Support

We have compiled a list of questions frequently asked by our users. If there is a question that we did not address on this page, get in touch with us.

If you have any feature requests, we encourage you to share them with us and other users directly.

Check out our growing social media platforms where you can ask questions to others using ProtoPie, find tips and tricks offered by experienced users or just simply stay up to date on the latest news.

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Account

Pricing, Plans & Licensing

General

  • Are all plans subscription-based?

    Yes, all plans that we offer are subscription-based. For the individual plan and team plan, you can choose between monthly and yearly billing options.

  • How are payments processed?

    We use FastSpring to process payments. It's the same payment provider trusted by fellow industry players such as Sketch and Adobe. We do not handle your credit card information directly.

    Depending on the plan you are subscribed to, FastSpring bills you monthly or yearly.

  • Which payment methods can I use?

    Generally, we accept credit cards, debit cards, PayPal, and Amazon Pay.

  • Where can I find my invoices?

    You may find your purchase invoices on the Billing page under Account Settings.

    find invoice

    If you are a team owner, you may find your invoices for your team plan on the Billing page under Team Settings.

    find invoice

    Contact us if you would like to receive a customized invoice.

  • What happens when I cancel my plan?

    When you cancel your plan, you will remain subscribed to your plan until the end of the billing cycle. After this, you will not be able to use ProtoPie anymore.

    If you were on a team plan, all members of your team can still access their prototypes in the cloud as Viewers only.

    Unless you had a perpetual license prior, this means that you can keep using the last version of ProtoPie at the time that your perpetual license expired.

  • Do you offer refunds?

    There are no refunds for our monthly plans. If you would like to cancel your monthly plan, make sure to do so before the monthly billing date.

    If you have a yearly plan and you forgot to cancel it before the billing date, reach out to us within 7 days after the yearly billing date to get a refund.

    Moreover, there are no refunds for licenses purchased before October 18, 2019.

  • Can I be subscribed to the individual plan and team plan at the same time?

    If you are subscribed to an individual plan and you start or join a team as an editor, both plans would be ongoing at the same time.

  • Can I increase or decrease the number of Editor seats?

    If you are subscribed to the team plan and you are the owner of the team, you can adjust the number of Editor seats by increasing or decreasing this number.

    When increasing the number of Editor seats, you would be charged immediately a prorated amount for the additional Editor seats.

    When decreasing the number of Editor seats, you would be charged for the new number of Editor seats from the next billing date onwards.

  • Can I switch from a monthly billing option to a yearly billing option, and vice-versa?

    If you like to switch from a monthly to yearly billing option, just opt for the yearly billing option of the plan you are on before the monthly billing date. However, you would be charged a prorated amount based on your billing cycle for the first year immediately. The next billing date would be one year after the yearly plan kicks in.

    From a yearly billing option to a monthly billing option, it would work in the same way but the other way around.

  • Why is the team plan not officially available in China?

    ProtoPie for Teams focuses on team collaboration and communication between designers and their stakeholders and heavily relies on the cloud. Therefore, a stable network is needed to safeguard that all features of ProtoPie for Teams can work smoothly. As our servers are located outside of the People's Republic of China, we cannot guarantee that the features of ProtoPie for Teams will work as intended.

    However, contact us if you believe the network in your company can handle a foreign cloud-based service.

  • Is there any discount for students and teachers?

    We support students and teachers by providing 50% discount for the first 3 years of the individual plan. Contact us and include a copy of your valid student ID or proof enrollment.

    Furthermore, we encourage teachers to use ProtoPie in class and we do this free of charge. Learn more about this.

  • I am a teacher and I would like to use ProtoPie throughout a course I am teaching. Is that possible?

    Yes, absolutely. We encourage teachers to use ProtoPie in class and we do this free of charge through what we call the Class Support Program.

    The Class Support Program is for teachers who'd like to use ProtoPie in class. We can provide you and your students with a temporary team plan for free once for a whole semester (120 days).

    To be eligible for this program, we would like to see some concrete information about the course you are teaching in which you would like to use ProtoPie.

    Contact us if you like to apply for the Class Support Program.

  • Are there other ways to get discount?

    If you help in creating tutorial videos or spread the word by writing articles about ProtoPie, you are able to get some discount for the individual plan.

    Contact us if you are interested in doing this.

  • How do I become an official ProtoPie reseller?

    Contact us if you would like to become an official ProtoPie reseller for ProtoPie Enterprise

    In the near future, third parties would be able to resell ProtoPie for Teams. Third parties cannot resell the individual plan for ProtoPie.

Licenses Purchased Before October 18, 2019

  • I have a license that was purchased before October 18, 2019. How do the new plans affect me?

    You can use and download the latest updates for ProtoPie until the expiration date of your license as you are used to.

    After this expiration date, you can benefit from the perpetuity of the license. This means that you can keep using the last version of ProtoPie at the time your license expired.

