Question 1

I cannot log in to my account

Accepted Answer

If you are having trouble logging in, here are the most common causes and how to fix them. Check your email and password Double-check that: Your email is typed correctly (no extra spaces) Your password is correct (passwords are case-sensitive) Caps Lock is not accidentally on Try resetting your password If you are unsure about your password: Go to the password reset page Enter your email address Check your inbox for a reset link (arrives within minutes) Click the link and create a new password Your new password must be at least 8 characters long Clear your browser cache and cookies Sometimes cached data causes login issues: Clear your browser cache and cookies Close and reopen your browser Try logging in again Try a different browser or device To rule out browser-specific issues: Try logging in with a different browser (Chrome, Firefox, Safari) Try from a different device (phone, tablet, another computer) Use an incognito or private browsing window Still cannot log in? If none of these solutions work: Visit our support page Select "Report a problem" Describe what happens when you try to log in Include any error messages you see Our team will investigate and help you regain access to your account.

Question 2

I forgot my password

Accepted Answer

Forgot your password? You can reset it quickly and securely. How to reset your password Go to the password reset page Enter the email address associated with your account Click "Send reset link" Check your email inbox (it should arrive within a few minutes) Click the reset link in the email Create a new password (minimum 8 characters) Confirm your new password Log in with your new password I did not receive the reset email If the email does not arrive within 5 minutes: Check your spam or junk folder Reset emails sometimes end up in spam Look for an email from Cathopic or noreply@cathopic.com Mark it as "not spam" to ensure future emails arrive correctly Verify your email address Make sure you entered the correct email Use the same email you used to register Try again with the correct email Request a new reset link Wait 5 minutes after the first request Go back to the password reset page Enter your email again and request another link The reset link expired For security reasons, password reset links expire after 20 minutes. If your link expired: Go to the password reset page Request a new reset link Complete the reset within 20 minutes I still cannot reset my password If you continue having problems: Visit our support page Select "Report a problem" Explain that you cannot reset your password Include your account email Our support team will help you regain access to your account.

Question 3

My account is locked

Accepted Answer

If your account is locked, it means it has been banned by our moderation team due to a violation of our Terms of Service. Why accounts are banned Cathopic may ban accounts for the following specific reasons: Non-Catholic content: The content you post is not Catholic or does not align with Catholic faith principles Copyright infringement: The content you post infringes copyright or intellectual property rights Spam and advertising: Sending spam and/or advertising messages to other users Abusive use: Abusive use of Cathopic or violation of community guidelines What happens when an account is banned When our moderation team bans an account: Your user account is set as banned (user->ban = 1) All your uploaded content is also banned (media->ban = 1) All your active sessions are deleted (you are logged out everywhere) You receive an email notification explaining the reason (Postmark template 31267237) The email includes the specific ban motive and additional context if provided by moderators How to verify why you were banned Check the email we sent to your registered email address Look for the subject line about account suspension Read the specific reason provided in the email Review any additional context from our moderation team Can I appeal a ban? If you believe your account was banned by mistake: Visit our support page Select "Report a problem" Choose "Account issue" as the category Explain why you believe the ban was a mistake Provide any relevant evidence or context Our team will review your case and respond Preventing account bans To avoid having your account banned: Only upload content that is related to the Catholic faith Ensure you own the copyright or have permission for all content you upload Do not send unsolicited messages or spam to other users Follow our Terms of Service Review our Intellectual Property Policy Respect our community guidelines and use Cathopic appropriately Creating a new account Important: If your account was banned for legitimate reasons, creating a new account to circumvent the ban is not allowed and may result in that account being banned as well. If you have questions about your ban, please contact us through support. We review each case carefully.

