Troubleshooting conversion issues

This page covers the most common issues users run into when converting images, and exactly what to do about each one.

My conversion failed

If you see a "Something went wrong" error after clicking Convert now, the most likely causes are:

The image is too complex Images with extremely dense detail — a crowded street scene, a photo with dozens of small elements — can occasionally time out during processing. Try a simpler, cleaner version of the image with a more defined subject.

A temporary server issue Illustra's AI processing provider occasionally experiences brief slowdowns. Click Try again — the same image will be resubmitted and usually succeeds on the second attempt.

Your internet connection dropped If your connection was interrupted during the conversion, the request may not have completed. Check your connection and click Try again.

If the conversion fails three or more times in a row, try a different image to rule out a file-specific issue. If the problem persists across multiple images, contact us at support@illustra.co.

My conversion is taking a long time

Most conversions complete in 15 to 60 seconds. If yours is taking longer than 90 seconds, here's what to check:

• Slow connection — Illustra needs to upload your image and download the result. A slow connection extends both ends of this process. Try switching to a faster network.

• Large file size — Files close to the 10 MB limit take longer to upload. Compressing your image before uploading will speed this up.

• High demand period — During peak usage times, processing queues can be slightly longer. The processing screen will continue until your result is ready — you don't need to do anything.

If a conversion has been running for more than three minutes, click Cancel and go back, then try again. This clears the stuck request and starts a fresh one.

The illustration quality isn't what I expected

The AI produces the best results when the source photo is high quality and well-composed. Here are the most common reasons an illustration comes out below expectations — and how to fix each one.

The subject isn't clear If your photo has a complicated background or multiple competing elements, the AI may not be able to identify your intended subject clearly. Try cropping your photo tightly around the subject before uploading.

The photo is poorly lit or low contrast Dark, flat, or evenly lit photos give the AI less shadow and depth information to work with. The illustration will often look flat or muddy as a result. Try a photo with clear directional lighting — soft side lighting tends to produce the best results.

The photo resolution is too low Very small or heavily compressed images produce lower quality output. Use the highest resolution version of your photo available. The closer to 10 MB the better — within reason.

The style isn't right for the image type Some styles suit certain image types better than others. Anime and pencil sketch work best with portraits and clear subjects. Watercolor works well with nature and outdoor photography. Flat design works best with products and objects on clean backgrounds. If the result isn't landing, try a different style before reuploading.

My download isn't working

The file isn't appearing in my downloads folder Check that your browser isn't blocking downloads from Illustra. In Chrome, go to Settings → Privacy and security → Site settings → Automatic downloads and make sure illustra.co is allowed.

The SVG file looks blank when I open it SVG files open in different applications depending on your operating system. If it looks blank in a browser, try opening it in Figma, Adobe Illustrator, or a dedicated SVG viewer. Some SVGs with complex gradients don't render correctly in basic preview apps.

The JPG looks lower quality than the preview The preview in Illustra is displayed at a lower resolution for speed. The downloaded JPG is always the full-resolution output. If the downloaded file still looks low quality, the source image may have been too small — try converting a higher resolution version.

I can't upload my file

Wrong file type Illustra accepts JPG, PNG, and WEBP files only. PDF, GIF, TIFF, HEIC, and other formats are not currently supported. Convert your file to JPG or PNG before uploading.

File too large The maximum file size is 10 MB. To reduce your file size:

• On Mac: open the image in Preview → File → Export, and reduce the quality slider

• On Windows: open in Paint → File → Save as, and choose a lower quality setting

• Online: use a free tool like squoosh.app to compress without losing too much quality

The upload zone isn't responding Try refreshing the page and uploading again. If you're using a browser extension that blocks scripts or ads, it may be interfering with the upload. Try in a private/incognito window or a different browser.

I'm not receiving confirmation emails

Check your spam or junk folder first — confirmation emails from Illustra occasionally land there depending on your email provider.

If the email isn't in spam, wait two minutes and try resending it from the login page. If you still don't receive it after two attempts, contact us at support@illustra.co with your email address and we'll resolve it manually.

My account isn't saving my conversions

Conversions are only saved automatically when you are logged in at the time of conversion. If you completed a conversion as a guest and then logged in afterwards, that conversion will not appear in your dashboard.

Going forward, make sure you are logged in before you start a conversion. If you converted as a guest and want to save the result, download it immediately — guest session results are not recoverable after the browser tab is closed.

Still stuck?

If your issue isn't covered on this page, we're here to help. Email us at support@illustra.co with:

• A description of what you were trying to do

• What error message or result you saw

• The name or type of image you were uploading (if relevant)

We aim to respond to all support emails within one business day.