---
title: "Find a solution — Docs Segmentit"
description: "Quick answers when a selection, generation or download needs attention."
lang: "en"
canonical: "https://segmentit.com/docs/troubleshooting/"
---

# Find a solution

Quick answers when a selection, generation or download needs attention.

## The wrong area is selected

Use Exclude on the unwanted area, then Add to mask on a missing part of the subject. For a small piece attached to a larger object, try a closer photo or trace its outline. Finish with the eraser in Selection.

## The generation button is unavailable

Hover or focus the button area to read the explanation. Check that an object is selected, its mask is ready and your balance covers the displayed cost. If a task is still running, let it finish first.

## A save or generation failed

Read the message, return to the project and check the latest saved selection before retrying. If it happens again, contact us with the project name, approximate time and the message shown. Never send your password.

## Find your downloaded file

Check your browser’s download list. For a 3D file, choose a compatible viewer or import it into your 3D software. For a PNG, an image viewer may show transparency as white, black or a checkerboard.

## A useful support message

Copy this template into the contact form and fill it in. Never include a password or sign-in code.

```
Action: download my model
Expected: get the GLB file
Observed: [message shown]
Browser: [name and version]
Date and time: [including time zone]
```

[Contact us](https://segmentit.com/contact/)