Support

Most problems have a one-line fix. If yours isn't here, write to us — a person answers, usually within two business days.

Capturing

Nothing happens when I click capture

Chrome blocks extensions on a few pages: the Chrome Web Store, chrome:// pages, and other extensions' pages. Try any normal website. If it also fails there, reload the tab once — a tab that was already open when you installed Snapture hasn't loaded the capture script yet.

Some images came in as gray boxes

That placeholder means the image couldn't be read. The usual causes are a CDN that refuses requests, an image that was still loading, or content that isn't an image at all (a video frame that hasn't rendered). Scroll the page fully so everything loads, then capture again. WebGL canvases, maps and cross-origin embeds are a different case — those come in as a sharp screenshot of that exact area, which is intentional: no tool can turn them into layers.

Part of a long page is missing

Very large pages hit a time budget, and Snapture tells you when that happens ("Page too large — captured the first part only"). Capture the section you need with Select a region or One element instead of the whole page.

Text that should be hidden showed up — or visible text went missing

Snapture captures what is on screen, including menus and modals you have open. Content revealed only on hover is deliberately left out. If something you can clearly see is missing from the import, that's a bug worth reporting — send us the URL and we'll fix it.

Importing into Figma

The fonts look different

Figma can only use fonts installed on your computer. After importing, the plugin lists exactly which fonts the page used that you don't have — install them, restart Figma, and re-import for a pixel-perfect match. Until then Figma substitutes the closest font it has.

Ctrl+V doesn't paste anything

Open the Snapture Import plugin first, then paste into its window. If the capture was very large, Snapture saves it as a file instead of using the clipboard and tells you so — drag that .figma.json file onto the plugin.

The plugin says the file is invalid

Make sure it's a .figma.json file produced by the Snapture extension, and that the extension and plugin are both up to date.

Snapture Pro

I just bought Pro — how do I switch it on?

Your license key is in the receipt email that arrives within a minute of paying (check spam if it isn't there). Then: click the Snapture icon in Chrome's toolbar, paste the key into the Pro box at the bottom of the popup, and press Activate. Auto Layout, components and style extraction unlock on your next capture. One license covers 3 devices.

No email after a few minutes? Write to us with the address you paid with and we'll resend the key.

I've lost my license key

You don't need it. Write to us from the email address you paid with and we can find your order from that alone — the key is only a shortcut. The same goes for cancelling: the payment provider's portal signs you in by email, not by key. If you have the key but it stopped working, send it anyway and say what the popup shows.

I hit the device limit

Use Deactivate in the popup on a machine you no longer use — that frees the slot immediately. Replaced a computer and can't deactivate it? Email us and we'll reset your activations.

Pro says "paused"

Snapture re-checks your license about once a day and never locks you out for a failed check. If it hasn't been able to reach the licence server for two weeks, Pro pauses until it can. Connect to the internet once and it comes straight back — nothing is lost.

How do I cancel?

Open the Snapture popup in Chrome and click Manage or cancel under Snapture Pro, or go straight to app.lemonsqueezy.com/my-orders. It is a sign-in page, not an instant one: enter the email you paid with, our payment provider mails you a sign-in link, and from there you can cancel in one click or update the card. The receipt email also carries a direct link to the same place, which skips the sign-in. Step-by-step guide with a screenshot. You do not need to ask us, and nothing is lost by cancelling: Pro stays active until the end of the period you already paid for, and every file you have made keeps working.

Refunds

If Snapture doesn't work for your pages, tell us within 14 days of purchase and you'll get a full refund, handled by our payment provider. No forms. The quickest way is Request a refund in the Snapture popup, which opens an email with your licence key already filled in so we can find your order straight away. Writing to us directly works just as well. See the refund terms for the details, including your statutory rights.

Reporting a bug

The single most useful thing you can send is the URL of the page that failed, plus what you expected versus what you got. A screenshot of the Figma result helps too. Captures never leave your computer, so we can't see anything unless you send it — and please don't send captures of confidential pages.