installation.

**Blank panel.** Close and reopen the add-in. On PowerPoint for the web, refresh the browser tab.

## Sign-in

**The sign-in popup doesn't appear.** A popup blocker is the usual cause — allow popups for PowerPoint/your browser and try again. (Applies to Microsoft and Google sign-in; email sign-in doesn't use a popup.)

**The email sign-in code doesn't arrive.** Codes can take a few minutes — check the Spam and Promotions folders. Each code works once and expires after a short time; use **Resend code** to get a new one.

**Twistly keeps asking me to sign in.** This happens when several Twistly accounts have been used on the same device. Sign in with the account that holds your plan. See [Sign In & Your Account](/getting-started/sign-in-and-account.md).

## Creating presentations

**Generation is taking a long time.** A few minutes is normal, especially for large files and long decks. The progress bar is an estimate — generation may finish before or after it fills. You can cancel safely at any time; cancelled generations aren't charged.

**Generation failed.** Try again — temporary hiccups happen and retries are free on failure. For file uploads, check the format and size ([supported types](/create-a-presentation/from-text-or-file.md)). If one file repeatedly fails, try re-saving it (e.g. re-export the PDF) — and [send it to us](/help/contact-us.md) so we can investigate.

**The deck looks generic or half-empty.** Occasionally a generation completes with weaker content than it should. Simply generate again — a fresh run usually fixes it. If you're on the Free plan and this cost you credits, [contact us](/help/contact-us.md).

**Some image placeholders are empty.** An image couldn't be retrieved during generation — this doesn't fail the deck. Fill the gaps with [Add Images](/edit-and-improve-slides/add-images.md).

**I got more slides than I asked for.** That's by design when content would otherwise overflow — see [Number of Slides](/create-a-presentation/number-of-slides.md).

**My slides came out in the wrong language.** When creating from text or a file, the output follows the **source document's** language. Translate afterwards with [Edit Text with AI](/edit-and-improve-slides/edit-text-with-ai.md).

## Editing existing slides

**Edit, redesign, or speaker notes do nothing on my file.** Check for the yellow **Protected View / "Enable Editing"** banner at the top of PowerPoint — while the file is read-only, AI edits silently fail. Click **Enable Editing** and try again.

**A slide won't process.** Slides with no text (blank or image-only slides) can't be used by text-based AI features — add some text content first, or use [Add Images](/edit-and-improve-slides/add-images.md) / [Add a Slide](/edit-and-improve-slides/add-a-slide.md) instead.

## Billing

**I paid but my plan isn't active.** Activation usually takes seconds but can lag a couple of minutes. Close and reopen the add-in. If it's still not active, [contact us](/help/contact-us.md) with the email used at checkout — the payment is safe and we'll apply it.

**A feature says I need to upgrade, or shows a trial, even though I subscribed.** Sign in **inside the add-in** with the exact email you used at purchase — the add-in doesn't pick up your plan from the account PowerPoint itself is signed into. This is by far the most common cause; see [Sign In & Your Account](/getting-started/sign-in-and-account.md).

**My plan shows Cancelled but I didn't cancel.** The renewal payment probably failed — a failed charge cancels the plan automatically. [Contact us](/help/contact-us.md) and we'll reactivate it.

## Custom templates

**Upload rejected as too large.** The limit for templates is **100 MB** (smaller than the 300 MB create-from-file limit). Compressing images in PowerPoint (Picture Format → Compress Pictures) usually gets files under it.

**"Preview images are still being generated."** Wait for the thumbnails to finish, then save again — your upload is preserved. Templates with embedded fonts take longer than usual. See [How Templates Are Processed](/custom-templates-pro-and-team/how-templates-are-processed.md).

## Still stuck?

[Contact us](/help/contact-us.md) — include what you were doing, the approximate time, and your account email.