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This guide covers common issues you might encounter while using Craft and how to resolve them. Expand the sections below to find the topic that matches your issue.
Some troubleshooting topics live in their feature documentation:

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Sync Issues

Most sync problems can be diagnosed and fixed from the Diagnostics panel. Open Settings → Diagnostics to see your current sync status, trigger a manual sync, or report a sync error directly to our team.
The Diagnostics Settings panel in Craft showing sync status, troubleshooting links, sync history, and the Reset Sync option
The fastest fix is to fully close and restart Craft.
  1. Open Activity Monitor (Spotlight search, or Applications → Utilities)
  2. Find Craft in the list
  3. Select it and click the Stop (⊗) button at the top
  4. Reopen Craft
After restarting, open Settings → Diagnostics and check the sync status at the top of the panel.
First, confirm you’re signed in with the same account and login method on every device. Email and Sign in with Apple create different accounts even if the email looks the same.To check your email address:
Your email is shown at the top-left corner of the Documents list, next to your avatar.
If your email ends with @privaterelay.appleid.com, you signed up using Sign in with Apple. That’s a relay address generated by Apple, not your real email. Make sure you use the same Apple ID on every device.
Open Settings → Diagnostics and tap Sync Now. The app will attempt to restart the sync process.If Sync Now doesn’t resolve the issue:
  1. Sign out of Craft (Settings → Account → Sign Out)
  2. Force quit the app
  3. Wait 30 seconds, reopen Craft, and sign back in
If documents appear on one device but not another, double-check the account and login method on both (see Documents not syncing across devices above).
VPNs, ad blockers (e.g., AdGuard), and network monitoring tools (e.g., Little Snitch) can prevent Craft from syncing.
  1. Temporarily disable the tool
  2. Restart Craft
  3. Check whether sync is restored
Browser extensions like Hush and Plume Guard can also block access to Craft’s servers.
Corporate firewalls and privacy programs can block traffic to Craft. If you’re on a work network, ask your IT department to allow these domains:
  • api.craft.do
  • docs.craft.do
  • res.craft.do
See also: Can’t access Craft on Web app or Windows.

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Login Issues

When you choose Continue with Apple on your Mac, you’ll be prompted for a password. This is Apple’s security measure.
Enter the password of your macOS user account, not the password for your Apple ID. If you type the Apple ID password, the prompt simply reappears without an error.
Some browser extensions, ad blockers, or private networks may prevent you from reaching Craft. Common symptoms include “Server Not Found” or pages that simply don’t load.Apps known to cause this:
  • Hush
  • Plume Guard (the Secure DNS feature in the Plume HomePass app)
Try these steps:
  1. Disable the extension or tool temporarily
  2. Mark Craft’s domain as secure in the tool’s configuration
  3. Try a different network
If the issue persists across networks and cellular data, please contact support.

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Performance Issues

Quick fixes:
  1. Restart the app via Activity Monitor (see Sync shows as ‘Offline’ above for steps)
  2. Close unused tabs and windows
  3. Check whether window management apps (e.g., Magnet, Rectangle) are up to date
Information to include when contacting support:
  • Are you using an External Storage space?
  • Any window management apps in use?
  • Any third-party text editing tools?
  • Screenshot of System Settings → Privacy & Security → Accessibility
  • Does restarting the app help?
  • Do multiple tabs and windows trigger the issue?
For persistent slowdowns, send us a Spindump. See Capture diagnostic data under Reporting bugs for steps.
Check the following:
  1. Which Windows version are you running?
  2. Are you connected to a company network or VPN?
  3. Does restarting the app restore normal performance?
  4. Does restarting the computer restore normal performance?
If the issue persists, record a full-screen video of the problem and share it with support. See Capture diagnostic data under Reporting bugs for additional logs you can include.
To use the Grammarly desktop app with Craft on macOS:
1

Download Grammarly

Get the desktop app from grammarly.com/desktop.
2

Launch Grammarly

Open the app after installation.
3

Grant accessibility permission

Follow the in-app guide to enable Grammarly in System Settings → Privacy & Security → Accessibility.
4

Restart Craft

Quit and reopen the Craft app.
The Grammarly widget should appear whenever you select a block.

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macOS-Specific Issues

If you only see an Open button in the App Store instead of the update:
1

Force quit the App Store

2

Reopen the App Store

3

Search for 'Craft Docs'

4

Open the app details page

Click the app title to enter the full detail view.
5

Check for the update button

This message appears when leftover files from a previous installation remain on your Mac. It typically happens when Craft was installed from multiple sources (e.g., both the App Store and Setapp).
1

Delete Craft from Applications

2

Clear container folders

In Finder, go to Go → Go to Folder and paste these paths one at a time, then delete the contents:
~/Library/Group Containers/group.com.lukilabs.lukiapp.share/
~/Library/Containers/com.lukilabs.lukiapp
3

Sweep for leftovers

If the message persists, search both Group Containers and Containers folders for any items containing craft, lukilabs, or lukiapp and delete them.
4

Reinstall Craft

Install Craft fresh from your preferred source.

