Skip to main content

Troubleshooting

If something isn't working as expected, check here first. Most issues fall into one of the buckets below.

Sign-in issues​

"Invalid credentials"​

Double-check the email and password you're entering, watching for extra spaces. If you recently changed your password, make sure you're using the new one.

"Your email is not verified yet"​

You created an account but never clicked the verification link. Check your inbox for it — see Signing in for where to find a resend option, or contact [email protected].

A network or server error​

Check your connection, then try again in a minute. If it keeps happening, report it through Help → How to get support.

Password recovery is self-serve — see Signing in, and password recovery. If your reset link is missing its token, invalid, or expired, that page tells you so and offers to send a fresh one.

Editor issues​

My save failed​

The toast says Failed to save work. Two likely causes:

  • Network hiccup — try again immediately. If it still fails, copy your work to the clipboard as a safety net, then refresh.
  • Session expired — if you've been idle for a long time, sign back in and save again. Your unsaved text is still in the editor until you refresh.

The title bar shows * but I just saved​

The * means the editor differs from the last confirmed save. If you see it right after saving, the save probably failed silently — look for a red toast, and press Cmd/Ctrl+S again.

Feet or emotion counts never update​

Gutter analysis runs a short delay after you stop typing. If a verse line sits without an analysis for more than a few seconds, the AI service may be briefly unreachable. Try saving and reloading, or keep writing — the analysis is a guide, not a blocker. See The editor → The gutters.

Nothing appears when I press Ctrl+Space, or ghost text never shows up​

Both suggestion modes need to be turned on in Settings, and only fire on a verse line that already has text and a work with a language set. If all of that is in place and still nothing shows, no suggestion was available that time — see Inspiration → What suggestions are based on.

Plain ⌘W closed Ilena's tab instead of my work​

That's your browser's close-tab shortcut, and a web page can't take it over — use Work → Close, or Ctrl+Cmd+W, which runs the same unsaved-changes confirmation. If you do close the tab this way while a work is dirty, your browser now prompts you before discarding it. See Keyboard shortcuts → Closing a work safely.

Workspace issues​

Can't delete a project​

Projects can only be deleted once empty. Delete or move every work inside the project first, then delete the project. See Workspace → Deleting.

Dictionary issues​

A search or a rhyme lookup came back thin or empty​

Try a simpler form of the word — singular, base form. Very rare, proper, or coined words may not be in the dictionary's reach. This isn't tied to your plan; there's one dictionary, the same for every account. See Dictionary.

Ideas basket issues​

My ideas didn't load​

The drawer shows Could not load your ideas. — usually a network hiccup. Close and reopen the drawer, or reload the page.

I deleted an idea by mistake​

There's no undo. See Ideas basket → Filtering and deleting.

Export issues​

Export is greyed out​

You need a work open first — see Export → Why Export is greyed out.

The PDF is missing my latest changes​

Export always uses the latest saved version. Save again, then re-export.

Export keeps failing​

See Export → What can go wrong.

History issues​

I restored a version but it didn't stick​

Restoring loads the version into the editor but doesn't save it by itself — press Cmd/Ctrl+S to commit it as a new version. See History & Versions.

I can't see old versions​

Only saved versions show up in history. Unsaved changes from an earlier session aren't recoverable — Ilena doesn't autosave.

I can't find where to change my name, email, plan, or delete my account​

There isn't an in-app surface for any of that yet — it's coming. For now, write to [email protected]. See Settings → Your account — what's coming. A forgotten password is the one exception, and is already self-serve — see Signing in, and password recovery.

A modal is blocking the app, asking me to accept something again​

Ilena occasionally publishes a new version of the Terms of Use or the Privacy Policy, and blocks the editor until you accept it or sign out — see Legal documents and re-consent → When a new version is published. Note that this gate never covers AI Transparency, so seeing it isn't related to that document.

Still stuck?​

Open Help → How to get support from the app menu, and pick the category that fits — Technical support, General questions, or Business inquiries. Include:

  • What you were trying to do.
  • What happened instead.
  • The exact error message (or a screenshot).
  • Approximate time (so our logs can be searched).

Typical response time is 1–2 business days.