Support · the stuck page
A little stuck?
Let’s find your next step.
Before anything else: tell your assistant exactly what you can see, including the words of any error, and let it try. It can talk you through most of what follows.
Find the words from your screen below, or email us if you need a hand.
No matching answers. Try fewer words, or email us about it.
01 Undoing things
You can always go back.
You do not like the last change
Say “undo that”
Your assistant will find the change, name it back to you in your own words, and reverse it. The site returns to how it was a few minutes later. Nothing is deleted: the history keeps both versions, so you can change your mind again.
You want to go back further
Say “show me the last few versions”
You will get a list with the message attached to each one. Pick the one you liked and say so. It can undo everything after that point in a single move.
The live site must change right now
Roll back from the Cloudflare dashboard
In your project, Deployments, All deployments, then the three-dot menu beside a good one and Rollback to this deployment. That changes what visitors see immediately. Tell your assistant you have done it, so it can make the files agree.
02 Saving to GitHub
When the save will not go through.
It asks for a password in the terminal, or says authentication failed
Your computer has not signed in to GitHub yet
On Windows, a browser window should have opened asking you to sign in. It sometimes appears behind everything else, so look along the taskbar. Sign in there and ask your assistant to try again. On a Mac, tell your assistant “sign me in to GitHub” and follow what it says.
It mentions a private email address
GitHub is protecting your email, which is a good thing
Open github.com, then Settings, then Emails, and find the address ending @users.noreply.github.com. Read it to your assistant and it will do the rest.
It says “fetch first” or mentions non-fast-forward
Something changed on the GitHub website
Usually because you edited a file in the browser. Say “pull the changes and then save”. Your assistant will merge the two and carry on.
Nothing saves at all, or there is no address to save to
Your folder is not connected to GitHub
This happens if the kit was downloaded as a zip and never put in a repository of its own. Nothing is lost. Your assistant can make one for you: tell it “put this folder in a new private repository on my GitHub” and it will walk you through it. If you used Connect GitHub in your library and copied the kit with Use this template, the repository already exists; give your assistant its address and say “connect this folder to my repository”.
A red cross beside your latest change on GitHub
The automatic checks found something
Click the cross, open the run, and read the first error to your assistant. It is nearly always a small mistake in the page that takes a minute to fix. A green tick means everything passed.
03 Going live
Cloudflare, and the wait nobody warns you about.
Cloudflare will not let you create the project
Your account is very new
This is the most common wall, and there is no way through it. Cloudflare sometimes holds a brand-new account back from publishing for a day or two. Nothing is lost: your site is safe on GitHub and you can keep working on it. Come back two days after you made the account. If you genuinely cannot wait, email us and we will talk you through a temporary alternative.
The deployment says “Failed”
Almost always the build settings
Ask your assistant to check the Build: line in PROGRESS.md, then open your Cloudflare project: Settings, then Builds. For static (or no Build line), use build command exit 0 and output directory site. For astro, use npm run build and dist, and make sure the project's .node-version file is saved to GitHub so Cloudflare uses the kit's recorded Node version. Leave the root directory blank. Save, then use the three-dot menu on the deployment and choose Retry deployment.
Your repository is not in the list
Cloudflare has not been given access to it
Go to github.com/settings/installations, choose Cloudflare Workers and Pages, then Configure, then under Repository access add your repository and save. Back in Cloudflare, refresh the list.
The live site still shows the old version
Wait a few minutes, then reload properly
Publishing usually takes a few minutes. After that, hold Ctrl and press F5 to force a fresh copy. Still old? Check the Deployments tab shows your latest change at the top.
A picture is missing on the live site but fine on your laptop
The capital letters do not match
Your laptop does not care about capitals; the web does. Hero.JPG and hero.jpg are different files out there. Tell your assistant and it will make them match.
04 Your own web address
If your email stops, read this first.
Email stopped after moving your domain
Put the old settings back, now
Sign in to wherever your domain is registered and restore the two nameservers that were there before. Your assistant wrote them down before it changed anything; they are in your project under Decisions. Email usually returns within the hour. Once it is back, the move can be done again more carefully with your mail provider's own instructions open.
Your domain shows an error 522, or cannot be found
The two halves were done in the wrong order
The domain has to be added in Cloudflare Pages before the record is added at the registrar. Add it in the project under Custom domains, then wait a few minutes.
Cloudflare has said “Pending” for hours
Usually a slow registrar, occasionally an unsaved change
Check that your registrar's nameserver page really shows Cloudflare's two. If it does, wait: some registrars take a full day. If it does not, save it again.
05 Video Kit, the tools
Almost every one of these is a restart.
