Compare the same version, page size and file format first. A preview, a PDF and a Word document can follow different layout rules. A mismatch needs a reproducible example before you change the content.
Start here
- Compare the same version, page size and file format first.
- Not necessarily. Word remains editable and can reflow. Both should contain the intended content; verify each file you plan to use.
A practical checklist
Save the draft, note the selected template and page size, and export again. Open the actual downloaded file rather than a previous copy with the same name. Check missing text, page breaks and font changes separately. If DOCX differs only in another editor, compare the same file in its intended viewer. Keep the file and an image of the preview when reporting a problem.
Mistakes and limits to keep in mind
Do not keep trimming truthful content to compensate for a missing section or rendering defect. Tell support the browser, format and exact part that differs, while sharing only the document details needed to investigate. A new export may not fix an unsaved draft.
Create a minimal, reproducible report
Record the selected template, page size, file type and the last saved edit. Keep a screenshot of the affected preview area and the actual export. Describe whether content is absent, moved to another page or displayed in a different font. These are different defects and need different investigation.
Confirm that you opened the newest file rather than a browser-cached or similarly named download. Remove unnecessary personal details before sending supporting material to support.
Choose a safe submission file while investigating
If the requested format has a correct, readable output, retain that known-good file. Do not submit a broken export merely because its preview looked right. If neither output is reliable, preserve the text and use a supported alternate workflow to create a checked document.
Keep the original layout settings so the problem can still be reproduced. Repeatedly changing every setting can obscure the cause and make it harder to recover the version you preferred.