--- title: "Fix common problems in InvoiceStamp" description: "What the InvoiceStamp app's messages mean and what to do, from You're Offline and PDF errors to sign-in, update, save folder and contacts permission problems." url: https://docs.invoicestamp.com/account/troubleshooting last_updated: 2026-10-21 app: InvoiceStamp 1.1.0 for iPhone and Android --- > InvoiceStamp Help Center: step-by-step guides for the InvoiceStamp app on iPhone and Android. > Fetch the complete index of help pages at https://docs.invoicestamp.com/llms.txt to find the other pages you need before answering. # Fix common problems in InvoiceStamp Most problems in InvoiceStamp come down to the connection, a PDF that's still being made, or a permission on your phone. Find the message you see below: each one says what it means and what to do. If yours isn't here, or the fix doesn't work, [contact support](https://docs.invoicestamp.com/account/get-help) with a screenshot. ## Why does the app say "You're Offline"? InvoiceStamp needs an internet connection: your documents, clients and PDFs are kept in your account, not only on the phone. When the connection drops, a **You're Offline** screen covers the app and shows **Waiting for connection…**. Turn on Wi-Fi or mobile data, or move to a better signal. The screen clears on its own as soon as you're back online; there's nothing to tap. ## What does "Saved to Queue" mean? You saved a document as the connection dropped. It's kept on your phone and will be saved to your account, and its PDF made, automatically when the network comes back. Tap **View in Queue** to see it in **Documents**, where it's marked **Queued**, or **Done** to carry on. Don't sign out while documents are queued: signing out clears changes that haven't synced yet. ## Why is my PDF taking so long? Making a PDF usually takes a few seconds. After about five, the dialog reads "Still rendering your PDF — this can take a moment…". If it takes too long, you'll see: > The PDF is taking too long to render. Your document is saved — try sharing again in a moment. Your document is safe. Wait a moment, then tap **Share** (or **Download PDF**) again. ## What if InvoiceStamp couldn't render the PDF? > We couldn't render this PDF. Try again, or switch to another design. Tap **Share** again first. If it fails again, open the **Design** card in the editor, pick another design, and try once more. If a design keeps failing on a document, [tell us](https://docs.invoicestamp.com/account/get-help) which design and document number. On the **View PDF** screen, the same problem shows as "PDF generation failed. Try again." or "Generation timed out. Try again.". ## Why did saving fail? **Failed to save document** usually means the connection dropped or the server didn't answer. Check your connection and tap **Save** again: your document is still in the editor. Two messages say more: | Message | What to do | | --- | --- | | This client was deleted. Choose a client again and try once more. | Tap **Your Client** and pick or create the client again. | | Our servers had a problem. Please try again in a moment. | Wait a minute and save again. | If **Save** or **Preview** looks dimmed, something required is missing. The line above the buttons says what, such as "Add client details to continue" or "Give item 2 a price to continue", and tapping the button scrolls to it. ## Why hasn't my verification email arrived? It can take a minute. Check your spam or junk folder, then tap **Resend email** on the **Check your inbox** screen (it's available again 60 seconds after each send). If the address is wrong, tap **Use a different email**. See [Sign in and passwords](https://docs.invoicestamp.com/getting-started/sign-in-and-passwords). ## Why was I signed out with "Signed out on this device"? Your subscription covers 3 devices at a time. Signing in on a fourth signs out the one used least recently. Tap **Sign in again** to use this device; that signs out another one. ## What do the update messages mean? - **Update available** is a banner with the new version number. Tap it to open the App Store or Google Play and update, or tap **✕** to hide it for a day. - A full screen with **Get the New Version** means this version of InvoiceStamp is no longer supported. Tap the button to update in the App Store or Google Play; the app closes once the store opens. ## Why does it say "Save folder is no longer accessible"? The folder you chose in **Save Location** was moved, renamed or deleted, the app lost access to it, or iCloud Drive isn't available. Your PDF was saved to the default folder instead: on iPhone, Files › **On My iPhone** › **InvoiceStamp**; on Android, the phone's **Documents** folder. Pick a folder again in **Profile** → **Settings** → **Save Location**. See [App settings](https://docs.invoicestamp.com/account/app-settings). ## Why can't I load a client from Contacts? **Contacts permission denied** means InvoiceStamp isn't allowed to read your contacts. On iPhone, open the **Settings** app → **Apps** → **InvoiceStamp** → **Contacts** and allow access; on iOS 17 and earlier, InvoiceStamp is listed directly in **Settings**. On Android, open **Settings** → **Apps** → **InvoiceStamp** → **Permissions** → **Contacts** and choose **Allow**. Then tap **Load from Contacts** again. ## Why does the plans screen open and not close? Your subscription has ended (or a payment failed and wasn't fixed), so InvoiceStamp shows the plans screen until you have an active plan. Your documents are still in your account. You can: - choose a plan; - tap **Restore purchases** if you subscribed before with this Apple ID or Google account; - sign out with the line under the button, if you're signed in with the wrong account. If you're sure your subscription is active, tap **Restore purchases** first. See [Your subscription](https://docs.invoicestamp.com/account/your-subscription). ## Still stuck? [Contact support](https://docs.invoicestamp.com/account/get-help) with your phone model, the app version from the bottom of **Settings**, and a screenshot of the message.