All FAQ conversations

Troubleshooting


I’ve accidentally deleted my prezi, can you help me recover it? - Answer

My prezi has lost content, can you help me recover it? - Answer

My prezi is missing, can you help me find it? - Answer

I’ve deleted my prezi but it keeps showing up on Google search, why? - Answer

I can’t edit my prezi - Solution

I can’t edit any of my prezis - Solution

I can’t insert any pictures into my prezi - Solution

My prezi/part of my prezi won’t load - Solution

None of my prezis will load - Solution

All my prezis have disappeared - Solution

Blank page runs in my browser - Solution

The images don’t appear in my prezi - Solution

The pictures in my prezi are stuck processing - Solution

Can't install or login to Prezi for Windows/Mac - Solution

I can’t export my prezi as a PDF - Solution

My portable prezi won’t play - Solution

Error message: The content you wanted to modify was too big or small to fit in the prezi canvas - Solution

Error message: Exclamation mark - Solution

Error message: There is not enough memory for this Prezi to load - Solution

Error message: Not Enough Memory, Prezi Has Crashed Shockwave Error - Solution

Error message: id: 2500 the reason is: media_error - Solution

Error message: We've lost connection to prezi.com. Trying to reconnect. - Solution

Error message: Something went wrong. We could not load your prezi. - Solution

Account/Payment
My password reset email hasn’t arrived - Solution

I want a refund - Solution

I can’t log in to my account - Solution

I want to delete a prezi but have no access to the account anymore - Solution

The link in my password reset email is expired  - Solution

I’d like to upgrade from Public to Enjoy/Pro - Solution

I’d like to upgrade from Public to EDU Enjoy or EDU Pro - Solution

I’d like to downgrade from Pro to Enjoy - Solution

I’d like to cancel my subscription - Solution

What will happen to my prezis after I downgrade from Pro/Enjoy to Public? - Answer

I’m having problems renewing my license - Solution

I’m having problems paying on the website - Solution



EDU I haven’t received my EDU registration email - Solution

I don’t have access to my old EDU email address anymore but still need to log in to my account - Solution

Editor Is it possible to add animated GIFs and SWF animations to a prezi? - Answer

I’ve set my prezi to autoplay, why won’t it loop? - Answer

Can I add sound to multiple slides (path steps) in a prezi? - Answer

Can I have two pieces of background music in one prezi? - Answer

Can I have two templates in one prezi? - Answer

Can I change the template once I’ve started creating my prezi? - Answer

Can I link two prezis together? - Answer

How can I copy paste with prezi? - Answer

How do you add additional slides (path steps) to a template? - Answer

Prezi for Windows/Mac
I purchased an Enjoy license, why can’t I use Prezi for Windows/Mac? - Answer
How can I move an online prezi to Prezi for Windows/Mac? - Answer