Troubleshooting & Updating the Plugin
Quick fixes for the snags that come up most often — the panel not appearing, login and subscription issues, locked effects, and export questions.
Most issues fall into three areas: the plugin panel itself, your login and subscription, or the way a design is placed or exported. Find your symptom below. If none of these fix it, we're one email away at the bottom of the page.
The Plugin Panel & Updates
The panel doesn't appear after installing
After installing the plugin with ZXP Installer, Photoshop needs a full restart to pick it up. Close Photoshop completely, reopen it, then look under Window → Extensions for The Mockup Factory. If it's still not listed, close and reopen Photoshop once more — see the update note below, which applies here too.
After an update, the panel looks broken or shows the old version
This is the single most common update issue and it has a simple fix. Photoshop caches extensions, and after an update that cache needs to clear — which takes two full restarts, not one.
💡 The double-restart fix: Fully quit Photoshop and reopen it. Then quit and reopen it a second time. After the second restart the updated panel loads correctly. A single restart often isn't enough, so if something looks off right after an update, this is almost always the answer.
A warning appears during installation
If you see a security or publisher prompt while installing, don't force past it — contact us at support@themockupfactory.com and we'll confirm exactly what to expect for your operating system and walk you through it.
Login & Subscription
I can't log in / my details aren't accepted
Log in inside the panel with the same email and password you used to subscribe. Check for typos and stray spaces, and make sure you're using your subscription email. If you've forgotten your password, reset it on the website first, then log in to the panel with the new one.
I'm asked to subscribe when I try to log in
The plugin checks for an active subscription at sign-in. If your subscription has been cancelled or has lapsed, you'll be shown a link to subscribe again rather than being let in. Re-subscribe from that link or your dashboard and you'll have access straight away.
A payment failed but I can still log in
That's expected. If a payment doesn't go through, you keep access during a short grace period so your work isn't interrupted. Update your card on your dashboard to clear it — if the balance stays unpaid past the grace period, access will stop.
The effect I want is greyed out or locked
Effects are tied to your plan. Print / UV / Sublimation effects need the Print & Sublimation plan or above, and engraving effects need Professional. If an effect is locked, upgrade from your dashboard to unlock it. See the Plans & Pricing guide for what each plan includes.
Output, Placement & Export
I can't export a PSD when an effect is applied
This is intentional, not a fault. PSD output is switched off while an engraving or print effect is applied, which protects how those effects are built. If you specifically need a layered PSD, run the batch with No Effects (Design Placement Only).
My mockups look flat or "pasted on"
You're most likely running with No Effects. Choose the processing type that matches your product so the design reads as physically applied — the Processing Types guide covers which to pick.
My design is squashed, cropped, or has gaps around it
That's a resize-mode question. The right mode — and preparing designs with a transparent footprint — fixes placement every time. Walk through it in the Resize Modes guide.
White in my design disappears on wood
On natural wood, only some print settings keep white visible — the others let those areas fall back to bare wood. The Print / UV / Sublimation guide shows which setting preserves white.
Still Stuck?
If your issue isn't here, email us with a short description and, if you can, a screenshot of what you're seeing — it helps us get you a fast answer.