Troubleshooting

What to do when a layer can't be used, when fonts or images look different, or when a limit is reached.

# Troubleshooting

Each section below describes a situation you may be in and what to do.

## The panel says the layer can't be used as an email

Sendra needs an auto layout frame that holds the whole email.

- **It isn't an auto layout frame.** Select the auto layout frame that holds your whole email, or turn auto layout on for the selected frame.
- **It isn't a frame.** Select the auto layout frame that holds your whole email. Sendra finds it from any layer inside it, so selecting a text layer or an image in the email also works.
- **It's smaller than an email can be.** The email frame has to be at least 80 pixels wide and 40 pixels tall. Select the frame that holds the whole email rather than a small element inside it.

## Nothing is selected, or several things are

Sendra works on one selection at a time. Select one layer inside the email, or the email frame itself. When nothing is selected, the panel asks you to select a layer to get started.

## A font looks different in the preview or in the inbox

Email clients show a font only when it is available to them.

- Text set in a Google Font is linked automatically and shows in clients that load web fonts.
- For any other font, open the export window and choose a fallback for it, or paste the URL of a font file you host. The fallback is what clients show when your font is not available. Choose one with a similar width so lines wrap the same way.
- Some clients show a fallback regardless. Check the email in those clients with **Send test**.

## Images are missing after copying the HTML

**Copy HTML** links images from the web, so the images have to be online somewhere. The export window tells you when they are not, with **Images may not load**.

:::caution[Copied HTML carries links, not files]
The HTML on your clipboard points at your images; it does not contain them. Host them first, or export the package instead.
:::

- Turn on **Host images online** in the Images section. Sendra uploads your images and uses those links in the HTML. The free plan includes 100 hosted images; Pro is unlimited.
- Or give each image an image URL in the Images section, pointing at a copy you host.
- Or choose **Export package** instead, and upload the images folder along with the HTML to your email tool.

## Part of the design exported as a single image

Sendra exports a layer as one image when you turned on **Export as image** for it, when it is rotated, when it is masked, when it clips content that spills past its edges, when vector shapes overlap each other with no text among them, or when a frame's only visual is its image fill. Separate icons side by side stay separate images. Text in a frame without auto layout stays live.

- Turn off **Export as image** in the Customize tab if it is on for that layer.
- Straighten a rotated layer, or accept the image and give it alt text.
- Remove the mask or the clipping, or accept the image and give it alt text.
- Move text out of overlapping vector shapes so the text stays live and the artwork exports on its own.

## Columns do not stack on phones

Open the Mobile preview and select the row in question. In the Customize tab, choose **Stack on mobile**. For a layer that should not appear on phones at all, set **Show on** to desktop.

## Text is too small, or too tight, on phones

Select the text layer and, in the Customize tab, set a font size, line height, padding or gap for mobile. The Mobile preview updates as you change them.

## The email looks different in one email client

Each email client renders HTML in its own way. Sendra's output is tested in Gmail, Outlook for Windows, Outlook on the web, Apple Mail, Yahoo Mail and AOL.

- Use **Send test** to see the email in that client.
- Keep the design to auto layout, text and image fills, which every tested client shows well.
- For a section that has to look exactly as designed, turn on **Export as image** for it and give it alt text.

If the difference matters and the steps above do not resolve it, write to [support@hellosendra.com](mailto:support@hellosendra.com) with the name of the client and a description of what you see.

## The free plan's exports are used up

The free plan includes ten exports. Previews are unlimited, so you can keep working on the design. To export again, activate a Pro plan: choose **License** from the panel's menu and paste your license key. Plans are described at [hellosendra.com/pricing](https://hellosendra.com/pricing).

## Send test says the limit is reached

You can send twenty test emails in any 24 hours, each to up to five addresses. The panel shows when you can send again. For a wider check, send one test to five addresses at once.

## The license key is not accepted

- Paste the whole key. A key is a long string of letters, numbers and dashes.
- A key that is active on another device can be deactivated there, from the **Your license** screen, and then activated here.
- If the key still is not accepted, write to [support@hellosendra.com](mailto:support@hellosendra.com) with the email address you purchased with.

