Join my mailing list to get access to the Vault with free downloads like my Durango Brush for Procreate and stickers for your GoodNotes planners.
I'M STUCK, HOLLY!
I NEED YOUR HELP!
No worries! I'm here to help. However, I ask that you please read through this page to see if you can get a solution to your problem first.
My office hours are Monday through Friday from 10 a.m. to 4 p.m. MST and I'm off weekends and holidays. Please allow up to a 48 hour response to some questions (most times much earlier). By reviewing the solutions below we can save you a lot of time!
Common Solutions to Common Questions
Be sure to expand each question/issue to review possible solutions. We do our best to update these frequently. Please look for an answer before submitting a ticket as it will save you lots of time!
We are available for support Monday through Friday from 10 a.m. to 4 p.m. MST via the form below at the bottom of this page. We are a small team and appreciate your patience for responses. Please allow for longer response times on holidays and weekends as we do not work during them. Please review all FAQs listed below before submitting a ticket as we do our best to answer the most common questions.
We don't provide one on one telephone or live chat support at this time due to us being a small team. Our support is done via our ticket system below. We create videos to assist the masses in a more timely and effective manner on our blog so we encourage you to look through it for tons of free tutorials.
Okay make sure you entered your email correctly. We see lots of typos!
If you did, click here to learn how to whitelist the email address: email@example.com. Then, refresh your computer and sign back up again.
You will receive an email from me that you must click a confirmation button. If you don't do that you won't get my emails.
In December of 2018 we combined both our Digital Planning and Lettering Libraries into one called The Vault.
If you didn't receive our email with the updated info, please go click here to join the Vault again to get your updated password.
We have archived it and no longer offering this service.
Honestly, I don't use one. I have tested the Tech Armor Matte Screen and the PaperLike and I don't like either. I cannot stand the grainy dots that it leaves on the beautiful retina screen of the iPad Pro. Upon speaking to Apple, they don't recommend one. They make their screens super tough for a reason. If they didn't they would sell their own protectors. I have two videos on my blog about them if you want to watch.
We created a digital planning focused Facebook Group and to get an invitation to join you must join our Vault email list. Once you do that you will get an email that has the invitation to join.
SHOPPE RELATED ISSUES
Most of the time it's because you're trying to download via your email receipt - and sometimes we have to update our download links. There is simply no way to update emails with links that automatically have left the server.
Therefore, we ask that you login to your shoppe account and locate your order. From there, you can access your download links. These will ALWAYS be the most updated links. You can find this login in the SHOPPE page's very top menu (blue). Or by clicking here. Please note that our shoppe is a different domain from this site, so you will need to click on SHOPPE in the menu to go to the shoppe.
- Don't use Chrome on the iPad as for some reason it doesn't like the download links on our site. Use Safari, or you can also try the browser in the App store called Aloha (we recommend trying both before responding after you do all of the following):
- Clear your iPad Cache and Reboot it.
If you're trying to download your order via your iPad and you're using the cellular service vs the wi-fi you may never be able to download these larger files. Apple's iOS has a throttle on downloads.
We recommend using your computer to download your order, unzip the files and transfer your files to a cloud service like DropBox or iCloud. Then, you can access your files via those apps on your iPad.
If you don't have a computer, please try switching your iPad to WiFi to download your order. If this still doesn't work, your ISP (Internet Service Provider) may be throttling your downloads to your device. Some people have found success by going to a neighbor's house with different Internet service or rebooting their routers.
If you aren't on an iPad Pro and you're using a different iPad Model, you'll probably not be able to download large files because those machines don't have enough RAM. We have found that people with models other than the iPad Pro often can't open large .PROCREATE files. This is why we only support iPad Pro models per our product descriptions for lettering products.
2 - Clear your iPad Cache and Reboot it.
You can login into your account by visiting the shoppe and looking at the top right where it says My Account. Then, you can locate your order and download anything directly from there. This is the best way to get updated downloads and your backups if you lose them.
If you cannot access your account or request a lost password this may be because you have accidentally typed your email incorrectly in our shoppe when you last checked out there. Submit a ticket so we can research and fix this for you.
If you can login and your PayPal shows your order went through and there is no order showing in your account on our shoppe, please complete a request below with all the info you have. This is usually because PayPal doesn't signal the completion back to the shopping cart. We have to do it manually in this instance.
First off, if you have never purchased from us in our store then you cannot enter a login and password. you need to add items to your cart and complete the checkout to set up a login account.
