Help with your next stitch
How Can We Help?
Find a guide, troubleshoot printing or prepare a support request.
Find Help for Your Maker
Try These Checks First
My image will not open or looks distorted
Use PNG, JPEG or WebP within 10 MB and 20 million pixels. Check the crop and grid proportions. For tapestry, enter your measured gauge and review Keep image proportions. The next-chart preview does not change your saved chart until you generate.
Find the photo workflow for your maker →I cannot find my saved work
Drafts belong to this browser and maker. Another device, private browsing or cleared site data will not restore them. Reopen a downloaded JSON backup in the same maker; a PDF or PNG cannot restore project settings.
Save and recovery guide →The PDF is missing, scaled or clipped
Canceling print creates no PDF. Match A4 or Letter in both export settings and the print dialog. Use 100% scale, disable headers and footers, and check the 50 mm line. Chart preview counts exclude the cover, key and row guide.
Print troubleshooting →My colors or row counts seem wrong
Check the craft’s unit: stitches, beads, meshes or blocks. Use the current legend and row direction. Screen colors are approximate; compare physical materials. Download a fresh material list after changing the chart.
Find a material or row-count guide →Prepare a Support Request
Keep the conversation in your account
Send a support ticket and return to read replies. Your selected issue category and tool will be carried over. Text entered below stays here; download a draft before leaving if you want to keep it.
Sign In for Support →Signing in does not upload or sync your local patterns. No ticket is sent until you submit it.
Prepare a request below, then send it using your email application to support@motifdraft.com. The form downloads a draft; it does not send email automatically.
What to Include in Your Message
- Tool name, grid dimensions, palette and the action that failed.
- For print issues: paper size, scaling, browser, page ranges and what was missing.
- Expected result, actual result and a non-sensitive example if needed.
Support Questions
What should I include when reporting an export issue?
Include the tool, print settings, device and a description of what went wrong. A non-sensitive screenshot can help.
Do I need to send my original photo?
No. Start with a description or non-sensitive screenshot. Do not submit private source images unnecessarily.
How quickly will you reply?
Email and ticket support: first reply within 72 hours of receipt. Resolution may take longer. All service times use UTC; downloading a draft does not submit a request.