A download did not start
Use the visible Download File link after exporting or saving. It remains available until dismissed or replaced. A sprite atlas produces a PNG and a JSON file; allow both downloads. Game package ZIP keeps related files in one archive.
Autosave needs attention
Keep the editor open when the save status reports an error. Download a native project backup before closing. A conflict means another window saved a newer revision; open that version or preserve your current work as a separate document.
The local library keeps current documents and bounded recovery history. Default recovery limits are 40 revisions per document and a 96 MiB estimated library budget. Older recoverable snapshots can be pruned; a save that cannot retain the required recovery versions fails instead of silently removing current documents.
Move or recover a document
Use Save project backup, then Open project or image on the destination device. Recovery can restore a retained revision as the new current document. Project files preserve layers and clips that finished PNGs and GIFs cannot.
Clearing site/app data removes local documents and licenses. Recover from your downloaded project and ownership files. Pro purchase recovery does not recover artwork.
Restore Pro online or offline
Open Pro → Restore Pro and paste the complete private code. A PW2 code verifies offline in a compatible build. An older PW1 code needs the hosted store once for conversion. In the standalone app, checkout opens the explicitly configured storefront; bring the downloaded license back to the app.
If you lost the license, contact support with the Stripe receipt number. Do not send the private license in an ordinary support message.
File imports look different
Review the import compatibility notes. Embedded sprite ICC profiles are retained and used for previews; exported images are converted to sRGB. Unsupported features may be rejected. Keep the original source file.