Browser extension troubleshooting
Fixes for the most common extension problems: signing in, the page not dimming, failed uploads and captures you cannot find.
Try these first
Refresh the page you want to capture.
Right-click the icon, choose Open Panel, and click Log Out on the Settings tab. Then sign in again.
Signing in
It says Login failed. Check your credentials.
You see this for any failed sign-in, including a lost connection. Try these in order:
If your account uses two-factor authentication, email and password alone cannot sign in the extension. Click Continue with Google, then Sign in with email and password in the window that opens. See Install the browser extension.
Sign in at hub.magic-testimonials.com with the same email and password. If that fails too, reset your password there.
Check your internet connection and any VPN.
Make sure your organization is active. If it is waiting for approval or suspended, the extension cannot sign in. See Login and access.
It says your account uses two-factor authentication
A password alone cannot connect the extension to an account with two-factor authentication. Click Continue with Google, then choose Sign in with email and password on the page that opens. Sign in, enter your code and click Connect.
The sign-in window says Invalid link
The window was open too long, or the extension was not installed from the Chrome Web Store. Close the window and click Continue with Google again. If it keeps happening, remove the extension and install it from the store. See Install the browser extension.
Continue with Google says this email already has an account
Your account uses a password, and the sign-in window has already closed. Click Continue with Google again, then click Sign in with email and password in the window that opens. Or link Google on the website first. See Profile and security.
It asks me to select an organization
You belong to more than one. Choose one under Organization and click Log In again. To switch later, use the Organization menu on the Settings tab of the panel. Your next capture goes to the organization you chose.
It says Session expired, or that an administrator revoked your session
Sessions end after 90 days, and an Owner or Admin can sign out everyone's extension. If you see Session expired. Click to log in again during a capture, click the message and sign in. Then capture again.
I lost a laptop that was signed in
Go to Settings > Browser extension and click Revoke next to that session.
Capturing
The page does not dim
Refresh the page and click the icon again. Chrome's own pages, the Chrome Web Store and some sites do not allow extensions. If it still does nothing, take a screenshot with your computer and use the Upload tab. See Capture modes.
The panel opens instead of a capture
You are signed out. Sign in, then click the icon again.
Clicking the icon starts a capture, but I want the panel
Right-click the icon and choose Open Panel.
It says to click the icon while you are on the page
Chrome lets the extension work only on the tab where you clicked it. Go to the page, click the icon there, and try again.
I dragged a box, and nothing happened
The box was probably too small. It needs to be at least 50 pixels wide and tall. Click the icon and drag a larger one.
Full Page Capture from the right-click menu showed nothing
That option shows no message, whether it works or not. Look in your Inbox. If the capture is not there, use Capture Full Page in the panel, which shows a message.
Uploading
It says Failed to upload
The rest of the message gives the reason. If it mentions a monthly limit, you have used this month's AI captures. See AI capture credits. Otherwise, check your connection and try again.
It says Already captured
You have saved this exact image before. Click the message to open the existing testimonial.
Some of my uploaded files failed
Files must be PNG, JPEG or WebP and no larger than 10 MB.
My capture is not in the app
Look in Testimonials, because some sources skip the Inbox. See Project and source platform.
Compare the organization name in the panel with the one in the app. Your capture went to the one in the panel.
If it shows Processing failed, see AI capture quality.
Start again
If nothing else works, remove the extension and install it again. Go to chrome://extensions, find Magic Testimonials and click Remove. Then follow Install the browser extension. Your testimonials and your account are not affected.
Still stuck? Getting help shows how to reach us.
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