Help
Troubleshooting & FAQ
Answers to the questions people ask most.
Designs#
The label or product looks slightly different
Use a clearer photo with the label facing the camera, then make it again, or Edit it: "keep the label exactly as in the photo". Failed designs are refunded; a finished design you don't like isn't.
The text was set on top instead of designed in
That happens when the designed words couldn't be made exact. Shorter lines help; so does making it again.
A design is still "making" after several minutes
Carousels and versions take 3–4 minutes. If it's still running after about 8 minutes, reload the page: finished designs appear on the canvas. If nothing arrives within 20 minutes, the credits are refunded.
"This photo can't be used"
The image models refused the photo, usually because the packaging shows a copyrighted character or artwork. Your credits were refunded; use a different photo.
The Make something buttons are greyed out
Add at least one product photo to the client first. See Upload photos.
Are downloaded designs watermarked?
No, on any plan: Export downloads the full-size PNG with no watermark. On the Free plan, only the client's review page, reports and emails carry a small Made with TurtleCanvas line; any paid plan removes it. See Agency branding.
Which languages can designs be in?
43, set per client in the Brand kit, including Hindi, Tamil, Telugu, Bengali, Marathi, Gujarati, Kannada, Malayalam, Punjabi, Odia, Arabic, Malay, Indonesian and most European languages. The client's review page can open in 10 of them.
Clients and approvals#
Does my client need an account?
No. The review link opens on any phone without a login, and it never expires.
Can I change a client's industry?
No. Add the client again with the right industry and upload the photos there.
Can two people in my agency use one account?
Team seats aren't available yet. Use Team check to have a colleague review posts before the client.
Does TurtleCanvas post to Instagram for me?
Not yet. Download the delivery pack or load a Buffer or Metricool CSV, then tick Mark posted.
Account and billing#
My credits didn't show up after paying
Plans activate within a few minutes of payment. If it takes longer, ask the support assistant or email contact@turtletechsai.com with your payment ID.
How do I delete my account?
Email contact@turtletechsai.com from your account email. We erase accounts within 30 days, except what we must keep by law.
How do I stop marketing emails?
Click unsubscribe in any of them. Emails about your account, plan and invoices still reach you.
Stuck? Ask the assistant in the corner of any page, or email contact@turtletechsai.com.