The template may be locked. Only the template's author or an Account owner can edit a locked template - ask them to unlock it (Allow team edits) or make the change for you.

Your Account owner has turned off personal template creation - the button is disabled rather than hidden, and Save a copy is hidden too. Contact your Account owner if you need a new template created.

Open the template from your Personal tab and click Share with team to make it available to everyone again.

Ensure you're selecting the template correctly when generating a summary or document. If the issue persists, refresh the page, then contact support if the problem continues.

Click the three-dot menu on the template card > Delete, then confirm - there's no need to hide it first. Only the template's author or an Account owner can delete a team template. Deleted one by mistake? Contact support as soon as possible and we can look into restoring it.

Hidden templates drop to the bottom of the templates list, below your active templates. Scroll down past all active templates to find the hidden section, then Unhide or Delete the template.

If the template is locked (Prevent team edits is on), only the author or an Account owner can update it. Ask them if you need metadata changed on a locked template.

Shared templates are editable by the whole team unless locked. Use Save a copy before making changes you don't intend to share, and choose Prevent team edits from its three-dot menu to protect it from further changes.

Document generation is in the Documents section in the left sidebar, not in Templates. Templates is where you manage template structures; Documents is where you generate the actual document for a client.

Default templates are created based on the advice type you selected at sign-up. If none were created, contact support - your account setup may need to be completed.

Pre-built templates depend on the advice type selected during sign-up. If the library appears empty or limited, contact support to have your advice type updated or additional templates added.

There may have been an error when the template was uploaded or processed. Re-upload the template, then regenerate the document - that should clear it. If the document is still stuck, contact support and give us the document name.

Meeting and document templates can be uploaded as .docx, .doc, or PDF, up to 50 MB. Remove any password protection first. If a file won't upload or gets stuck in processing, check that it's one of these formats and that it isn't corrupted, then try again.

Meeting templates go under Templates > Meetings. Document templates go under Templates > Documents - these are different template types with different purposes. Delete the misplaced template and re-upload it under the correct tab. If you built the template directly in the editor, copy its contents, go to the correct section, click + New template > Start from scratch, and paste the contents.

Make sure you saved your changes - look for the save confirmation in the editor - and confirm you are generating from the correct template.

Summaries and documents are generated using the template that was active at the time of generation - editing a template does not retroactively update previously generated content. For a document, hover over it, click the three dots, and choose Regenerate. For a meeting summary, hover over the tab in the top-left corner, click it, then click the Regenerate summary button that appears to its left.

Open the template and check that each date rule has been confirmed with Apply. A rule that was entered but not applied will not be saved - re-enter the rule, click Apply, then click Create template again.

Confirm the subtasks were added before saving the template. Open the template to verify they are listed - if they are missing, re-add them, then save.

Go to Tasks and use the Assignee or Client filters to locate the task - it may have been assigned to a different team member or client than expected.

Confirm you have at least one saved task template under Templates > Tasks - the option only appears when templates exist.

Large PNG files are a known cause of generation failures. Convert PNG images to JPEG and reduce the file size before uploading. See Add images to your templates for detailed image format guidance.

If an image is causing issues, try reducing the file size before re-uploading.

Check that the image is correctly inserted in the template, not just uploaded to the library. Open the template editor and confirm the image is visible at the intended position.

Check that the image instruction in the template clearly references the client attribute (e.g., risk profile) and that the client's context contains that information. Regenerate after confirming both.

Images are inline only - they appear above or below content, not beside it. Adjust the image position in the template editor by moving it to the correct paragraph or section break.

Resize the image manually in the template, or resize it in the generated document after generation.

Ensure the image is embedded in the Word file rather than linked. Re-upload the document after confirming this - if the issue persists, contact support.

There are three places to check:

Meeting attributed to the wrong adviser? If the meeting was organised by a different email address, the recording may appear under the wrong adviser's account. To prevent this, ensure the correct adviser's email is included on the calendar invite. To fix the speaker attribution after the fact, open the meeting, go to the Transcript tab, click the speaker letter next to your name, and select Use my name.

That text is in a blue (AI instruction) zone - Marloo is treating it as a prompt, not as fixed content. Select the text and click Instruct Marloo to switch it to white (locked); white text appears verbatim and won't be changed. For meeting templates with a lot of static content, consider migrating that content to a document generation template, which handles static text more reliably.

Headings phrased as directives (e.g., "Write a summary of..." or "Document the client's...") get treated as AI prompts. Highlight the heading and click Instruct Marloo to switch it to white (locked) text, or rephrase the heading so it reads as a label (e.g., "Client Summary") rather than an instruction.

Check that the instruction is specific enough - vague prompts produce vague output.

This is usually a sign of context overload - the AI processes the full conversation history each time, and long threads reduce quality. Click the trash icon at the top of the chat pane to clear the conversation, then send a single focused instruction to continue.

Click Undo in the editor toolbar to step back through changes one at a time, including changes Marloo's AI made.