Troubleshooting

Quick triage

1. Reproduce with one image and a minimal set of steps.
2. Identify where it fails:
   • Import
   • Editing
   • History restore
   • Export
   • Billing
3. Restart the app and retry the same path.

Common issue clusters

I cannot pick photos or import the latest screenshot

• Confirm Photo Library access is allowed.
• Re-open the picker and retry.
• Try Select a photo if Import latest screenshot is unavailable.
• Confirm the source image still exists in your library.

Recent screenshots cannot be framed

• Shotwell currently targets supported iPhone screenshots for framed recent-screenshot previews.
• If you see the unsupported recent-screenshot state, use Import latest screenshot to edit the image without a frame preview.
• You can still apply a supported frame manually after import.

Preview looks wrong after background or frame changes

• Confirm the active background mode is the one you intended.
• Re-apply frame device and color after orientation changes.
• Check notch mode only on notch-enabled frames.

Composition looks clipped or off-center

• Reset zoom and position, then rebuild.
• Recheck the crop ratio.
• Set frame orientation before the final crop.

History item will not restore cleanly

• Confirm the original image is still available to the app.
• Check whether the history item references a background asset that is no longer available.
• If the entry shows an unavailable warning, newer history items may still restore correctly.

Export looks blurry or smaller than expected

• Switch from JPEG to PNG if UI edges need to stay sharper.
• Try Balanced instead of Full if the source image or frame asset is the limiting factor.
• Confirm crop and scale are not exaggerating the source beyond its real detail.
• Re-open export settings and check whether Shotwell reports a source, frame, or device limit.

Export includes a watermark

• Free save, copy, and share exports include a Shotwell watermark by design.
• Upgrade to Pro for clean exports.
• If you already paid, use Restore purchases from Settings or the Pro screen.

Pro access is missing after purchase

• Open Settings -> Restore purchases.
• Re-open Shotwell Pro and confirm your current plan is shown.
• If manage-subscription links fail or access still does not appear, contact support.