Frequently Asked Questions (FAQ)
This page answers common questions about credits, membership, data storage and feature limits in Htmldrag. For any numbers, limits or prices you see in this FAQ, always treat the Membership page and in-app dialogs as the latest and most accurate source.
1. Credits & Membership
1.1 Do my purchased credits ever expire?
In normal cases purchased credits (top-up credits) do not expire. They are added to your account balance when you top up, can be used for supported features whenever you need them in the future, and are not automatically cleared just because a calendar month or billing period ends or your Pro Plan expires.
However: Some bonus credits from special campaigns or promotions may have their own validity rules, for example "use within a certain period" or "valid only for specific features". If a specific campaign, coupon or page explicitly describes an expiry rule or usage restriction, that rule always takes priority over this general description.
You can always see your current credit balance and history in your profile and on the Membership / Top-up pages.
1.2 What types of credits does Htmldrag use? What is "Monthly Gift"?
Htmldrag mainly uses two types of credits:
(1) Purchased credits (Base Credits): Added when you buy credit packages on the Membership / Top-up page. Usually do not expire unless a specific offer or campaign states otherwise. Can be used for supported features whenever you need them in the future.
(2) Bonus credits, including "Monthly Gift": Some plans or promotions grant extra credits in addition to your purchased credits. In your profile and points history you may see bonus entries such as Monthly Gift (a monthly bonus added to your account). These are bonus credits on top of your purchased credits and may follow their own reset rules.
General rules: When you use features that consume credits, Monthly Gift and other bonus credits are deducted first where applicable. Any remaining cost is deducted from your normal purchased credits.
1.3 When are credits updated, and why might the time be different from my local time?
For any credit rules that depend on dates or billing cycles, including Monthly Gift and other time-based bonuses, Htmldrag uses UTC time (Coordinated Universal Time) internally instead of your local device time.
This means: The moment you see credits updated in your local time zone is shifted by a fixed offset from UTC. For example, a reset at 00:00 UTC on the 1st of a month may appear around 08:00 on the same day in China Standard Time (UTC+8), or around 19:00 on the previous day in US Eastern Time in winter (UTC-5).
1.4 What happens when my Pro Plan expires? Can I still use the platform?
When your Pro Plan expires: You can still sign in, view your profile and access your existing works. No new Pro member allowances (such as Monthly Gift) will be granted after the end of the last billing period. Your purchased credits (Base Credits) that do not have an expiry rule keep staying in your account. Some Pro-only features and higher limits may no longer be available.
1.5 Can I use Htmldrag without buying credits or a Pro Plan?
Yes. As a Free member, you can still: Sign in, manage your profile and basic account settings; Create and edit works in the editor within your current storage and work-count limits; Download your designs as images (e.g., PNG) subject to the current limits shown on screen.
However: Some actions—especially AI generation, URL Import, certain exports or sharing features—may consume credits or require an active Pro Plan.
1.6 How can I get more credits? Do they last forever?
You can increase your credit balance by: Purchasing credit packages on the Membership / Top-up page; Subscribing to or renewing a Pro Plan if that plan includes credits; Occasionally receiving bonus credits from campaigns or promotions.
In general: Credits that you top up yourself usually do not expire. Bonus credits tied to calendar months or billing cycles (including Monthly Gift) are reset periodically according to UTC-based rules.
2. Works & Data Storage
2.1 How long are my works kept?
Your works are stored under your account and are not deleted just because you stop signing in for a while. To keep the platform healthy, the system may show warnings when your storage usage approaches its limit.
2.2 Can deleted works be recovered?
In general, deleting a work is a permanent action and cannot be undone. Please double-check before deleting and consider downloading your HTML or images as a backup.
2.3 Is it safe to share a work via a public link?
When you turn on public sharing for a work, anyone with the share link can view that work without signing in. Share links can be convenient, but you should avoid sharing sensitive or internal information this way. You can stop sharing at any time via the share controls.
3. Account & Security
3.1 What should I do if I forget my password or need to change my email?
You can: Use the "Forgot password" link on the sign-in page to reset your password via your verified email address; After signing in, go to your profile to change your password or email address.
3.2 What happens if I request account deletion?
When you submit an account deletion request, your account enters a scheduled deletion state for a retention period. After the retention period ends, your account data and works are gradually removed or anonymized. Remaining credits and membership benefits are cleared and cannot be restored once deletion is completed.