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iOS / iPadOS-Specific Issues

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Windows and Web App Issues

On a company device or network, your company’s proxy may be blocking access.Ask your IT department to allow these domains:
  • api.craft.do
  • docs.craft.do
  • res.craft.do
This message means the app has lost its connection to the internet or our servers. It will automatically attempt to reconnect.What to do:
  • Check your internet connection. Make sure it’s active and stable.
  • Pause editing. Avoid making changes until the connection is restored, to prevent potential data loss.
  • Reload the page. If your connection is stable and you have no unsaved changes, refresh the page.
The message disappears as soon as the connection is back.
On the Web app, some pasted links (e.g., LinkedIn) may show “Failed to fetch data” instead of a thumbnail.The third-party service we use to fetch link previews is blocked by some providers. This is an external issue we can’t control directly.What still works:
  • Clicking the link opens it normally
  • Only the Web app is affected
  • Only personal LinkedIn profile links are affected
  • Company LinkedIn links display correctly
  • All LinkedIn thumbnails render correctly on macOS, iOS, and iPad
Craft for Windows updates automatically when you quit and reopen the app. A notification appears in the Windows notification panel (bottom-right) when a new version is available.To update manually:
  1. Uninstall Craft for Windows
  2. Download the latest version from craft.do/download or the Microsoft Store

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Subscription Issues

If you recently upgraded but Craft still shows the free tier limit (1,500 blocks), the app may not have refreshed your subscription status yet.
  1. Sign out of Craft (Settings → Account → Sign Out)
  2. Close the app completely
  3. Reopen Craft and sign back in
Your upgraded plan should now apply. If not, make sure you’re signed in with the same account you used to purchase the subscription.

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Data & Storage Issues

The Recently Deleted folder can disappear for two reasons:
  1. The deleted documents are older than 30 days
  2. The content of the deleted folder was emptied manually
If you deleted something by accident, check the Storage and Recovery documentation for available options.
If you keep getting “External location already added” when re-adding an external location, but it doesn’t appear as a space:
1

Sign out of Craft

2

Sign back in

3

Try adding the external location again

If the message persists:
  1. Delete the Craft app from your device
  2. Reinstall the app
  3. Try adding the external location again
The reliability and performance of iCloud Drive sync are outside our control. If syncing isn’t working, these steps usually help.
We do not recommend using External spaces across multiple devices. It can lead to data conflicts and data loss. If you’re unsure how to use your spaces, please contact support.
Troubleshooting steps:
  1. Trigger sync manually. Open Finder (macOS) or the Files app (iOS) and navigate to your iCloud Drive folder.
  2. Edit a document. Changing content kicks off syncing.
  3. Check internet access. Use Wi-Fi or a fast cellular connection. Make sure your device is charged.
  4. Toggle Airplane Mode. Reconnecting can restart iCloud Drive sync.
  5. Check cellular sync settings:
    • Enable System Services under Settings → Cellular Data
    • Enable Use Cellular Data under Settings → iCloud → iCloud Drive
  6. Check battery level. Low battery slows sync to preserve power.
  7. Check iCloud storage limit. Sync stops if you’ve hit your storage quota.
  8. Restart your devices. Ensures iCloud services are running.
  9. Verify iCloud is enabled:
    • iOS: Sign in to iCloud and enable iCloud Drive
    • macOS: Sign in to iCloud and enable iCloud Drive in Apple ID settings
  10. Disable ‘Optimize Mac Storage’. With this on, your Mac offloads files to the cloud, which can cause missing files.
  11. Be patient. First-time syncing can take up to a day.
  12. Sign out and back in. If iCloud Drive is hanging, sign out of iCloud and back in.
  13. Set time automatically. Make sure all devices have automatic time enabled.
  14. Update your OS. Apple improves iCloud with each OS version.
  15. Check Apple’s System Status page.

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Reporting bugs

If you’ve encountered a bug in Craft, we’d love your help tracking it down. Clear reports help us investigate and resolve issues faster.

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Before you report

  • Make sure you’re using the latest version of Craft
  • Restart the app, or refresh the Web version
  • If the issue persists, continue below

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What to include

1

Confirm your version

Mention the exact version number you’re running.
2

Share your environment

  • Device model (e.g., MacBook Pro M2, iPhone 15, Windows laptop)
  • Operating system and version (e.g., macOS Sequoia 15.4, iOS 18.5, Windows 11 23H2)
  • Platform (desktop app, mobile app, or Web)
3

Describe the steps to reproduce

List the exact actions that led to the problem. Example: “Opened a document → added a new page → inserted an image → issue happened.”
4

Attach a screen recording

Keep it short and focused on the issue, record the entire screen (not a crop), and use the highest resolution available. Screenshots also work for visual bugs and error messages. See how to record your screen below.
5

Attach a diagnostic file (if applicable)

For crashes, freezes, or persistent sync issues, include a Spindump, sysdiagnose, or browser console log. See Capture diagnostic data below.

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How to record your screen

  • Enable Screen Recording in Settings → Control Center
  • Open Control Center and tap Record
  • Stop the recording by tapping the red status bar
  • Apple’s official guide

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Capture diagnostic data

For persistent crashes, freezes, or sync issues, our team may ask for a diagnostic file. The exact format depends on your platform, but the goal is always the same: capture what your system was doing when the problem happened.
A Spindump captures a snapshot of all running processes. It’s the most useful file you can send us for hangs, beachballs, or slowness on macOS.
1

Reproduce the issue

Trigger the slow or unresponsive behavior in Craft, and leave it in that state.
2

Open Activity Monitor

Find it in Applications → Utilities, or search with Spotlight (⌘ + Space).
3

Create the Spindump

Click the three-dot menu (⋯) in the toolbar, then choose Spindump.
4

Save the file

Wait a few seconds for the report to generate, then Save the file to your Desktop.
5

Send it to support

Attach the .txt file to your support ticket along with a short description of what you did right before the issue.

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What happens after you report

  • One-off issues: We log it and monitor for related cases
  • Reproducible bugs: We escalate internally for investigation and resolution
Thank you for taking the time to report bugs. Your input helps us make Craft better for everyone.

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