Question 4

I did not receive a verification email

Accepted Answer

During registration, you should receive a 6-digit verification code via email within a few minutes. If it does not arrive, here is how to fix it. Check your spam folder Verification emails sometimes end up in spam: Check your spam or junk mail folder Look for an email from Cathopic or noreply@cathopic.com If you find it there, mark it as "not spam" This helps ensure future emails arrive in your inbox Verify your email address Make sure you entered the correct email: Double-check for typos Ensure there are no extra spaces Use the correct email domain (.com, .org, etc.) If incorrect, start the registration process again with the right email Request a new verification code The verification code expires after 20 minutes. To request a new one: Wait at least 2-3 minutes after the first request On the verification screen, click "Resend code" Check your inbox (and spam folder) again Enter the new 6-digit code within 20 minutes Check your email provider Some email providers have strict filters: Gmail users: Check the "Promotions" or "Updates" tabs Search for "Cathopic" in all folders Corporate or school emails: Your organization may block automated emails Try using a personal email address instead (Gmail, Outlook, Yahoo) Wait a few minutes Sometimes emails are delayed: Wait up to 10 minutes for the email to arrive Refresh your inbox Check all folders, including spam Still not receiving emails? If you have tried everything and still do not receive verification emails: Try registering with a different email address (Gmail, Outlook, Yahoo) If the problem persists, visit our support page Select "Report a problem" Explain that you are not receiving verification emails Include the email address you tried to register with Our team will investigate and help you complete your registration.

Question 5

My payment failed

Accepted Answer

If your subscription payment fails, your PRO access will be suspended until the payment issue is resolved. What happens when a payment fails When Cathopic cannot process your subscription renewal: Your subscription status changes to PENDING_PAYMENT Your PRO access is immediately suspended (user->pro = false) You receive an email notification about the failed payment (Postmark template 31262679) The email includes the username and details about the payment issue A transaction record is created with an "error" status Your account remains active, but you lose access to PRO features Common reasons for payment failures Insufficient funds: Your card does not have enough balance Expired card: Your payment method has expired Card declined: Your bank declined the charge Incorrect card details: The card information on file is incorrect Bank security restrictions: Your bank blocked the international transaction 3D Secure authentication failed: The verification process was not completed How to resolve the issue Go to Settings → Subscription Check the status of your subscription (you will see "Payment Pending" or similar) Click "Update payment method" or "Retry payment" Verify or update your card information Make sure your card has sufficient funds Confirm the card is not expired Try processing the payment again Update your payment method If your card continues to fail: Go to Settings → Subscription Scroll to the "Payment Methods" section Click "Add new payment method" Enter a different card Set it as your default payment method Try the payment again Contact your bank If you see "Card declined" repeatedly: Contact your bank to authorize international payments to Cathopic Ask them to whitelist charges from "Cathopic" or "Stripe" Verify there are no security holds on your card Ask about 3D Secure requirements Check your email Look for the payment failure notification we sent you: Subject: Payment failed or similar Check your spam/junk folder if you do not see it The email contains your username and details Follow any instructions provided in the email Reactivating your PRO access Once the payment is successful: Your subscription status will return to ACTIVE Your user->pro flag will be set back to true You will regain immediate access to all PRO features An invoice will be generated for the successful payment Still having issues? If you cannot resolve the payment issue: Visit our support page Select "Payment issue" Provide details about the error you are seeing Include the email address on your account Our team will investigate and help you restore your subscription Note: While your subscription is in PENDING_PAYMENT status, you will not have access to PRO features like unlimited downloads or PRO-only content.

