Troubleshooting Guide

Symptom:You imported the preset files but cannot see them in Lightroom's Presets panel.

Solutions to try in order:

1. Restart Lightroom. After importing presets, a full restart is sometimes required before they appear in the panel.
2. Check the correct panel. In Lightroom Classic, presets are in the Developmodule's left panel — not the Library module. In Lightroom (cloud), they are in the Editview's right panel under “Presets”.
3. Verify the import completed.In Lightroom Classic, go to Develop → Presets panel → click the + button → Import Presets and try importing again. If the files are greyed out, Lightroom already has them — they may be in a collapsed folder group.
4. Expand all preset groups. In the Presets panel, click the small triangle next to each group name to expand it. Your PXL presets will be in a group named after the pack.
5. Check file format. Confirm your extracted folder contains.xmp files, not a nested zip inside the zip. Extract the outer zip first, then check for an inner zip and extract that too.

Symptom: Presets apply but look very different from the sample images, are extremely dark/light, or appear to do nothing at all.

1. Check your camera profile. In the Develop module, scroll to the bottom of the right panel to find Camera Calibration (Classic) or Optics > Profile(Lightroom cloud). Presets may include a specific camera profile. If your camera does not have that profile, the preset will look different. Try switching to “Adobe Standard” and re-applying.
2. Check your colour space. Ensure your photos are in the sRGB or Adobe RGB colour space. CMYK or P3 colour spaces may cause unusual results.
3. Source image matters. Presets are designed for well-exposed RAW or JPEG files with neutral white balance. Very underexposed, overexposed, or strongly colour-cast source images will produce different results from the sample images.
4. Try on a new photo. If only one image looks wrong, the issue is likely with the source photo, not the preset.

Symptom: Your download link gives an error, says it is expired, or shows that you have reached the download limit.

1. Check you are logged in. Download links are account-tied. Make sure you are signed into the same account used to purchase. Log out and log back in if in doubt.
2. Access your downloads from the dashboard. Go to your account dashboard and use the download button there rather than any link from an old email.
3. Link expired or limit reached? Download links are valid for 30 days and allow 2 downloads. If yours has expired or is exhausted, email creatorpxl@gmail.com with your order number and we will issue a new link.

Symptom: Payment went through and you received a confirmation but no downloads appear in your dashboard.

1. Wait 5–10 minutes. Our system receives payment confirmation via Razorpay webhook. In rare cases this can be delayed by up to 10 minutes. Refresh your dashboard after waiting.
2. Check the correct account. If you have multiple email addresses, confirm you are logged into the account used during checkout.
3. Check your spam folder. Your order confirmation email may have been filtered as spam.
4. Contact support. If downloads still do not appear after 15 minutes, email creatorpxl@gmail.com with a screenshot of your Razorpay payment confirmation and we will manually verify and grant access.

Symptom: Error when trying to sign in, or the page loops back to login after entering credentials.

1. Forgot password?Use the “Forgot Password” link on the login page. A reset email will be sent by Firebase Authentication. Check your spam folder if it does not arrive within a few minutes.
2. Signed up with Google?If you originally created your account with the “Continue with Google” button, you cannot log in with email and password — use the Google button again.
3. Signed up with email? If you created your account with an email address, the Google button will create a separate account. Use the email/password form with the original email you registered with.
4. Browser issues. Try clearing your browser cookies and cache, then attempt login again. Alternatively, try a private/incognito window.
5. Still locked out? Email creatorpxl@gmail.com from the email address on your account and we will help restore access.

Symptom: The .zip file gives an error when you try to extract it, or appears empty after extraction.

1. Download was interrupted. If your internet dropped during download, the zip may be incomplete. Use your second available download to re-download the file from your dashboard.
2. Try a dedicated extraction app. On Windows, try 7-Zip (free). On macOS, try The Unarchiver (free on the App Store). Built-in zip tools occasionally fail on certain files.
3. Disk space. Ensure you have sufficient free space on your device — some preset packs are several hundred MB when extracted.

Symptom: Uploading an image to AI Studio fails, or the analysis returns an error message.

1. File size. AI Studio accepts images up to 10 MB. If your file is larger, resize or compress it before uploading.
2. File format. Accepted formats are JPEG, PNG, and WebP. RAW files (.cr2, .nef, .arw, etc.) are not supported — export or convert your image to JPEG first.
3. Rate limit. AI Studio allows 5 analyses per hour per IP address. If you have exceeded this, wait an hour and try again.
4. Temporary OpenAI outage.AI Studio depends on OpenAI's API. If OpenAI is experiencing an outage, Studio will fall back to a prompt-based analysis. Check status.openai.com if you suspect an issue.

Symptom: You imported presets on your desktop Lightroom but they are not showing in Lightroom Mobile.

1. Use Lightroom cloud (not Classic). Lightroom Classic does not sync presets to mobile. You need to import presets into the non-Classic Lightroom application for them to sync via Creative Cloud.
2. Check sync is enabled.In Lightroom (cloud) on desktop, go to Lightroom menu → Preferences → Lightroom Sync and ensure sync is enabled and you are signed into the correct Adobe account.
3. Wait for sync. Preset sync can take several minutes. Open Lightroom Mobile and leave it open for a few minutes to allow sync to complete.
4. Use DNG import instead. If sync is not working, import using the DNG method described in our Installation Guide.

If none of the above solutions resolve your issue, we are here to help. Email creatorpxl@gmail.com and include:

• Your account email address
• Your order number or Razorpay transaction ID
• The version of Adobe Lightroom you are using
• Your device and operating system
• A description of the problem and any error messages you see
• Screenshots if available

We aim to respond within 2 business days.