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Template Troubleshooting

Errors you may run into

Written by Janaya Ravji

"I can't see the templates I created"

  • Check both the Company 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 Company 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 your file is a supported format (.docx, .doc, or PDF) — unsupported formats can cause processing to fail silently

"My document is stuck 'refining' or 'generating'"

  • 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

"What file formats can I upload for a template?"

  • Meeting and document templates can be uploaded as .docx, .doc, or PDF

  • 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

  • Very large or complex files can take longer to process — see "My template is stuck in 'analysing'" above

"A colleague's name appears in all my summaries"

There are three places to check:

  1. Global Instructions - Go to Settings > Company Settings > Global Instructions and check for any hardcoded names.

  2. Header & Footer - Check Documents > Styles > Header & Footer for names stored in the header or footer.

  3. Locked template text - Open the template and look for white (locked) text containing the wrong name. White text is rendered verbatim - ask Marloo to update it in the editor.

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.

"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. 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.

"I updated my template but an existing summary has not changed"

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. To apply your updated template:

  • For a document: hover over the document, 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.

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