Question 6

I was charged twice

Accepted Answer

If you see duplicate charges on your account, here is what might have happened and how to resolve it. Common causes of duplicate charges Pending vs. Posted transactions Your bank may show a pending authorization and the actual charge separately Pending charges typically disappear within 3-7 business days Only one charge will actually be processed Check your statement after a few days to verify Failed payment retry If a payment initially failed, the system may have retried it This can create a temporary pending charge Only successful charges are actually processed Multiple active subscriptions You may have created multiple accounts with different emails Each account with an active subscription will be charged separately Check if you have multiple Cathopic accounts Subscription change during billing cycle If you changed your plan mid-cycle, you might see both charges Prorated amounts are calculated automatically Any overpayment is credited to your account How to verify your charges Go to Settings → Invoices Check your billing history Download your invoices for your records Compare with your bank statement Each invoice shows: Date of charge Amount charged Payment method used Transaction ID Confirmed duplicate charge? If you have verified that you were actually charged twice for the same period: Note the transaction dates and amounts Download both invoices from Settings → Invoices Visit our support page Select "Report a problem" Explain that you were charged twice Include the transaction IDs and invoice numbers What to expect Once you report a duplicate charge: Our team will investigate within 1-2 business days If confirmed, a refund will be processed Refunds typically take 5-10 business days to appear in your account You will receive an email confirmation when the refund is issued We take billing accuracy seriously and will resolve any genuine duplicate charges promptly.

Question 7

I need a refund

Accepted Answer

We understand that sometimes you may need a refund. Here is our refund policy and how to request one. Our refund policy Cathopic processes refund requests on a case-by-case basis. Common situations include: Billing errors You were charged twice for the same period You were charged after canceling your subscription The charged amount does not match your plan Technical errors during checkout Service issues You experienced significant technical problems preventing you from using the service Features promised were not available Service was unavailable for an extended period Important notes Refunds are typically only available within the current billing period You must not have used significant resources (downloads) from your plan Each case is evaluated individually Full details are available in our Refund Policy What is generally not refundable The following situations typically do not qualify for refunds: You simply changed your mind after subscribing You forgot to cancel before the renewal date You already used a significant portion of your downloads You did not understand the subscription terms before purchasing How to request a refund If you believe you qualify for a refund: Gather your payment information Note the transaction date and amount from Settings → Invoices Visit our support page Select "Report a problem" Clearly explain why you are requesting a refund Include your invoice number and transaction details Refund processing time If your refund request is approved: We will process it within 3-5 business days Refunds are issued to the original payment method It may take an additional 5-10 business days for the refund to appear in your account (depending on your bank) You will receive an email confirmation when the refund is processed Alternative solutions Before requesting a refund, consider: Downgrade your plan Switch to a less expensive plan instead of canceling Go to Pricing to view all available plans Pause instead of cancel Cancel your subscription but keep using resources you already downloaded You can reactivate anytime We are here to help find the best solution for your situation.

Question 8

My subscription is inactive

Accepted Answer

If your subscription shows as inactive or you lost access to PRO features, here is how to understand and fix the issue. Common reasons for inactive subscriptions Payment failure Your last payment did not go through Your subscription status changed to PENDING_PAYMENT You received an email about the failed payment Solution: Update your payment method and retry Expired card Your payment card has expired Automatic renewal could not process Solution: Add a new card in Settings → Subscription Canceled subscription You or someone with access to your account canceled the subscription The subscription remained active until the end of the billing period It has now expired Solution: Resubscribe from the Pricing page Account issue Your account may have been flagged for policy violations You should have received an email explaining the reason Solution: Contact support to resolve the issue How to check your subscription status Go to Settings → Subscription Check your current status (ACTIVE, PENDING_PAYMENT, or CANCELED) Review the next payment date Check if there are any error messages Subscription statuses: ACTIVE: Your subscription is working normally PENDING_PAYMENT: A payment failed and needs attention CANCELED: Your subscription was canceled and has expired How to reactivate your subscription If status is PENDING_PAYMENT: Go to Settings → Subscription Update your payment method if needed Ensure your card has sufficient funds Contact your bank to authorize Cathopic charges if necessary The system will retry the payment automatically If status is CANCELED: Go to the Pricing page Choose your preferred plan Complete the payment process Your PRO access will be restored immediately What happens to your downloads Good news about your downloaded content: Any resources you downloaded while subscribed remain valid You can continue using them even with an inactive subscription Your licenses do not expire (unless the subscription was terminated for policy violations) See our License page for details Need help? If you cannot reactivate your subscription: Check your email for messages from Cathopic about your account Review your payment method and billing information If the problem persists, visit our support page Select "Report a problem" Describe your subscription issue Include your account email and any error messages Our team will help you restore your subscription and resolve any billing issues.

