Troubleshoot Missing Fonts
If your graphic shows the wrong typeface, it's almost always because the Google Fonts didn't load — here's why and how to fix it.
#Symptom
Your graphic displays in a plain or unexpected typeface instead of the brand font you selected. Headlines or labels look like a generic sans-serif or serif rather than, say, Fraunces or Inter.
#Likely Causes
- The Google Fonts didn't download. HeyMotion loads fonts live from Google Fonts. If the network request didn't complete, the browser falls back to a default typeface.
- A flaky or offline connection interrupted the font request when the page loaded.
- A content blocker or strict privacy setting blocked the Google Fonts request.
- You exported before the fonts finished loading on a slow connection.
#Quick Fix
Reload the page on a stable connection and wait a second or two for the fonts to appear before editing or exporting. Once the correct typeface shows in the preview, the fonts are loaded.
#Detailed Troubleshooting
- Reload HeyMotion. A fresh load re-requests the fonts. Watch the preview — when the brand typeface snaps in, it loaded successfully.
- Check your connection. Fonts come from Google Fonts over the network. On a weak or dropped connection the request can fail; reconnect and reload.
- Allow Google Fonts. If you run a content/ad blocker or strict tracking protection, allow requests to Google Fonts for the HeyMotion site, then reload.
- Confirm the font in the Brand workspace. Open Brand settings and verify the display, UI, and mono fonts are set to what you expect. See Select Your Brand Fonts.
- Wait before exporting on slow connections. Give the preview a moment to render in the correct typeface first.
The exporter waits for document.fonts.ready before it starts rendering frames, so a successful export uses the loaded fonts. If a font truly failed to load, that fallback would also appear in the preview — so if the preview looks right, the export will too.
#Collecting Diagnostic Info
If the correct font still won't appear, note:
- Your browser and version.
- The font names set in the Brand workspace (display / UI / mono).
- Whether you use a content blocker or strict privacy mode.
- Whether the correct font ever appears if you leave the page open longer.
#When to Contact Support
If fonts still fall back after reloading on a stable connection with blockers disabled, email support@heymotion.io with the details above and the template id where you see the wrong typeface.