Also, if you are trying to use a password from the store to buy or login to the workshops and vice versa, you can't! The workshops are on what we call an LMS or learning management system. And those are on hollypixels.com. Our store is a shopping cart system and those are on hollyshoppe.com. We keep them separate for technical reasons. You must create logins separately.
You may also have entered your email incorrectly when you made your purchase. Submit a ticket below so we can fix that for you.
If this happens and you did pay with PayPal and you see it went through your PayPal please contact us below so we can manually push it through. Sometimes, PayPal does not communicate back to our shopping cart for some strange reason and it shows failed or pending.
Well, that's impossible and it's a scam we see often.
You should carefully review your cart at check out before you pay.
We will review your order and we can see if you downloaded something. If you downloaded it you bought it! The only way we refund is if you didn't download it, or you were charged twice.
You cannot return a digital product so please think twice before buying! Ask if you aren't sure first!
IPAD LETTERING RELATED ISSUES
No! Absolutely NOT! We simply host our downloads via our DropBox account. That's why you see it in our videos a lot. We are giving you the SHARE links to it. If you have the DropBox app on your iPad and have a DropBox account it may try to show it via this app. If not, it will show via your browser or other Files app that you are using.
You can go to the Files App that comes with your iPad and choose Edit in the left column (at the top) and you can choose to turn on and off the file locations you want to use.
You can use any cloud sharing service to back up your products like Google Drive, iCloud or DropBox.
If you purchased this set, here, this is how I have explained how to set these up. Choose your option based on how you are buying and downloading your product purchase files.
2 - Clear your iPad Cache and Reboot it.
Often we see people trying to import or open a .zip or .PDF file inside of Procreate. You cannot. If you are trying to open a .Procreate guide file you need to make sure it's unzipped and it is in fact a .Procreate file. Make sure you are following our instructions here. If you are still having issues with files and you are sure you have unzipped them and are trying to import a .procreate file in the canvas gallery section and a .brush file inside the brushes palette, try rebooting your iPad Pro first.
Make sure you're using the most updated version of Procreate and your iOS is updated as well. If that doesn't help, try unzipping and putting your files in the iCloud services instead of Dropbox. Follow the instructions above for how to download and install the Companion Workbook and Procreate guides for video instructions.
I have lots of videos based on the top of files you're trying to open. If you click on the product in the shoppe and read the description you'll find vides in each of those embedded with details to how to use those files.
You can alter them to fit your needs. However my brushes are protected by copyright so you cannot re-share your versions based on mine or sell them to anyone.
I have videos for that! Click here.
Sometimes this is the brush setting, but remember, Procreate isn't a magic tool. You need to learn to control your strokes and pressure. The better you get, the slower you move, the less you'll see those imperfections. Some people find that adjusting pressure curves helps too.
I don't provide any individual one on one support at this time for helping you learn brush lettering. Please feel free to comment on a video if it pertains to your question on YouTube or a blog post comment.
Okay that means your Apple Pencil sensor is probably broken. Try switching it out with the extra one that came with it and see if that helps. Or, perhaps your Apple Pencil tip isn't screwed on all of the way. If neither of those works try rebooting your iPad Pro. Also, sometimes an update to Procreate may cause some glitches. You can always check the Procreate forums for this.
Possibly, but most older iPads can't handle the file size of Procreate files because they don't have enough RAM. You shouldn't have any issues with brushes as those don't tend to be too large in file size. If you have a 6th Gen or iPad Pro you will be fine.
Okay, try signing up again and use the link on the website that it will redirect to. Sometimes, the email links can cause you to have problems. You'll only be signed up one time per email address.
2 - Clear your iPad Cache and Reboot it.
It could be your Apple Pencil tip is messed up and you need to replace it. But it could also be you need to reboot your tablet. This can also be related to any new updates Procreate might have done. Until they fix the glitch you can check the Procreate forums.
Watch the video here.
Watch this video here.
Look above the freebie download files. In fact I ask that you go back and READ the entire page including terms. You may be missing a lot by not reading things.
If you are trying to download any of these file types you WILL NEVER be able to see a preview. Ignore the message and follow the video instructions for downloading and installing files we've provided either in the Vault or with the products in our shoppe.
.procreate (brush files and procreate files)
Hi! We changed our libraries to combine them into one called THE VAULT. This occurred on December 24, 2018.
An email will go out before the 1st to you with the new password to access the ONE vault with all of our downloads.
If you don't get that email or can't wait, go to the homepage and sign up again. This will not add you to the email list twice, but will give you an email confirmation to click and then you'll get the new password in a second email. Please add firstname.lastname@example.org and email@example.com to your email contact address book to avoid your emails go to spam BEFORE you sign up again.
