FAQ
Account & sign-in
Q: The SMS code never arrives.
The platform ships a test code 123456 (dev/demo environments). In production the SMS provider is configured by the operator; if it still fails, file a ticket.
Q: “This account has been disabled”? The account was disabled — anything other than ENABLE cannot sign in. Contact your admin.
Q: I forgot my password. Use “Forgot password” on the login page (mobile + code), or ask support via a ticket.
Framing workbench
Q: “Save” does nothing. Saving an artwork requires a frame — the button stays disabled with “Select a frame first” until layer 1 is enabled.
Q: The mat section is locked. Mats depend on frames — enable at least one frame layer first.
Q: Unchecking frame layer 1 removed my mats and fillets. That’s by design: layer 1 clears mats and fillets (no auto-restore). Re-select them.
Q: Export says “image could not be loaded”. Cross-origin assets without CORS headers block canvas export. Use platform-uploaded images.
Q: My frame photo looks fake in renders. Use the “Optimize” button in the frame form for perspective correction — see Frame Image Optimization.
Membership & payment
Q: I can’t enter the workbench after login. Non-member accounts are locked behind the “Activate membership” overlay; it unlocks immediately after purchase.
Q: I scanned but membership isn’t active. Status is polled every 2 seconds for up to 5 minutes; if it times out, order again. If you were charged without activation, contact support with the order number.
Q: Do credits expire? Yes — 1 year after being granted. Check the balance and ledger in “My membership”.
Desktop app & Artgle import
Q: Are assets shared between the web app and the desktop app? No. Framing assets and artworks live locally in the desktop app and in the cloud on the web — the two are independent. Accounts and membership, however, are fully shared. See Local Data & Cloud Account.
Q: How do I update the desktop app? New versions download in the background and apply on restart; you can also check manually under “Preferences → Desktop App” — see Updating the App.
Q: Can I bring my Artgle assets over?
Yes. Export a “Data Backup” .jar in Artgle, then upload it under “Preferences → Artgle Backup Import” — see Artgle Backup Import.
Data & safety
Q: Can I recover a deleted asset? No. All deletes (including bulk) are physical. Prefer disabling.
Q: Can other users see my assets? No. Assets, artworks and projects are isolated per user; glass is the only platform-level shared resource.
Q: The picture/frame I need is not in the library? Assets are curated by the platform operator; file a “suggestion” ticket describing what you need.