Question 9

My download did not start

Accepted Answer

If your download did not start, here are the most common causes and solutions. Check your subscription status Active subscription required Most resources require an active PRO subscription Go to Settings → Subscription to check your status If inactive, renew your subscription from the Pricing page Subscription type mismatch If you have a "Photos" plan, you can only download photos Videos and graphics require an "All-In-One" plan Upgrade your plan from Pricing Download limit reached Each plan has a monthly download limit: Check your remaining downloads in Settings → Subscription If you have reached your limit, wait until your next billing cycle Unused downloads accumulate, so previous months balance carries over Consider upgrading to a plan with more downloads Browser or network issues Pop-up blocker Your browser may be blocking the download Look for a blocked pop-up notification in your address bar Allow pop-ups for cathopic.com Try the download again Slow or interrupted connection Large files require a stable internet connection If your connection is slow or intermittent, the download may fail Try from a different network or location Close other applications using bandwidth File does not exist In rare cases, the file may not be available on our servers: The content may have been removed by the contributor The content may have been removed for policy violations There may be a temporary server issue Try a different resource or contact support if the problem persists Clear your browser cache Sometimes cached data interferes with downloads: Clear your browser cache and cookies Close and reopen your browser Log in again and try the download Try a different browser Some browser extensions can interfere: Try downloading with a different browser (Chrome, Firefox, Safari) Disable browser extensions temporarily Use an incognito or private browsing window Need help? If downloads continue to fail: Note which specific resource is failing (copy the URL) Check what error message appears (if any) Visit our support page Select "Report a problem" Include the resource URL and error details

Question 10

The file is corrupted

Accepted Answer

If a file you downloaded appears corrupted or will not open, this is usually caused by an incomplete download or a transfer error. Why files become corrupted Common causes of file corruption: Incomplete download: The download was interrupted before completing Network issues: Connection problems during the transfer Browser cache problems: Cached data interfering with the download Disk space: Insufficient storage space on your device Antivirus interference: Security software blocking or modifying the file Browser extension conflicts: Ad blockers or download managers interfering First step: Re-download the file Most corruption issues are resolved by downloading again: Delete the corrupted file from your device Clear your browser cache and cookies Go back to the resource on Cathopic Click the download button again Wait for the download to complete fully Do not interrupt or cancel the download Try opening the newly downloaded file Try a different browser If re-downloading does not work: Use a different browser (Chrome, Firefox, Safari, Edge) Make sure the browser is up to date Disable browser extensions temporarily Download the file again using the new browser Check if the file opens correctly Clear browser cache Sometimes cached data causes problems: Open your browser settings Find "Clear browsing data" or "Clear cache" Select "Cached images and files" Clear the cache Return to Cathopic and download again Check your internet connection A stable connection is important for large file downloads: Use a wired connection if possible (Ethernet instead of Wi-Fi) Avoid downloading during network congestion Close other programs using bandwidth Wait for the download to complete without interruption Check available disk space Make sure you have enough storage: Check your device storage Free up space if needed Try downloading to a different location (external drive, different folder) Download again Disable antivirus temporarily Security software can sometimes interfere: Temporarily disable your antivirus Download the file again Re-enable your antivirus immediately after Add Cathopic to your antivirus whitelist Verify file integrity Check if the file is actually corrupted: Try opening it with a different program For images: Try opening with different image viewers For videos: Try different video players (VLC, Windows Media Player) Check the file size - if it is much smaller than expected, it is incomplete Use your download history You can always re-download without using another download credit: Go to Settings → Downloads history Find the resource you need Click the download button again Downloads of the same resource do not count against your limit Still corrupted? If the file is still corrupted after trying all these steps: Visit our support page Select "Download problem" Include the resource URL Describe what happens when you try to open the file Mention the steps you have already tried Our technical team will investigate the issue Important: File corruption is almost always a download or transfer issue, not a problem with the original file on Cathopic. Re-downloading typically resolves the issue.

