Troubleshooting & FAQ
Find answers to common questions and solutions to issues you may encounter while using FreelioPro. If you cannot find your answer here, check the specific feature guides.
Quick Links to Related Guides
Frequently Asked Questions
My client cannot access the client portal
Make sure you have shared both the portal URL and the correct password. The password is case-sensitive. If the issue persists, try regenerating the password from Project Settings. Also verify that the project has not been deleted.
I cannot upload files to my project
Free users can add up to 3 assets per project and have 500 MB of total storage. If you have reached either limit, upgrade to a paid plan for unlimited assets and more storage. Also check that your file does not exceed the maximum file size: 50 MB on the Free plan, or up to 2 GB on paid plans.
My upload says "File blocked"
Before an image or video is uploaded, your browser checks it for explicit content. The file is not sent anywhere to be checked - the check runs on your own device. "Explicit content detected" means the check flagged the file, and it will not be uploaded. "Could not verify content safety" means the check did not finish, for example because the file could not be read or the checker failed to load; remove the file and add it again to retry. The first check in a session can take a few seconds while the checker loads. No automated check is perfect - if a file you are entitled to share keeps being blocked, tell us through the Help Centre.
It says my text contains inappropriate or offensive language
Names, project and file titles, descriptions, messages, feedback, invoice notes, portfolio text and support tickets are checked against a list of words and phrases we do not allow. If something matches, it is not saved and you are asked to reword it. Rejected text is not stored and nobody reads it. Everyday working language is allowed in messages and feedback, and a support complaint can be as blunt as you like - only the wording needs to change. If ordinary text is being rejected, tell us through the Help Centre.
How do invoices work? Do you process payments?
FreelioPro is a project management tool, not a payment processor. We do not facilitate or take responsibility for financial transactions. Invoices are generated for record-keeping and sharing with clients. Use the Earnings page to manually track payment status.
My project is not showing on my portfolio
Two things are required. First, the project visibility must be set to "Public" in Project Settings, and the change saved. Second, the project needs at least one uploaded file that can be previewed in a browser - an image, a video, or a PDF. Visitors can view your work but never download it, so a project containing only files like ZIP archives or design source files has nothing to show and is left off the portfolio. External links do not count, because those files are not stored here. A cover image is optional; projects without one get a placeholder.
How do I handle a client's change request?
When a client requests changes through the portal, you will receive a notification. Open the asset to read their note, link and screenshots, then click "Upload new version". The new version replaces the current one, the request moves to the asset's history, and the client is asked to review again.
How do I change my portfolio URL?
Your portfolio URL is based on your username. Go to Account Settings and update your username. The URL will update automatically to freeliopro.com/your-new-username. Note that the old URL will no longer work.
What are the Free plan limits?
Free users can create up to 2 projects, 1 invoice per project, 3 assets per project, and 2 custom timeline steps per project. The Free plan includes 500 MB of total storage with a 50 MB limit per file. Custom portfolio layouts and invoice branding require a paid plan. Upgrade for unlimited projects, invoices, assets, more storage, and 2 GB file uploads.
What happens to my work if my subscription ends?
Your projects, timelines, invoices, client portals, and messages are kept - nothing there is deleted, and you keep full view and download access even while you are over the Free plan limits. Uploaded files are different: if a paid plan lapses, we keep them for 30 more days so you can download them, and email you four reminders before they are removed. Re-subscribing at any point during those 30 days cancels the removal and restores everything. To go back to editing without re-subscribing, delete projects until you are within the Free limits.
How do I get my files and data out of FreelioPro?
Three ways. A single project: open it and click "Download all" to get every file in it as one ZIP. Everything you have uploaded: use "Download your files" in Account Settings, which works through your projects one at a time and can resume if a download fails. Your records rather than your files: use "Export your account data" in Account Settings for project details, client contacts, invoices, timelines, messages, revision feedback, your support tickets and their replies, and the record of the legal documents you accepted, as CSV spreadsheets, plus a vCard contact file and a PDF of every invoice.
How do I delete my account?
Account Settings has a Danger Zone at the bottom. Deletion takes three steps: review what will be removed, tell us why you are leaving, then enter the 8-digit code we email you. If you have an active paid subscription you must cancel it first - the delete button stays locked until you do, so you are never left paying for an account you cannot reach. Deletion is permanent, removes your support tickets along with everything else, and there is no backup to restore from, so download your files and export your data first.
How does two-factor authentication work?
When you enable two-factor authentication in Account Settings, we email you a one-time code each time you sign in. Enter it after your password to finish logging in. Your email must be verified before you can turn it on. You can disable it anytime - we email a confirmation code first.
How do my support tickets work, and can I delete them?
Open the Help Centre and it walks you through the problem; if that does not solve it, it sends a ticket to us with your account details attached. Your tickets are listed under "Your messages" in the Help Centre, and you get a notification when we reply. If you fixed it yourself, choose "I sorted it myself" to close the ticket. You can also delete any ticket - open ones too - with the Delete button on the ticket; you will be asked to type DELETE to confirm. Deleting removes the ticket and every message in it, and withdraws it if it was still open. Otherwise tickets are deleted automatically 12 months after their last update, and all of them are deleted if you delete your account.
Common Issues
Page Not Loading or Showing Errors
If a page is not loading correctly, try the following steps:
- Clear your browser cache and refresh the page
- Try a different browser or incognito/private mode
- Check your internet connection
- Log out and log back in to refresh your session
Client Portal Password Not Working
If your client reports that the portal password is not working:
- Verify the password was copied correctly (no extra spaces)
- Passwords are case-sensitive, check for capitalization
- Regenerate the password from Project Settings and share the new one
- Ensure the project still exists and has not been deleted
File Upload Failures
If file uploads are failing, check the following:
- File size is within your plan limit (50 MB on Free, up to 2 GB on paid plans)
- You have not reached the asset limit for the project
- Your total storage quota has not been exceeded - 500 MB on Free, 100 GB to 500 GB on paid tiers
- The file type is supported (images, PDFs, documents, videos)
- The file was not blocked by the content check - blocked files show a "File blocked" message in the upload list (see the FAQ above)
- Your account is not over its plan's storage allowance - while it is, uploads are paused until you free up space or move to a larger plan (see Subscription & Plans)
- Your internet connection is stable during upload
Invoice PDF Not Generating
If the invoice PDF is not generating:
- Ensure the invoice has at least one line item with a description and price
- Try a different browser, some browsers block PDF generation
- Disable browser extensions that may interfere with downloads
- Check that your browser allows pop-ups from FreelioPro
Portfolio Not Updating
If your public portfolio is not reflecting recent changes:
- Ensure the project visibility is set to Public in Project Settings
- Confirm the project has at least one uploaded image, video, or PDF - projects with no previewable file are not listed
- Clear your browser cache or open the portfolio in incognito mode
- Changes may take a few moments to propagate
- Verify you saved the changes after making updates
Bulk Download Fails or Stops Partway
If Download all or the account-wide file download does not finish:
- Keep the tab open and your device awake - the archive is built in your browser, so closing the tab cancels it
- Use Chrome or Edge for large projects; they write the archive straight to disk, while other browsers must build it in memory and cannot handle very large projects
- In Account Settings, press Resume - completed projects are remembered on this device and are not downloaded again
- Check that your browser is not blocking the save dialog or the downloads folder prompt
- A project with no uploaded files (external links only) has nothing to zip and will be skipped
Still Need Help?
If none of the above matches what you are seeing, the Help Centre walks you through it step by step - and if it still is not solved at the end, it sends the whole thing to us with your account attached, so you do not have to explain it twice.
Open the Help Centre