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We have just added a Frequently Asked Question (FAQ) page under the main menu options.  Check out that page by clicking here to see if the answer to your question is over there.  

Cricut Design Space Users - We have a separate support page set up with many helpful videos that will walk you through many common issue you may experience when working with rhinestone files.  Chances are you will find a video related to you issue over there.  Please check it out before sending us a message.  Click here to view that support page before sending us a message.