Troubleshooting

Sign-in

"Sign in with Google" does nothing

Most often a third-party-cookie or popup-blocker issue.

• Allow popups for prompt2cad.com in your browser settings.
• Allow third-party cookies for accounts.google.com.
• If you're in incognito / private mode with strict tracking protection, switch to a normal window.
• If Safari is showing "Prevent Cross-Site Tracking," temporarily disable it for this domain.

Google chooses the wrong account

The chooser may default to a previously-used account. Sign out from accounts.google.com first, then retry.

"This site can't be reached" after Google consent

A redirect URL mismatch. This is a server-side configuration issue — email support with a screenshot of the URL bar.

Billing

Top-up succeeded in Stripe but my balance didn't update

The Stripe webhook lands in 1–5 seconds normally. If 30 seconds have passed:

• Hard-refresh /app (⌘/Ctrl + Shift + R).
• Check the credit chip in the header — it polls separately from the chat.
• If still missing, email support with the Stripe receipt number so we can look into it.

"Insufficient balance" but I just topped up

Same root cause as above — the credit chip should refresh on its own; if it doesn't, a hard reload fixes it.

My card was declined

Stripe shows the decline reason on the checkout page. Most common:

• Insufficient funds (try a different card).
• 3D Secure / SCA challenge timed out (retry, complete the bank prompt promptly).
• Geo-restriction (your card's issuer blocks foreign currency).

If your bank says "the merchant declined," that's almost always Stripe's risk model flagging the transaction. Email us and we can review.

Export paywall opens even though I've paid

The app checks your paid status when you click export. Transient network errors fail open (the export goes through), so this should be rare for paid users. If it happens:

• Hard-refresh.
• If still gated, sign out and back in — your session may have expired.

Geometry / viewport

Red error banner: "Code error: ..."

The geometry code threw at execution time. Almost always either:

• A parameter combination the agent didn't anticipate (e.g. you dragged width so low that a derived dimension went negative).
• A reference to a section / primitive that doesn't exist (rare — usually means the agent's edit lost track of a name).

Fixes, in order:

1. Drag the offending parameter back to its previous value.
2. Use Undo to revert the last edit.
3. Ask the agent — "there's a code error: <paste the message>" — and let it fix.

Viewport is empty / "Your model will appear here"

The current model has no geometry. Either:

• You started a new project and haven't prompted yet.
• The last build failed (check the red error banner).
• The agent cleared the model (rare, intentional reset).

Send a prompt to build something.

Sliders are sluggish

Models with very many primitives (1,000+) re-render slowly on parameter changes. Check the primitive count in the viewport's bottom-left chip. If it's high, ask the agent to simplify the model — for instance, by replacing decorative detail with a single shape, or by removing parts that are not load-bearing for the design.

Wireframe view shows missing geometry that's there in rendered view

Some primitives are made via CSG (boolean operations). Wireframe renders the post-CSG mesh, which can look messier than the rendered solid. This is cosmetic; exports still produce the rendered geometry.

Camera won't reset

Press R with the viewport focused. If you've panned far off the model, the camera "loses" the origin. R re-fits.

Chat

Agent stopped mid-turn

Either you hit Stop, or the underlying model returned an error / timeout. Look at the most recent message:

• If the agent's reply is truncated, the model hit its output limit or a network error. Send a follow-up prompt — "continue" — and it picks up.
• If you see a banner about token limits, the conversation has grown past the context budget. Compact / continue normally; the agent will auto-summarise.

"Service temporarily unavailable"

The AI model is rate-limited, geo-blocked, or down. Retry in 30 seconds. If persistent, the provider's status page (currently status.cloud.google.com) shows outages.

Agent says it can't see something I just changed

Conversations auto-compact past ~600k tokens. Compaction summarises old messages — usually transparently, but occasionally a key detail gets summarised away. Re-state the fact in your next message.

Replying in the wrong language

The agent picks its reply language from your most recent prompt. If you started in English and switched to Italian, the next reply might still be English; one Italian message fixes it.

Exports

Export downloads a 0-byte file

Almost certainly a browser permission / popup issue — the download dialog was blocked. Check the browser's download bar or notifications, then re-export.

"Format not supported by my CAD tool"

Per-format notes:

• STEP — try a different version: if your tool reads "AP203" but not "AP214," that's a tool-side issue. We only emit AP214.
• DXF in FreeCAD — use the Mesh workbench, not Part (FreeCAD's Part workbench ignores 3DFACE).
• DAE in SketchUp Pro — STEP is the better choice. DAE is for SketchUp Free.
• OBJ in Blender 3.x — make sure both .obj and .mtl are unzipped into the same folder before importing.

Exported model is 1/1000 the expected size

Your downstream tool is reading the units wrong. STEP / DXF are millimeters; GLB / OBJ / DAE / STL are meters. The import dialog usually has a units override.

Render takes forever

Renders queue server-side and take 30–90 seconds normally. If you've been waiting over five minutes:

• Don't navigate away — refreshing the page during a render can leave you charged for a render that never completes.
• Check the chat for an error.
• If genuinely stuck, email support with the project name and we'll look at the project state to figure out what happened.

Projects

Project disappeared

Most common cause: you cleared browser data, and the project was signed-out-local (not synced to the cloud). Sorry — that data is gone.

If you were signed in: check the project manager. Local copies are removed on logout in some browsers, but the cloud copy should still be there. Sign in and the projects should reappear.

If a signed-in project really vanished, email support with the project name. We don't guarantee recovery — server-side data is best-effort, not a backup service — but we'll see what we can do.

Multiple tabs editing the same project

Don't. The browser-side storage is single-writer; two tabs writing the same project race, and one wins. Use checkpoints if you want to compare two states; use separate projects if you want truly parallel work.

Still stuck?

Email support@prompt2cad.com with:

• The project name (and a screenshot if it's a visual issue).
• The approximate time the issue happened (UTC is fine).
• What you expected vs what you saw.

We have basic usage telemetry — most issues can be diagnosed from the event log without you having to reproduce, though for complex bugs we may ask you for steps to reproduce.

For broader product questions (pricing, formats, what it can design), see the FAQ on the main site.