4. Payments & Refunds
4.1 How do I check my order status if a payment fails or the page freezes?
If something goes wrong during payment (e.g., network issues, timeouts or a frozen page), you can: Open the "Orders" section in your profile to check the final status; Use any "Refresh status" button on the payment result page; Contact us via the Feedback page or support email with screenshots and order information.
4.2 Are top-ups or membership purchases refundable?
Refund eligibility and rules are described in the Refund Policy page. Please read that page carefully before making a payment.
5. Editor & Feature Limits
5.1 Which browsers are recommended for Htmldrag?
We recommend modern desktop browsers such as the latest versions of Chrome, Edge, Safari and Firefox. Mobile browsers are supported to a limited extent, but for complex editing tasks we strongly recommend using a desktop browser for better performance and preview quality.
5.2 Why does a URL snapshot sometimes fail or look incomplete?
The URL Import feature attempts to capture publicly accessible pages and convert them into editable HTML. However, results may be incomplete or imports may fail in cases such as:
• Sites that require login or use strict anti-bot / security protections
• Very large pages or heavily dynamic content that cannot be fully rendered in time
• URLs that are flagged as unsafe or restricted by our security checks
• Sites that explicitly disallow scraping, mirroring or automated capture
• Single Page Applications (SPA): Websites built with frameworks like React, Vue, or Angular often rely on client-side JavaScript to render content, which may result in empty or incomplete captures during initial snapshot
• Lazy-loaded content: Many modern websites use lazy loading techniques where images and content only load when scrolled into the viewport—this content may not be captured
• Server-side restrictions: Some servers may reject requests from automated tools, returning error pages or empty content
• Cross-Origin Resource Sharing (CORS) restrictions: Certain resources on the website (such as fonts, images, scripts) may fail to load due to cross-origin policies
• Image hotlink protection: Some websites' image servers check the Referer header and reject non-origin access, causing images to display as blank or placeholder images
• CDN and geographic restrictions: Some content may only be available in specific regions or require access through specific CDN nodes
• Dynamic loading timeout: If a page requires a long time to complete JavaScript execution and AJAX requests, it may exceed the capture wait time
If a URL snapshot does not work as expected, you can try importing your HTML via the Upload HTML or Paste Code options instead.
5.3 Why do images not display in my uploaded or pasted HTML?
Images may fail to display after uploading a file or pasting HTML code for common reasons:
• Local path references: Images in the HTML use relative paths (e.g., images/logo.png) or local file paths (e.g., file:///C:/images/logo.png) that cannot be resolved after upload
• Missing image files: If you only uploaded the HTML file without the associated image resources, images will not display
• Expired external images: External image URLs referenced in the HTML may have expired, been deleted, or the server may be unavailable
• Hotlink protection: External image servers may block loading images from other domains
• HTTPS/HTTP mixed content: If the page is loaded via HTTPS, HTTP protocol images may be blocked by the browser
Solution: Upload your images to a publicly accessible image host or CDN, then replace the image paths in your HTML with the full URLs; or use the image upload feature in the editor to directly replace images.
5.4 Why does the imported page look different from the original website?
Imported pages may have visual differences from the original website for reasons:
• JavaScript dependencies: Interactive scripts that the original page relies on may not have fully executed or may be blocked by security policies
• External stylesheets: Some CSS files may fail to load due to cross-origin restrictions or hotlink protection
• Web fonts: Custom fonts may fail to load due to licensing or cross-origin restrictions, displaying as default fonts
• Responsive layout: Pages may display different layouts based on viewport size—the captured viewport may differ from your current browser
• Dynamic content: Real-time data loaded via AJAX or WebSocket will not be captured
• Editor processing: To ensure safety and editability, imported HTML is processed, and some scripts and styles may be modified or removed
5.5 Can I export clean HTML from the editor?
Yes, but with some important notes:
After you finish your design, you can export the work as HTML and/or image files and host them on your own server or hand them over to your developers. To keep the exported page safer and more stable across environments, the downloaded HTML is processed by Htmldrag: editor-only markers are removed, some editor-only scripts and styles are stripped, and asset URLs are normalized. It is not a byte-for-byte copy of the original source code.
When you click the "Download HTML" button in the editor, the "Select Download Type" dialog lets you choose between "Download Current HTML" (includes all your current edits in the editor) and "Download Original HTML" (the original code from the initial URL Import, Upload HTML, Paste Code or AI Generator step, without any later in-editor edits).
Contact
If you have other questions, please contact:
Email: [email protected]
Website: https://htmldrag.com