HELP DESK / FWG STUDIO
Let’s get your
scene sorted.
Start with the answer below. If you’re still stuck, email us with your order reference and the details of what happened.
9 answers
Orders 2
Where is my download?
After payment is confirmed, the download page opens and a private link is emailed to the address used on your PayPal payment. Check that inbox and its spam folder. If PayPal lists the payment as pending, the link is sent once it clears. If your confirmed order is missing its link, email your order reference to support@fwg.world.
Something is wrong with my files. What next?
Email support@fwg.world with the order reference and a description of the issue. The existing refund policy explains the conditions and time limits that apply. This help page does not change your purchase terms.
Downloads 3
My link expired or I lost it
Private download links work for 30 days, with up to 10 downloads per file. Email us with your order reference if you need a fresh link. Once downloaded, extract and keep a backup of the ZIP and any personalized scenes.
The ZIP won’t open or a file is missing
Download the ZIP again from your order page and extract it completely using your operating system’s archive tool. Compare the contents with the included README and asset manifest. If the archive still fails, tell us the pack, filename, and exact error message.
What is included in the free sample?
Two static Gridline PNGs: a full-resolution Starting Soon scene and an About panel, with setup and licence files. It does not include editable SVGs, a personalizer, webcam frames, or an animated browser scene. Download the free sample.
OBS setup 2
How do I add the pack to OBS?
Add PNG artwork as Image sources. Use a Browser source with Local file enabled for the HTML scene, and set its rendering size to 1920 × 1080. Keep webcam frames above your camera in Sources. Our OBS setup guide covers source order, dimensions, and common problems.
My camera frame has no transparent opening
Use the original webcam PNG rather than a screenshot or JPEG. Check that the frame is above your camera, the camera fills the opening, and an opaque scene image is not covering it. The wide and square frames have different openings; choose the one that matches your crop.
Editing 1
Why do my PNGs still say YOURNAME?
The local PERSONALIZE.html editor changes the exported browser scene, not your static PNGs or SVGs. To personalize static graphics or change colours, install the included fonts, edit the SVG originals in a vector editor, and export new PNGs. Follow the personalization guide.
Licence 1
Can I use the pack on a monetized channel?
You can use and adapt the designs on channels and social accounts you own or run as one creator or one business, including monetized streams. Reselling or redistributing the files and templates is not included. The packs are non-exclusive. See the full licence for the governing terms.