The extension stopped working

Find the message you are seeing, then follow the steps under it.

"Your Pinafly session expired"

The extension is signed out. Click the Pinafly icon, then Connect Pinafly, and approve it again. Nothing you froze is lost.

"Too many captures just now"

Pinafly allows 20 freezes a minute. Wait a minute and try again.

"You've saved 50 screens this month"

The free plan saves 50 screens a month: the pages you freeze and the screens reviewers' comments save. The count starts again on the first of the month, or you can upgrade for unlimited screens. See Plans, seats and billing.

"Snapshot is too large"

The page is more than 32 MB once frozen, usually because of very large images or a very long page. Freeze a shorter part of it, for example with long lists collapsed.

"This freeze did not finish"

Nothing was saved. Freeze the page again. If it fails the same way twice, the page may be closing or reloading itself while it is frozen. Wait until it has fully loaded before you click.

The icon is missing, or nothing happens when you click it

1. Open chrome://extensions in the address bar.
2. Find Pinafly and check it is switched on.
3. If it shows Errors, click it and read the message. An error that names an older version than the one listed on the card is left over from before an update, and Clear all removes it.
4. Chrome updates extensions by itself. To pick up a new version sooner, restart Chrome, then reload the page you want to freeze.

If your organisation manages your browser, it may block extensions. Your IT team can allow it.

For more on this screen, see Chrome: install and manage extensions.

Images are missing from a frozen page

Some sites serve images from servers a page is not allowed to copy from. After a freeze like that, the extension offers Allow. Accept it, then freeze the page again.