"I can't see the templates I created"
Check both the Team and Personal tabs
If you made a template private, it will only appear in the Personal tab
If you shared it with the team, it will appear in the Team tab
"My changes to a template aren't saving"
The template may be locked - look for the lock icon
Contact your admin to unlock it or make changes on your behalf
"The 'Create template' button is missing"
Your admin may have disabled personal template creation
Contact your admin if you need a new template created
"I accidentally made a template private"
Open the template from your Personal tab
Click Share with team to make it available to everyone again
"I can see a template but can't use it"
Ensure you're selecting the template correctly when generating a summary
If the issue persists, try refreshing the page
Contact support if the problem continues
"I can't delete a template"
You must hide the template first before the delete option becomes available
Click the three-dot menu on the template card > Hide
Scroll to the bottom of the templates list where hidden templates appear, then click the three-dot menu > Delete
"I can't find a template I hid"
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
From there you can Unhide or Delete the template
"My template is stuck in 'analysing'"
This can happen with large or complex uploaded documents
Wait a few minutes and refresh the page — processing can take up to 15 minutes
If it's still stuck, contact support to have the entry deleted from the backend, then re-upload
Ensure the file is in .docx format — other formats can cause processing to fail silently
"Templates must be .docx"
Only .docx files are accepted for template upload (both meeting and document templates)
PDF, .doc, and other formats are not supported and will fail or get stuck in processing
Convert your file to .docx before uploading
"A colleague's name appears in all my summaries"
This is usually a header/footer issue in Settings > Company, not the template itself
Check the company settings for any names stored in the header or footer fields
Contact support if you need help removing or updating these settings
"Static text in my template is being overwritten by AI"
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 are being interpreted as AI instructions"
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
Alternatively, rephrase the heading so it reads as a label (e.g., "Client Summary") rather than an instruction
"PNG image in template causing generation to fail"
Large PNG files are a known cause of generation failures
Convert PNG images to JPEG and reduce the file size before uploading
See Images in Templates for detailed image format guidance
"I uploaded my template to the wrong section"
Meeting templates go under Templates > Meetings. Document templates go under Templates > Documents
These are different template types with different purposes — a document template uploaded to the Meetings section will not work as intended
Delete the misplaced template and re-upload it under the correct tab
Related Articles
Template Editor — Understanding white vs blue text and using Marloo AI chat
Meeting Templates — Creating and using meeting templates
Managing Your Templates — Hiding, deleting, and organising templates
Images in Templates — Image format guidance and troubleshooting
Introduction to Templates — Overview of all template types