    It's not possible to renew your license after your license has expired. Instead, you would have to subscribe to the individual plan, billed monthly or yearly.

    As a token of appreciation, we will give you the first year entirely for free (100% off) when you subscribe to the yearly individual plan. This means that you can keep using the latest version of ProtoPie for a whole year for free. Furthermore, you can get 50% off for the first year for your whole team when you subscribe to the yearly team plan.

  • Where can I find the licenses that I bought?

    The license you had purchased has been assigned to your account immediately. Therefore, you did not receive a separate license key. You may find the details regarding your license on the Plan page under Account Settings.

    When you had bought licenses for other people, you may find these license keys on the License Management page under Account Settings.

    find invoice

    Contact us if you need more help.

  • Can I switch from a perpetual license to an individual plan?

    Even though you have a perpetual license that is still valid today, you are able to subscribe to the individual plan, billed monthly or yearly. However, you would be billed for the first month or year immediately. The next billing date would be one month or year after the expiration date of your perpetual license.

    If you cancel your individual plan, you can benefit from the perpetuity of the license that you had before. This means that you can keep using the last version of ProtoPie at the time that your license expired.

    Example

    Your perpetual license has 2 months left and you would like to opt for the monthly individual plan afterwards. You could subscribe already if you prefer. You would be billed for the first month immediately. 1 Month after the expiration date of your perpetual license (meaning 3 months later) would be the next billing date.

  • Can I have a perpetual license and be on a team plan at the same time?

    If you have a valid perpetual license and you start or join a team as an Editor, both would be ongoing at the same time.

Privacy

  • Does ProtoPie comply with the General Data Protection Regulation (GDPR)?

    ProtoPie is striving to comply with the GDPR that has gone into effect on May 25, 2018. The GDPR gives citizens in the EU more control over their personal data. Regarding the personal data we collect, we are committed to the right to privacy you have as well as being transparent about why and how we store your personal data.

    Based on this data privacy regulation, we have made the following changes:
    • An updated Privacy Policy that is more transparent.
    • An updated sign up page.
    • The option to unsubscribe from all marketing communications at once on your profile page.
    • The option to delete your account on your profile page.

Troubleshooting

  • ProtoPie does not run at all. What should I do?

    If you get to see the following error message, follow the steps below depending on your operating system.

    save ProtoPie
    Windows
    1. Update to the latest version of Windows.
    2. Restart ProtoPie.
    macOS
    1. Go to "~/Library/Application Support/ProtoPie".
    2. Delete the "preference.json" file.
    3. Restart ProtoPie.

    Contact us if you need more help.

  • Importing from Adobe XD CC encountered a problem. What should I do?

    You received an error message stating "Importing from Adobe XD CC encountered a problem" when attempting to import designs from Adobe XD.

    ProtoPie must have access to Adobe XD its data folder. Due to unknown reasons, this folder's permissions to read and write could have been assigned to system only on macOS, which happens rarely. You need to change the permission settings for Adobe XD its data folder in order for ProtoPie's integration with Adobe XD to work.

    1. Click on the Spotlight icon in top-right corner of your screen to run Spotlight Search. adobe-xd-integration-doesnt-work
    2. Enter “~/Library/Application Support” in Spotlight Search and open the Application Support folder. adobe-xd-integration-doesnt-work
    3. Right-click on the Adobe folder and press Get Info. adobe-xd-integration-doesnt-work
    4. At the bottom of the Info window, you may find the Sharing & Permissions sections. Expand this section and click on the [+] button in the left bottom corner to add a permission. If needed, click on the lock icon to unlock the permissions settings. This would require an administrator name and password. adobe-xd-integration-doesnt-work
    5. From the list of Users & Groups, please select the username you are currently logged in with on macOS and press Select to add it to the permission list. adobe-xd-integration-doesnt-work
    6. Click the gear icon and select “Apply to enclosed items…”, then you will see the dialog below. Press OK to enforce permission settings to apply to all enclosed items. adobe-xd-integration-doesnt-work
    7. Close the Info window.
    8. Restart both ProtoPie Studio and Adobe XD.

    Contact us if you need more help.

  • Importing from Sketch, Adobe XD or Figma does not work. What should I do?

    There could be various causes to this happening. Make sure that you have Sketch, Adobe XD or Figma running with a file that contains at least one artboard (Sketch and Adobe XD) or frame (Figma).

    Regarding Figma, a fast internet connection with enough bandwidth is needed to import a frame into ProtoPie.

    Also, make sure to update to the latest version of the aforementioned tools.

    Contact us if you need more help.

  • Why does importing my designs with mask layers from Sketch not work?

    ProtoPie can only import artboards if all mask layers and layers affected by the mask layers have been grouped. This is usually the case. However, when a mask layer and the layers affected by this mask layer are at the top of layer hierarchy within an artboard, it could be that they are not grouped.