Question 11

The resolution is incorrect

Accepted Answer

If you downloaded a resource and the resolution is not what you expected, here is what you need to know. Resolution depends on the contributor Important: The resolution you see is what the contributor uploaded to Cathopic. We require minimum resolutions for quality standards Contributors decide what resolution to share We do not artificially upscale images beyond what contributors provide What you download is exactly what the contributor uploaded Exception: Artworks enhanced with AI For artworks (paintings, drawings, historical images): We may use AI software to improve quality and resolution This helps make classical art and historical content usable for modern projects The enhancement preserves the original artwork while increasing clarity Resources labeled as "artwork" may have AI-enhanced resolution Check available resolutions before downloading You can see the maximum resolution on the resource page: Look at the resource details (dimensions in pixels) Check what sizes are available in the download menu The "Original" size is the highest available If the original is not high enough, that is the maximum available Make sure you selected the right size Verify you downloaded the highest quality: Click the download button on the resource Select "Original" for the maximum resolution Avoid selecting "Small", "Medium", or "Large" if you need full size Check your download before using it Need higher resolution? If the available resolution does not meet your needs: Visit our support page Select "Report a problem" Include the resource URL Explain what resolution you need and for what purpose Our team will contact the contributor to see if they can provide higher resolution Note: We cannot guarantee contributors will provide higher resolutions, but we will make our best effort to help. Search for alternative resources If resolution is critical: Search for similar content that may have higher resolution Different contributors may have similar content at different resolutions Check the dimensions before downloading Filter by orientation and type to narrow results Our resolution standards Cathopic requires contributors to meet minimum quality standards: Photos: Minimum 2000 pixels on the shortest side (recommended) Videos: Minimum HD quality (1080p recommended) Graphics: Suitable for professional use Many contributors exceed these minimums If you consistently need very high resolutions, contact us through support and we can work with our contributor community to meet your needs.

Question 12

I cannot find a downloaded image

Accepted Answer

If you cannot find an image you downloaded, here is how to locate it. Check your default downloads folder Most browsers save downloads to a default location: Windows: Usually: C:\Users\YourUsername\Downloads Check your File Explorer Downloads folder Mac: Usually: /Users/YourUsername/Downloads Check your Finder Downloads folder Look in the Dock for the Downloads stack Linux: Usually: ~/Downloads or /home/YourUsername/Downloads Check your browser downloads View recent downloads in your browser: Chrome: Press Ctrl+J (Windows/Linux) or Cmd+Shift+J (Mac) Or go to Settings → Downloads Click "Show in folder" next to the file Firefox: Press Ctrl+Shift+Y (Windows/Linux) or Cmd+Shift+Y (Mac) Or go to Menu → Library → Downloads Right-click the file and select "Open Containing Folder" Safari: Click the downloads button in the toolbar Click the magnifying glass next to the file Or check View → Show Downloads Search your computer Use your system search to find the file: Search for "cathopic" (many of our files include this in the name) Search by file type (.jpg, .jpeg, .mp4, .svg) Sort by date modified to find recent downloads Check if the file was moved to a different folder Check your download history on Cathopic To see what you have downloaded: Go to Settings → Downloads History Review your download history Find the resource you are looking for Download it again if needed (does not count against your limit) The download may have failed If you clicked download but the file is nowhere: The download may have been interrupted Your browser may have blocked the download Check your browser pop-up blocker Try downloading again from your downloads history Check browser download settings Your download location may have been changed: Open your browser settings Search for "Downloads" in settings Check the download location path Change it back to the default if needed Automatic file organization Some systems automatically organize downloads: Check your Pictures folder for images Check your Videos folder for video files Some antivirus software moves downloads to quarantine if flagged Cloud storage apps (OneDrive, Google Drive) may sync downloads automatically Download again If you cannot find the file anywhere: Go to Settings → Downloads History Find the resource Click to download it again Watch where your browser saves it Re-downloads do not count against your monthly limit Organize your downloads To avoid losing files in the future: Create a dedicated folder for Cathopic downloads Rename files with descriptive names after downloading Move important files to project-specific folders Keep your downloads folder organized