Yes. The layer limits in Procreate exist to prevent your Procreate from crashing when it tries to do more than the iPad can handle. These limits vary according to canvas size and the model of iPad you're using.
iPad 6th Gen and iPad Pros seem to work okay with multiple layered files like in our Companion Guide in the shoppe.
For more info on what your device can handle:
Try creating a different-sized canvas for a different layer limit.
When creating a new custom canvas, you'll see your Maximum Layer limit when you input your canvas dimensions. You can also access this by swiping left on any custom canvas in the Create menu and tapping Edit.
DIGITAL PLANNING RELATED ISSUES
We make that super simple to understand. Click here to read and watch our video explanation of these cool planning features for your tablet.
You can pretty much use any tablet that works with a note taking application that accepts PDF files. We prefer the iPad and the GoodNotes app together. After you purchase the GoodNote app from the App Store, you can import our GoodNotes optimized file versions into it it to get started. If you have another note-taking app that accepts PDF files you can use our PDF versions. Please make sure that your device has enough storage space to accept the files. We indicate file space needed for our files in the product descriptions.
No! You can download our files directly to your device, or use your favorite cloud storage service. We use DropBox so you’ll see it in our videos a lot. A cloud service like DropBox makes it easy to keep backup copies of files.
While I’m not sure how you do it on other types of tablets, we do have a video on how to unzip directly on the iPad. You can view that here. However, we recommend that you download zip files on your computer, unzip them there and place the unzipped separate files on a cloud service. It will make putting them in your iPad or note taking app so much quicker and easier!
Unfortunately, no. That’s because they are what make our planners super special. We want you to have the entire system.
No! We used to only offer GoodNotes optimized files. But now you can purchase our Pixel Planner 2.0 or stickers sets and get both the GoodNotes optimized downloads as well as zip files of our PNG files for stickers.
We are not affiliates of GoodNotes. We just love the app! So you’ll need to visit the app store to review the current price as it is not free. Most note taking apps are not free.
GoodNotes is an iOS app device.
This is because you do not unzip a .goodnotes.zip file. You install the entire file. Be sure to watch our video on Pixel Planners 2.0 to see how this works.
No. Procreate is a different application from GoodNotes.
Please makes sure that the blue pen icon at the top is clicked and highlighted blue. Then, you should be able to click on the tabs of the Pixel Planner to jump. Do not long press.
For GoodNotes watch our Pixel Planner 2.0 video. For other applications we recommend going to their websites to review their support instructions.
To get your most current version of the product you purchased, visit the shoppe and look at the top bar in the right corner. You’ll see My Account. Login here. If you can’t find your password please request a lost password there to reset it. Then, look in My Orders once you’re in our account. You can download here via the buttons.
Sure! We give you a GoodNotes optimized file with stickers you can copy and paste, or a zipped set of PNG files to use with other note taking application planners.
It's a secret and you must join the Vault to get an invitation in your email!
We do a call quarterly for any open spaces we might have available. Be active on social media sharing your planning so when it comes time to apply we can see if you’re a good fit for us.
We love hearing what you’d like to see added to the shoppe! Just submit a ticket below with your idea and any samples.
That post or product may not be available anymore. Sometimes we retire items. If you cannot find it in the store, then it is no longer available.
WORKSHOP RELATED ISSUES
Remember, your login to our workshops is NOT the same as the store. You can login to paid workshops here.
You can also find the Login at the top of the Courses page in the blue row.
If you are NOT logged in properly you cannot view the workshop information.
You may need to reset your password on the LOGIN screen if you are continuing to have issues. Then you can also try clearing your cache.
There are some known issues with iOS and streaming in Quicktime format which is what browsers like Safari, Chrome, etc. use. After researching this on the Apple forums, people have had luck by downloading the Aloha browser from the Apple store. It apparently doesn't use the Quicktime format for streaming videos.
You can also try these options:
- Clear your cache: https://www.macworld.co.uk/how-to/iphone/clear-cache-iphone-3609079/
Turn your router off and on after 20/30 seconds
Close out all apps and reboot your iPad
Use a desktop computer
Watch the video here.
Our course purchase/checkout system is not the same as our shoppe. You cannot login with your shoppe account to purchase. You need to add the course to your cart and checkout making a new account. You're welcome to set up the same username/password as your shoppe so that you can easily remember them. But logging into one won't log you into the other. Our courses are on an LMS system. Our products are in a shopping cart system. Those are two different things.