    Make sure to group a mask layer and layers affected by this mask layer if they happen to be ungrouped.

  • Why does it take a long time to import my designs from Figma?

    The fact that Figma is an online interface design tool brings its own set of challenges regarding ProtoPie its integration with Figma. Hence, importing a frame from Figma into ProtoPie could take longer than importing an artboard from Sketch or Adobe XD. Possible reasons for this are an affected latency depending on how far away you are located from Figma's server as well as your own internet connection.

    Make sure that you have a fast internet connection with enough bandwidth to ensure the best performance. Furthermore, we will keep working with Figma to improve any possible issues.

  • Why have some layers been imported from Figma incorrectly?

    When a frame contains text layers, mask layers and rotated layers, it is possible that they appear differently after importing due to technical limitations of Figma's API.

    You could work around this issue by doing the following.

    1. Add a frame in Figma covering all layers that have been imported incorrectly before.
    2. If these layers have visual effects such as shadow and blur, make sure the frame is big enough to contain the aforementioned layers.
    3. Put the aforementioned layers into the frame.
    4. Mark the frame as exportable.
    5. Re-import your frame into ProtoPie after selecting the “Only layers marked for export” option.
    6. This frame that you just re-imported will appear as one layer in ProtoPie.

    If the workaround above does not work for you, it would be due to the technical limitations of Figma's API. We recommend that you contact Figma directly.

  • There seems to be some lag in the preview window. What should I do?

    You can turn off the auto reload option in the preview window. You may find this option in the lower left corner of the preview window.

    preview lag

    Contact us if you need more help.

  • I cannot connect ProtoPie Player on my smart device to ProtoPie Studio using the QR code. What should I do?

    First, make sure that your computer and smart device are connected to the same network that is working well. Once they are connected to the same network, make sure that the IP address in ProtoPie Studio on your computer matches the one of your smart device in ProtoPie Player, e.g. 172.16.3.169.

    If you are still not able to connect ProtoPie Player to ProtoPie Studio, it could be that your network has certain security limitations or the IP addresses do not match even though your computer and smart device are connected to the same network.

    The alternative would be to connect ProtoPie Player on your smart device to ProtoPie Studio through USB.

    Contact us if you need more help.

  • I cannot connect ProtoPie Player on my smart device to ProtoPie Studio through USB. What should I do?

    Regarding iOS devices, make sure that your Lightning-to-USB cable has Apple’s MFI certification. On Windows, iTunes needs to be installed to connect iOS devices to ProtoPie Studio through USB.

    Regarding Android devices, make sure that USB Debugging is enabled. Learn more about USB Debugging.

    If this problem persists, reboot your smart device and try connecting again.

    Contact us if you need more help.

  • My prototype behaves differently in the preview window compared to ProtoPie Player or the cloud?

    Prototypes and their interactions made in ProtoPie should behave the same in the preview window, ProtoPie Player, and the cloud, with the exception of sensor-related interactions, interactions across devices, and interactions involving the Link response.

    Contact us if you encounter this issue.

  • ProtoPie Player crashes while loading or running my prototype. What should I do?

    There are various steps you can take to fix this.

    • Reboot your smart device.
    • If rebooting helped, it means there was a problem with the memory in the smart device. Make sure to not have too many apps open at the same time.
    • If rebooting did not help, delete ProtoPie Player and reinstall it.

    Contact us if you need more help.

  • I cannot find the fonts that I installed on my computer. What should I do?

    Make sure that you install fonts using Font Book on macOS or Fonts Control Panel on Windows, instead of using third-party font managers. After restarting ProtoPie Studio, you should be able to use fonts that you just installed.

    Contact us if you need more help.

  • Why can I not see the correct font in my prototype in the cloud or in ProtoPie Player on smart devices?

    ProtoPie utilizes fonts that have been installed locally on the computer or smart device. If you don't see the correct font in your prototype, it usually means that you still need to install this font on that specific computer or smart device.

    If you use macOS and iOS, you can transfer fonts easily from your computer to your smart device using AirDrop.

    Contact us if you need more help.

  • Uploading my prototype to the cloud does not work. What should I do?

    There are various steps you can take to fix this.

    • Check your network and make sure you have a fast internet connection with enough bandwidth.
    • Log out and log back in to ProtoPie Studio.
    • Restart ProtoPie Studio.

    Contact us if you need more help.

  • Why do videos not autoplay in my prototype in the cloud when using a desktop browser?

    Some browsers have policies in place that disable videos with sound to autoplay. We recommend enabling videos with sound to autoplay by going to your browser's settings.

    A workaround would be to remove the sound from the video you are using in case you don't need the sound of that video.

Still need help?

Is the answer to your question missing? Get in touch with us.
Share your feature requests with us and other users directly.