Zoviz Help Center
Troubleshooting & support

My download is locked or low quality

Downloads stay locked, or come out small, until a plan unlocks the brand. Here's why it happens and how to get full-quality files.

Why it happens

You can create a brand, make its logo and design its assets for free. Full-quality downloads need an unlocked brand, and a plan is what unlocks it. Each brand is unlocked separately.

Plans unlock brands: Starter 1 brand, Pro up to 5, Business up to 15.

Your download is small or screen-only

On a locked brand, some designs, such as social posts, business cards and letterheads, offer a Quality choice when you download:

OptionWhat you get
Standard (Free)JPG, up to 800 px, for screens. The button reads Download free.
HDJPG and PDF, exact render, print ready. The button reads Unlock HD.

After a Standard download, Zoviz asks Need it for print or as a PDF? and offers Get HD. To get the HD file, unlock the brand.

The brand isn't unlocked yet

No plan yet:

  1. Open the brand's Brand Dashboard and click Unlock Now. On your dashboard, the brand card's ⋯ menu has the same action; it reads Subscribe Now when you have no plan.
  2. Pick a plan and complete checkout.
  3. The plan unlocks this brand.

Right after checkout, the brand can take a moment to unlock. If it still looks locked, refresh the page.

Already on a plan:

  1. Open any asset of the locked brand.
  2. The Unlock with subscription window shows how many brands you can still unlock with your plan.
  3. Click Unlock brand kit for this brand. The window shows Brand kit unlocked.

On a plan, Unlock Now in the Brand Dashboard also uses one of your plan's brand unlocks.

Your plan's brand unlocks are used up

Each brand you unlock uses one of your plan's brand unlocks. When they're all used, you'll see one of these messages:

To unlock another brand, move to a plan with more brands. Compare them on Plans & pricing. Need more than 15 brands? Ask about Enterprise with Contact Sales on the pricing page.

You're in a team workspace

Brands belong to the member who created them. Only that member can unlock a brand, even if you're the workspace Owner. Ask the teammate who created the brand to unlock it.

If the unlock window shows Permission Required, your workspace role can't do this. Ask your workspace admin to change your role. See Workspaces & team roles.

The wrong brand is selected

Tools and downloads always use the brand selected in the top bar. Unlocking one brand doesn't unlock your others.

  1. Check the brand name in the top bar or the page header.
  2. If it's not the brand you unlocked, pick the right one in the brand switcher (My brands).
  3. In a Team workspace, switch workspace first. Each workspace has its own brand list.

Can't see the brand at all? See I can't find my logo or brand.

Your plan has ended

When a plan ends, the brands it unlocked lock again, so their downloads lock too. Files you downloaded while the plan was active keep full commercial-use rights, and you can keep using them.

Did your renewal fail, or did you cancel? See A payment failed or my plan expired.

What full-quality downloads include

An unlocked brand gives you:

The app's plan window sums it up: HD downloads, PDF and print-ready files, and No watermark, on every asset.

Have a brand voucher?

A brand voucher upgrades the one brand you choose when you redeem it. See Redeem a voucher.

Still locked?

Contact support if you paid and the brand is still locked after a refresh. Do the same if the unlock window says the subscription check failed while you still have brand unlocks left. Include your account email, the brand name, and the invoice ID from Account setting → Billing & invoices. See Contact support.

Last updated 3 October 2026

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