Troubleshooting

Most problems fall into one of three areas: rendering a document, editing a template with the AI Assistant, or signing in. Find your issue below. If nothing here helps, contact support.

Rendering issues

A render is missing or failed

Every render operation is logged under Render Events, even when it fails or is still running. If a document you expected isn’t in your Renders list, look there first:

1. Open Output → Render Events and find the operation.
2. Check its Status. A still-running event just needs a moment; a failed event tells you something went wrong.
3. The most common causes of a failed render are invalid render data (the values passed in don’t match the template’s data model) or a template error.
4. Reproduce it with the Test preview in the template editor, fix the template or the data, then render again.

Generation is taking too long

• A short render normally takes a fraction of a second. Longer or more complex templates — many pages, large images, batch renders — naturally take more time.
• Check your internet connection.
• Open Render Events and compare durations to spot which template or version is heavy.
• If an operation stays “in progress” far longer than usual, refresh the page and check its status again.
• If renders are consistently slow or stuck, contact support.

Note

Generating a template from a file is different from rendering, and is expected to take a while — Pagr rebuilds the whole document into an editable template. Keep the New Template panel open until it finishes; navigating away cancels it. See Generate a template from a file.

The rendered document doesn’t look right

• Use the Test preview. Render with the Test option in the editor so you can iterate freely — test renders are watermarked and don’t spend page credits — and check the result before doing a Production render.
• Check your variables and sample data. If parts of the document are blank or show raw {{ }} placeholders, the render data probably doesn’t match the template’s variables. Compare against the Sample Data tab.
• Fix layout with the AI Assistant. Describe the fix in plain language (“move the logo to the top right”, “make the totals bold”) — see Writing good AI prompts.
• Missing fonts or images? Make sure custom fonts and gallery images are uploaded and referenced by the correct name or pagr-image:// reference.

An old render or PDF is no longer available

Pagr automatically removes rendered PDFs and render data once your organisation’s retention period lapses. Two settings control this, both under General settings: PDF retention and Render data retention, each in days.

If documents disappear sooner than you expect:

1. Check the two retention values under General → Settings. Raise them, or set them to No limit.
2. Check your plan. How high you can set those values is capped by your organisation’s Max retention, shown on the Current plan card under Billing. If you’re already at your plan’s ceiling, the only way to keep documents longer is to upgrade — or to download them before they expire.

Caution

Retention is enforced per organisation, not per document, and deletion is permanent — an expired PDF cannot be recovered by raising the retention value afterwards. If you need long-term archiving, download important documents from the Renders list, or fetch them via the API as part of your own workflow.

I can’t create a new template

If + New Template is greyed out, you’ve reached your plan’s template limit. The counter next to the button shows where you stand — for example “2 / 2 Templates”.

Two things catch people out here:

• The allowance counts versions, not templates. One template with two versions already fills a “2 / 2 Templates” plan. If the counter reads full but the list shows a single template, expand its row — the slots are its versions.
• The “Start from an example” cards on the Dashboard don’t warn you. At the limit they simply do nothing when clicked, rather than explaining why.

To carry on, delete a version you no longer need (expand the template row → Delete version), or upgrade your plan for a higher limit.

I’ve run out of pages or tokens

Renders count against your plan’s page allowance, and the AI Assistant uses AI tokens. If either runs out, new work is blocked until your allowance resets or you top up:

• Check what’s left on the Dashboard or in detail under Usage.
• Use + Buy extra credits on the Usage page, or Upgrade plan under Billing for higher monthly limits.

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Template & AI Assistant issues

The AI Assistant didn’t produce what I wanted

Whether you’re generating a whole template from a description or editing an existing one, the assistant interprets your words, so the result isn’t always exactly what you pictured. That’s normal:

1. Be specific. Say what, where, and how — “add a footer with the centered text ‘CONFIDENTIAL’ in small grey letters” beats “add a footer”. When generating from scratch, describe the document you want and its key sections.
2. Change one thing at a time. Once the template exists, a single clear change is easier to review and undo than several bundled together.
3. Undo and rephrase rather than piling on more prompts to fix a wrong result — click Undo on the assistant’s message and try again.

See Writing good AI prompts for the full guide.

Generating a template from a file didn’t work well

• The file must be a PDF, image, or Stimulsoft .mrt and 10 MB or smaller.
• The cleaner the source, the better the result — a crisp, well-structured PDF beats a low-quality scan or a noisy screenshot.
• Keep the New Template panel open and stay on the page until generation finishes; leaving cancels it.
• A generated template is a starting point, not a pixel-perfect copy. Expect to fine-tune the layout and set up variables afterwards. See Generate a template from a file.

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Account & sign-in issues

I cannot log in

• Make sure you’re using the email address you signed up with — Pagr sends your temporary password to your work email.
• If it’s your first login, use the temporary password from the sign-up email, then set your own password when prompted.
• Forgotten your password? Use Password reset from the login screen.

I am not receiving verification emails

• Check your spam or junk folder.
• Add noreply@pagr.eu to your contacts so future emails arrive.
• Make sure you entered the correct email address, and that you have access to that inbox.
• Wait a few minutes and try again — email can be delayed.
• Still nothing after several minutes? Contact support.

I’ve forgotten my password

Reset it from the login screen — enter your email, click Forgot Password?, and follow the link in the reset email. Full steps are in Password reset.

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Contact support

If none of the above resolves your issue, reach out:

• Email: support@pagr.eu
• In-app: open the account menu (your avatar at the bottom of the sidebar) and choose Help.