It says npm or node is not recognised
Node is not installed, or it went in after your assistant opened
Install it from nodejs.org, then quit your assistant completely and open it again. A program only learns about a new tool when it starts, so the restart is not optional and it is usually the whole fix.
It says ffmpeg is not found, and you know you installed it
Same thing: your assistant started before FFmpeg did
Quit it completely and open it again. If it still cannot see it, say so and your assistant will offer you the one line that installs it for your machine and run it once you say yes.
Cannot find module, or a version mismatch
The kit’s own dependencies are missing or stale
Ask your assistant to run npm install in the kit folder and then preflight again. This is normal after you update the kit.
The render stops with an out of memory or a timeout
Too much is running at once for this machine
Close everything else, including browser windows, and make it again. If it dies a second time, that is ours: email us with run.json from the run folder that failed and the verdict line it printed.
It cannot launch a browser to record with
Playwright has no browser to drive yet
Ask your assistant to run npx playwright install chromium. If that will not go through, nothing is lost: recording the journey yourself is a first-class path, not a fallback, and it is the only path for anything that is not a web page.
06 Video Kit, the footage and the sound
What the checks catch, and what to do about it.
The contact sheet is soft, or the writing on it cannot be read
The recording is smaller than the video you are making
Record again with the window at its full size and the page at 100 percent zoom. Nothing can put back detail that was never captured, so there is no point going further until this one is right.
A real name, an email or a notification is on one of the tiles
Private data, and it has to go out the way it came in
Record again on a clean profile with notifications off. Do not crop around it: a crop moves the frame, it does not remove what was recorded, and the next edit can bring it back.
A size warning at 90 MB, or GitHub refuses a file over 100 MB
The recording is bigger than a repository will take
A shorter recording of the same journey is the simplest fix. Either way, keep a copy of the original footage somewhere off the repository and have your assistant write down where: without it the video cannot be remade, and remaking it is the thing you bought.
runs 4.20s, window is 3.5s
A spoken line is longer than the moment it belongs to
Shorten the line, or make the scene longer, or record it again a little faster. The kit will not speed a recording up to make it fit, because that is the thing that makes a video sound like a robot.
A voice generation is refused with 401 or 402
That is your ElevenLabs account, not the kit
401 means the key in your .env is wrong or has expired: replace it on your ElevenLabs profile and paste the new one into that file yourself. 402 means no credit on the plan. The kit also refuses a cloned voice on purpose; pick one of the stock voices.
Black frames in the middle of a clip
The window has run past the useful part of the recording
Look at the source sheet at that time and move the window. This is also what a dark application looks like to the checks, so if the screen really is that dark, say so and your assistant will tell them.
A vertical cut is showing the wrong part of the screen
Nothing has told it where to look
A tall frame cannot hold a wide screen, so it has to choose. Tell your assistant where the action is in that scene and it sets the focus point, and adds a zoom if the thing is small.
07 Everything else
The odds and ends.
The preview shows a different business entirely
An old preview is still running
Close the window it started in, or ask your assistant to use a different port. Either way it should check the name at the top of the page is yours before showing you anything.
The preview has not changed after an edit
You are looking at a stale copy
Hold Ctrl and press F5. If the wording is still old after that, the preview has stopped: ask your assistant to start it again.
Your assistant says you have hit a usage limit
Nothing is lost, and it will come back
Everything is saved on your laptop. The message usually says when your limit resets. Come back then, open the folder, and say “carry on”. Your assistant reads where you were up to and continues.
Your assistant cannot open or see a browser
That is fine, and it has a second way of working
It will switch to talking you through your own browser instead: it says what to open and click, and asks you to read back what you see. Everything still works, it is just a conversation rather than a demonstration. If you are on Claude and would like the demonstration, ask your assistant to help you install the Claude in Chrome extension.
You bought the kit and cannot find your designs
They are in your customer library, not in the GitHub template
The private template on GitHub holds the complete Website Kit, including the two designs that ship inside the folder. Every other design is listed on your library page, under step 3 of your kit, each with its own download and its size beside it. Unzip the one you want into the templates folder of your project and tell your assistant which it is.
The last resort
Still stuck?
Email us with two things: which step you were on, and what was on the screen. That is nearly always enough. On Website Kit, attach PROGRESS.md from your folder; on Video Kit, the verdict line, the blocker list, and run.json from the run folder that failed. Never send us the footage or the video unless we ask: they may hold more than you want to send.
We are a small team, so expect a reply within a couple of business days rather than instantly. If you are on a deadline, say so and we will do what we can. Support is included for twelve months with each kit.