Extension troubleshooting

Most extension problems are one of four things. Work down this list before contacting support — it will usually be one of the first two.

It does not detect the conversation

The extension only activates on a chat page. Make sure the conversation is actually open rather than a list of conversations, then reload the tab. If you installed the extension while the tab was already open, it has not been injected into that tab yet and a reload fixes it.

The export stalls partway

This is almost always the tab being suspended. Keep the tab in the foreground while a large export runs, and stop your browser from discarding it. If it stalls repeatedly at the same point, one media file is failing to fetch; turn off Include media to confirm, and the text export will complete.

It says I am signed out

Extension pairing is per browser profile. If you are in a different profile, or you cleared browsing data, the pairing is gone and you need to pair again from the side panel. This is quick and does not affect your other devices.

The archive will not open

Extract it first — some built-in archive viewers show the contents without extracting, and the HTML file cannot reach its media that way. Extract the whole folder, keep it together, then open the HTML file.