Files & access
Find the next step for a queued or failed export, missing edits, a page-limit error or a PDF that won’t download.
Open your book and choose Preview & export. If the export is queued or processing, you can leave the page and come back; closing the tab does not cancel it. Reload the page to check its status.
Give the export time to start, then refresh the page. Clicking Generate this version repeatedly will not move it ahead in the queue. If it remains queued, email [email protected] with the book reference and the time you tried. Leave out contribution, edit and reading links.
Read the error in the workspace. A failed export does not erase your contributions. Fix the reported problem, then choose Generate this version again. A retry prepares files on the server; it does not change anything you have already downloaded.
Each book can have up to 80 pages. If the export exceeds that limit, try another layout or use fewer photos. Review long messages and captions with their writers before shortening them. You can hide a contribution while discussing it without deleting the original words.
Save the changes in the workspace, then generate and download a new version. Check that the contribution is marked Included; pending and hidden messages are left out. An older PDF or reading link keeps its original content.
Open the downloaded file in another PDF viewer to check whether the issue is specific to that app. Inspect photograph captions, long names and unusual characters before giving the book. Use JPEG or PNG originals of suitable quality and avoid enlarging a tiny image for print. If the issue persists, describe it to support without sending private messages or photographs unless they ask through an appropriate channel.
Check payment and access status in the book. If payment is pending, choose Refresh payment status; do not assume that returning from checkout confirms it. Expired access, a confirmed full refund or a deleted contribution can make a version unavailable. Contact support if the dates or payment status look wrong.