Question 13

My upload failed

Accepted Answer

If your upload failed, you will see an error message in the uploader interface. Here is how to fix the most common upload errors. Understanding upload errors When a file fails to upload, the system shows a specific error message explaining why: Extension error: "The image/video/graphic must have one of the following extensions..." File type error: "The image/video/graphic must be one of the following file types..." Too small error: "The image/video/graphic is too small. The minimum size is X MB" Too large error: "The image/video/graphic is too large. The maximum size is X MB" Error: Invalid file extension If you see "must have one of the following extensions": Photos: Only JPEG, JPG, PNG are allowed Videos: Check allowed video formats (MP4, MOV typically) Graphics: SVG, AI, EPS, PDF formats are accepted Solution: Check your file extension (the last 3-4 characters after the dot in the filename) If the extension is wrong, convert your file to a supported format For photos: Save as JPEG or PNG from your image editor For videos: Export as MP4 using a video converter For graphics: Save as SVG, AI, or PDF from your design software Try uploading again with the correct format Error: File too small If you see "The file is too small. The minimum size is X MB": Photos: Minimum 2 MB Videos: Minimum 15 MB Graphics: Minimum 100 KB Solution: Check your file size (right-click → Properties/Get Info) If the file is below the minimum, you need a higher quality version For photos: Export at higher resolution or less compression For videos: Use less compression or higher bitrate when exporting Do not artificially increase file size - upload higher quality originals We require minimums to ensure professional quality content Error: File too large If you see "The file is too large. The maximum size is X MB": Photos: Maximum 50 MB Videos: Maximum 500 MB Graphics: Maximum 50 MB Solution: Reduce the file size without losing too much quality For photos: Use moderate JPEG compression (80-90% quality) For videos: Re-export with lower bitrate or resolution (1080p is sufficient) For graphics: Optimize paths and remove unnecessary elements Try uploading the optimized file Error: Invalid file type (MIME type) If you see "must be one of the following file types": Solution: Your file extension might be correct but the actual file format is different This happens when you rename a file instead of converting it properly Use proper conversion software: For photos: Photoshop, GIMP, or online converters For videos: HandBrake, FFmpeg, or video editing software For graphics: Adobe Illustrator, Inkscape, or design tools Connection interrupted during upload If the upload starts but fails partway through: Solution: Check your internet connection stability Use a wired connection (Ethernet) if possible Close other programs using bandwidth Try uploading during off-peak hours For large videos, consider splitting into multiple parts if possible Clear your browser cache and try again Try a different browser (Chrome, Firefox, Safari) Browser or extension conflicts Sometimes browser issues cause upload failures: Solution: Disable ad blockers temporarily Disable download managers or upload helpers Clear browser cache and cookies Try uploading in incognito/private mode Update your browser to the latest version Try a different browser if problems persist After fixing the error Once you have corrected the issue: Go back to Creator Panel → Upload Drag and drop your corrected file or click to browse Wait for the upload to complete (you will see a progress bar) Once uploaded, click "Edit" to add metadata (title, description, tags) Click "Send to moderation" when ready Your content will be reviewed by our moderation team Where to check your uploads To see the status of your content: Pending metadata: Shows in the upload interface until you fill it out Pending moderation: Go to Creator Dashboard → "Pending approval" section Approved content: Visible in your profile and in search results Rejected content: You will see the rejection reason in your Creator Dashboard Still having upload issues? If you have tried all these solutions and still cannot upload: Take a screenshot of the exact error message you are seeing Note the file name, size, and format you are trying to upload Visit our support page Select "Upload problem" Provide the error message and file details Our technical team will investigate and help you resolve the issue Important: The error messages in the uploader interface tell you exactly what is wrong. Read them carefully and follow the requirements shown in the message.