## The preview did not generate

Choose **Try again** in the preview. If it keeps happening, write to [support@hellosendra.com](mailto:support@hellosendra.com) with the name of your Figma file's email frame and a description of the design.

Each section below describes a situation you may be in and what to do.

The panel says the layer can’t be used as an email

Sendra needs an auto layout frame that holds the whole email.

It isn’t an auto layout frame. Select the auto layout frame that holds your whole email, or turn auto layout on for the selected frame.
It isn’t a frame. Select the auto layout frame that holds your whole email. Sendra finds it from any layer inside it, so selecting a text layer or an image in the email also works.
It’s smaller than an email can be. The email frame has to be at least 80 pixels wide and 40 pixels tall. Select the frame that holds the whole email rather than a small element inside it.

Nothing is selected, or several things are

Sendra works on one selection at a time. Select one layer inside the email, or the email frame itself. When nothing is selected, the panel asks you to select a layer to get started.

A font looks different in the preview or in the inbox

Email clients show a font only when it is available to them.

Text set in a Google Font is linked automatically and shows in clients that load web fonts.
For any other font, open the export window and choose a fallback for it, or paste the URL of a font file you host. The fallback is what clients show when your font is not available. Choose one with a similar width so lines wrap the same way.
Some clients show a fallback regardless. Check the email in those clients with Send test.

Images are missing after copying the HTML

Copy HTML links images from the web, so the images have to be online somewhere. The export window tells you when they are not, with Images may not load.

Turn on Host images online in the Images section. Sendra uploads your images and uses those links in the HTML. The free plan includes 100 hosted images; Pro is unlimited.
Or give each image an image URL in the Images section, pointing at a copy you host.
Or choose Export package instead, and upload the images folder along with the HTML to your email tool.

Part of the design exported as a single image

Sendra exports a layer as one image when you turned on Export as image for it, when it is rotated, when it is masked, when it clips content that spills past its edges, when vector shapes overlap each other with no text among them, or when a frame’s only visual is its image fill. Separate icons side by side stay separate images. Text in a frame without auto layout stays live.

Turn off Export as image in the Customize tab if it is on for that layer.
Straighten a rotated layer, or accept the image and give it alt text.
Remove the mask or the clipping, or accept the image and give it alt text.
Move text out of overlapping vector shapes so the text stays live and the artwork exports on its own.

Columns do not stack on phones

Open the Mobile preview and select the row in question. In the Customize tab, choose Stack on mobile. For a layer that should not appear on phones at all, set Show on to desktop.

Text is too small, or too tight, on phones

Select the text layer and, in the Customize tab, set a font size, line height, padding or gap for mobile. The Mobile preview updates as you change them.

The email looks different in one email client

Each email client renders HTML in its own way. Sendra’s output is tested in Gmail, Outlook for Windows, Outlook on the web, Apple Mail, Yahoo Mail and AOL.

Use Send test to see the email in that client.
Keep the design to auto layout, text and image fills, which every tested client shows well.
For a section that has to look exactly as designed, turn on Export as image for it and give it alt text.

If the difference matters and the steps above do not resolve it, write to support@hellosendra.com with the name of the client and a description of what you see.

The free plan’s exports are used up

The free plan includes ten exports. Previews are unlimited, so you can keep working on the design. To export again, activate a Pro plan: choose License from the panel’s menu and paste your license key. Plans are described at hellosendra.com/pricing.

Send test says the limit is reached

You can send twenty test emails in any 24 hours, each to up to five addresses. The panel shows when you can send again. For a wider check, send one test to five addresses at once.

The license key is not accepted

Paste the whole key. A key is a long string of letters, numbers and dashes.
A key that is active on another device can be deactivated there, from the Your license screen, and then activated here.
If the key still is not accepted, write to support@hellosendra.com with the email address you purchased with.

The preview did not generate

Choose Try again in the preview. If it keeps happening, write to support@hellosendra.com with the name of your Figma file’s email frame and a description of the design.