Troubleshooting

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Running into something? Find your issue below and follow the steps. If nothing here solves it, email us at support@lovetales.ai.

Jump to a Section

• Payment issues
• Account and login
• PDF and download problems
• Photo upload problems
• Book creation and generation
• Order issues

Payment Issues

Card declined

Work through these in order — most declined cards are a quick fix:

1. Check your card details — Number, expiry date, CVV, and billing address must all match exactly
2. Check your balance — Ensure funds are available, or try a different card
3. Check for an expired card — Even one day past expiry will block the transaction
4. Check your daily limit — Some banks cap daily online spending; contact your bank to increase it
5. Unblock international transactions — If your bank restricts online or international purchases by default, call them to authorize it

If none of these work, try a different payment method. Your bank's declined transaction details will tell you the exact reason.

Error during payment processing

If you see an error while paying:

1. Don't refresh or click again immediately — Wait 2–3 minutes
2. Check your email — A confirmation may have gone through even if an error appeared on screen
3. Check your bank statement — Confirm whether the charge went through
4. Clear your browser cache, then try again
5. Switch browsers — Chrome and Firefox are most reliable
6. Turn off any VPN you're using

If you were charged but didn't receive a confirmation email, contact us immediately at support@lovetales.ai with your payment details. We'll sort it out.

Promo code not working

Reason Fix Code expired Check whether the promotion is still active Already used Most codes are one per customer Wrong product Some codes apply to specific formats only Typo Copy-paste the code exactly — don't retype it Case issue Try entering in ALL CAPS

Current valid code: VALENTINESTORY (15% off, all formats)

If it still won't apply, email us with the exact code you're using.

Account and Login

Can't log in

Try these in order:

1. Double-check your email — Make sure it's the exact one you registered with
2. Check Caps Lock — Passwords are case-sensitive
3. Reset your password — Click "Forgot Password" on the login page, then check your inbox (and spam folder)
4. Clear your browser cookies and cache, then try again
5. Try a different browser — Extensions sometimes block login forms

Didn't receive a confirmation email

1. Check your spam or junk folder first — this is the most common cause
2. Gmail users: Check your Promotions tab
3. Wait 10–15 minutes — some delays are normal
4. Make sure you used the correct email address at signup
5. Log into your account and look for a "Resend confirmation" option

To prevent this in future, add support@lovetales.ai to your contacts.

Can't find my book

If you're logged in: Go to your account dashboard → My Books. Your book should be listed there.

If you can't log in: Use the password reset flow, then check My Books once you're back in.

If your book isn't showing at all: You may have used a different email address at checkout. Check your order confirmation email for the address used, then log in with that one. If you're still stuck, contact us with your order confirmation and we'll link it to the right account.

PDF and Download Problems

PDF won't download

1. Try from your account dashboard — Log in → My Books → Download. This always works, unlike email links which expire after 7 days
2. Check your internet connection — PDFs are 20–50MB; a weak connection can stall the download
3. Switch to Chrome or Firefox — Disable any ad blockers or download managers temporarily
4. Check your available storage — Make sure you have at least 50MB free on your device

Download link expired

Email download links expire after 7 days. To download at any time, log into your account → My Books → Download. There's no expiry on downloads from your account.

PDF won't open or appears corrupted

1. Delete the file and re-download — If the download was interrupted, the file will be incomplete
2. Check the file size — A valid PDF should be at least a few MB. Under 1MB means the download cut out
3. Try a different PDF reader: Computer: Adobe Acrobat Reader (free) or open directly in Chrome/Edge iPhone/iPad: Books app or Adobe Acrobat Android: Google PDF Viewer or Adobe Acrobat
4. Try downloading on a different device — Phone downloads occasionally have issues that desktop doesn't

Photo Upload Problems

Upload fails

First, check your file:

Requirement Specification Accepted formats JPG, PNG only Not accepted HEIC, WEBP, GIF, PDF Maximum file size 10MB per photo Minimum resolution 500 × 500 px recommended

iPhone users: iPhones save photos as HEIC by default. Go to Settings → Camera → Formats → Most Compatible to switch to JPG. Alternatively, convert using a free online tool before uploading.

If the format is correct but it still fails:

• Try on a stable WiFi connection rather than mobile data
• Compress the photo if it's close to 10MB
• Try a different photo to rule out a file-specific issue

Photos uploaded but not appearing

1. Wait a few seconds — processing takes a moment
2. Refresh the page
3. If still missing, clear your browser cache and try again
4. Very large files sometimes time out mid-upload — try a slightly smaller or compressed version

Book Creation and Generation

Generation is taking a long time

Your book typically generates in 15–20 minutes after you launch your story.

While you wait:

• Don't refresh the page — this may interrupt or restart the process
• Stay connected to the internet
• You'll receive an email notification when your book is ready

If it's been more than 30 minutes:

1. Close the tab and log back in
2. Check My Books — it may have completed in the background
3. If your book isn't there, email us at support@lovetales.ai with your email address, the time you launched, and what the status indicator showed

Book appears stuck

If the status hasn't changed for a long time:

1. Wait at least 25 minutes before assuming something is wrong
2. Log out and back in, then check My Books
3. Clear your browser cache and force-refresh the page
4. If it's genuinely stuck after 30 minutes and the book isn't in My Books, contact us with: your email, when you launched, what step it's on, and any error message on screen

Error message during creation

1. Screenshot the error if you can — it helps us diagnose faster
2. Try again — some errors are temporary server issues
3. Check your story answers for any unusual characters or symbols that might cause a processing issue
4. Try a different browser
5. Try again at a different time — server load varies throughout the day

If the same error keeps appearing, email us the screenshot and we'll investigate.

Order Issues

Used the wrong email address

Before your book ships: Email us immediately at support@lovetales.ai with your order number, the wrong email, and the correct one. We can update it.

After your book ships: Your tracking information can be resent to the correct email. Contact us and we'll sort it.

Need to change the shipping address

Before shipping: Email us as soon as possible with your order number and the new address. We can update it if production hasn't started.

After shipping: Contact the carrier directly using your tracking number — some carriers can redirect packages or hold them for pickup. Note that address changes after shipping may carry a carrier fee.

The sooner you reach out, the better the chance of catching it in time.

Still Stuck?

If none of the above resolves your issue, email support@lovetales.ai with:

• A description of what you were trying to do
• What happened instead
• Any error messages or screenshots
• Your device and browser

We respond within 2–3 business days on weekdays.

Related Articles

• Contact and Support
• Illustrations and Editing
• Refunds and Returns

Email us: support@lovetales.ai