Question 14

Files are stuck in processing

Accepted Answer

If your files show as "processing" for a long time, here is what may be happening. Normal processing times Photos: Usually 1-5 minutes Videos: Can take 10-30 minutes depending on file size and resolution Graphics: Usually 1-3 minutes Processing happens on our servers after upload completes What happens during processing Our system performs several tasks: Validates the file integrity Generates multiple resolutions for downloads Creates thumbnails and previews Extracts metadata (EXIF, dimensions, etc.) Prepares the file for moderation review If processing takes longer than expected Wait a bit longer Large video files can take up to an hour High server load can slow processing Check back after 30-60 minutes Refresh the page Sometimes the status does not update automatically Refresh your Creator Dashboard Check if the status changed to "Pending Review" Processing failed If a file never finishes processing: The file may have technical issues preventing processing Unsupported codecs in videos commonly cause this Corrupted files cannot be processed Try deleting it and uploading a fresh export of the file Steps to resolve Wait at least 30 minutes for large files Refresh your resources page If still stuck after 1 hour, delete the resource Re-export your file with standard settings For videos, use H.264 codec and AAC audio Upload again Contact support If files are consistently stuck: Note the file type and approximate size Check if it happens with all files or specific ones Visit our support page Select "Report a problem" Include details about the stuck files Our team can check server logs to identify the issue.

Question 15

Metadata changes are not saved

Accepted Answer

If your title, description, or tags are not being saved, try these solutions. Wait for save confirmation After editing, click the "Save" or "Update" button Wait for the success message to appear Do not navigate away before the save completes Slow connections may take a few seconds Check your connection Ensure you have a stable internet connection If your connection drops during save, changes will be lost Try saving again once connection is restored Required fields Some fields are mandatory: Title: Required in at least one language Description: Recommended but may be optional Tags: At least one tag is required Missing required fields will prevent saving Tag format issues Tags should be single words or short phrases Avoid special characters in tags Tags are added in the platform language you are using Moderators will add translations Browser issues Clear your browser cache and cookies Try from a different browser Disable browser extensions that might interfere Use an updated, modern browser Try these steps Refresh the edit page Re-enter your changes Ensure all required fields are filled Click Save and wait for confirmation Refresh the page to verify changes were saved Still not saving? If metadata consistently fails to save: Note which specific fields are not saving Try editing from Creator Dashboard Check for any error messages Visit our support page if the problem persists

Question 16

My content disappeared

Accepted Answer

If you cannot find content you uploaded, here are the possible reasons. Content was rejected Your content may have been reviewed and rejected by our moderation team: Check your email for a rejection notification Rejections include a specific reason why the content did not meet standards Common reasons: quality issues, copyright problems, non-Catholic content Review our our content guidelines You can upload new content that meets our standards Content is still pending review New uploads go through moderation before being published This can take 1-7 days depending on the queue Pending content is not visible to other users Check your Creator Dashboard for status Content was removed due to ban If your account was banned, all your content is removed: Bans occur for policy violations You should have received an email explaining the reason Banned content cannot be restored If you believe it was an error, contact support You deleted it Check if you accidentally deleted the content Deleted content cannot be recovered You will need to upload it again Content never finished processing If upload or processing failed, the content may not have been saved Check your resources page for failed uploads Upload again if needed Filter settings Your dashboard may be filtered: Check if you have filters applied (published, pending, rejected) Clear all filters to see all your content Rejected content may be hidden by default Check your email Important notifications are sent via email: Content approval/rejection emails Account status changes Policy violation notices Check your spam folder if you do not see these emails Contact support If content is missing without explanation: Check your Creator Dashboard thoroughly Review your email for notifications Note the approximate date you uploaded it Contact support with details

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