---
url: "/troubleshooting/common-issues.md"
description: "General troubleshooting steps for Hypermatic Figma plugins, including activation issues, export problems, slow files, missing receipts, and when to email Adam."
---

# Common Hypermatic troubleshooting steps

> General troubleshooting steps for Hypermatic Figma plugins, including activation issues, export problems, slow files, missing receipts, and when to email Adam.

This page covers general troubleshooting steps that apply across Hypermatic Figma plugins. For plugin-specific issues, also check that plugin's troubleshooting page.

## My license key is not working

Try these steps:

1. Copy the license key from the Gumroad receipt.
2. Make sure you are not copying the order ID, receipt number, or email address.
3. Paste the key into the plugin's unlock or upgrade field.
4. If you manage seats, check the [Hypermatic License Manager](https://license.hypermatic.com/).
5. If the key still does not work, email [adam@hypermatic.com](mailto:adam@hypermatic.com).

Do not paste private license keys into chat tools.

## I cannot find my receipt

Search your inbox for `noreply@customers.gumroad.com`. Also try [Gumroad charge lookup](https://app.gumroad.com/charge).

If you have the license key, enter it into the [Hypermatic License Manager](https://license.hypermatic.com/) to view purchase history.

See [Receipts and PDF invoices](/faq/receipts).

## The plugin is slow or stuck loading Figma images

Large Figma files and large image fills can slow plugin workflows. Try:

1. Wait until Figma finishes loading images.
2. Move only the frames you need to a new blank Figma page.
3. Close unused Figma tabs.
4. Restart the Figma desktop app or refresh Figma in the browser.
5. Try the workflow on a smaller test file.

## The plugin cannot connect or activate

Try:

1. Turn off VPN temporarily.
2. Switch Wi-Fi network or use a mobile hotspot.
3. Ask your IT team whether company firewall rules block plugin network requests.
4. If you are in a region where some services may be blocked, try a trusted VPN.

See [Network, VPN, firewall, and regional troubleshooting](/troubleshooting/network-vpn-firewall).

## My exported file looks different from Figma

Different export formats have different limitations. HTML emails, PDFs, GIFs, videos, compressed images, PowerPoint files, and code exports each have their own rendering rules.

Before reporting the issue:

1. Check the plugin-specific troubleshooting page.
2. Try a small file with only the affected frame.
3. Save the exported file or ZIP.
4. Take a screenshot of the Figma source and exported result.
5. Email [adam@hypermatic.com](mailto:adam@hypermatic.com) with the product name and files.

## I need help choosing the right plugin

Start from the docs home page or product pages. If you are trying to automate multiple Figma workflows, the [Pro Bundle](https://www.hypermatic.com/bundle/) may be better value than buying several plugins separately.

For exact pricing, see [Hypermatic pricing and PDF quotes](/faq/pricing).

## What should I include when emailing support?

Include:

- Product name
- Purchase email address if it is a billing/license issue
- Screenshot or short video
- Exported file or ZIP if relevant
- Figma page/frame name
- Exact error message
- Whether you are using Figma desktop or browser