Common Issues

1. Export Fails with "Asset Not Found"

Symptom: Export process stops with an error referencing a missing asset.

Solution:

• Open the variant and check the Assets tab for broken references (shown with a warning icon)
• Re-upload the missing asset or replace the reference with an existing asset
• Verify the asset belongs to the same organization as the game

2. File Upload Rejected

Symptom: Asset upload fails or shows "unsupported format" error.

Solution:

• Check that the file format is supported (PNG, JPG, WebP, SVG, MP3, OGG, WAV, JSON)
• Ensure the file is under the size limit (100 MB per file)
• Try a different browser if the upload progress bar stalls
• Clear browser cache and retry

3. "Unauthorized" Error (401)

Symptom: API requests or page loads return a 401 error.

Solution:

• Web app: Your session may have expired. Sign out and sign back in
• API token: Verify the token has not been revoked in Developers > Tokens
• Check that the Authorization: Bearer <token> header is formatted correctly

4. "Permission Denied" Error (403)

Symptom: Actions are blocked with "insufficient permissions" message.

Solution:

• Confirm your role in the organization (Viewer, Member, Manager, Admin, Owner) under Members in the sidebar
• For API tokens, check that the token has the required permission scopes
• Ask an organization admin to upgrade your role if needed

5. Export File Too Large for Ad Network

Symptom: The exported playable ad exceeds the ad network's size limit.

Solution:

• Compress textures before uploading (use WebP instead of PNG where possible)
• Reduce audio quality or use shorter sound clips
• Remove unused assets from the variant
• Check each ad network's size limits in the export settings

6. Changes Not Appearing After Save

Symptom: Saved customizations or settings do not reflect in the preview or export.

Solution:

• Hard-refresh the browser (Ctrl+Shift+R or Cmd+Shift+R)
• Check that you saved changes to the correct variant (not a different version)
• Verify the preview is loading the latest version by checking the timestamp

7. Invite Email Not Received

Symptom: Team member says they did not receive the invitation email.

Solution:

• Check the recipient's spam/junk folder
• Verify the email address was entered correctly on the Members page via Invite Member
• Resend the invitation from the team management page
• Ask the recipient to add noreply@playablelabs.studio to their contacts

8. ClickUp Integration Not Syncing

Symptom: Events in PlayableLabs are not creating or updating ClickUp tasks.

Solution:

• This integration is managed by system administrators — contact your admin
• Verify the ClickUp API token is still valid in the admin panel
• Check that the target ClickUp workspace and list still exist

9. Slow Page Load or Timeout

Symptom: The dashboard or game editor takes too long to load.

Solution:

• Check your internet connection speed
• Reduce the number of assets displayed per page using pagination controls
• Clear browser cache and disable unused browser extensions
• Try a different browser (Chrome is recommended)

10. API Rate Limit Exceeded (429)

Symptom: API requests return 429 Too Many Requests.

Solution:

• Reduce request frequency to stay within rate limits
• Implement exponential backoff in your API client
• Use the Retry-After response header to determine when to retry
• Batch operations where possible instead of making individual requests

Still Need Help?

If your issue is not listed here, check the FAQ or contact support at support@playablelabs.studio.