This article works best if it is short, calm, and reassuring. The goal is not to discourage people from contacting you, but to help them solve the Before You Contact Support (Quick Checklist)
If something isn’t working the way you expected, the issue is often something simple that can be resolved quickly.
Before reaching out for support, please take a moment to check the items below. Many common issues can be solved in just a few seconds.
1. Make Sure You Opened the Canva Template Link #
All Marlow Maison designs are delivered as Canva template links.
If you are looking at a downloaded file instead of the Canva template, the design will not be editable.
To edit your design, open the Canva template link provided in your purchase files.
2. Try Opening the Template Link Again #
If your design feels heavily edited or something seems out of place, you can always start fresh.
Simply open your original Canva template link again, and Canva will generate a new clean copy of the design.
You can do this as many times as you need.
3. Make Sure You Are Logged Into Canva #
If the template link will not open, make sure you are logged into your Canva account first.
Then open the template link again in your browser.
4. Check If the Element Is Locked #
If something in the design will not move or change, the element may be locked or intentionally protected.
Some elements are locked to preserve the layout of the design.
If an element cannot be unlocked, please refer to the companion PDF included with your purchase.
5. Check the Troubleshooting Section #
Many common issues are already explained in the Troubleshooting section of this help center, including:
- elements that cannot be edited
- blurry downloads
- image frame issues
- Canva template problems
- Etsy download issues
You may find a quick solution there.
6. Check Your Companion PDF #
Each Marlow Maison design includes a companion PDF that explains important details about your specific template.
This document may answer questions such as:
- which elements can be edited
- which elements are fixed
- where to access your template links
Still Need Help? #
If you’ve checked the items above and still need assistance, you are always welcome to reach out.
Please contact us through Etsy messages and include:
- your order number
- a brief description of the issue
- a screenshot if possible
This helps us understand the problem quickly and assist you as efficiently as possible.
