Formatting problems: fonts, tables, headers and Word export

Last updated: October 12, 2026

This article explains why a report from Emma can look wrong on screen or in Word, which problems you can fix yourself, and which ones to send to AdvisoryAI so the template is corrected.

Every report is generated into your firm's Word template, so most formatting comes from that template rather than from the content. When the layout is wrong, the fix is usually a template change made once by AdvisoryAI, after which every report comes out right. A few problems, such as fonts in the on-screen viewer, are display issues you can get past in a minute.

Before you begin

  • Download the report to Word before judging the formatting. The on-screen viewer does not render everything the way Word does.
  • Keep the raw output as generated, before anyone tidies it. The team needs it to see what the template produced.
  • If the same problem appears in every report from one template, note the template name; it is a template fix, not a one-off.

Check this first

  1. Download the report to Word and open it there. If it looks right in Word, the on-screen viewer was the problem and there is nothing to fix.
  2. Check whether the section was regenerated. Regenerating a section can occasionally lose its formatting, which is a known issue. Regenerate for structure first, then download and make final corrections in Word.
  3. Check whether the problem is in the template itself. Open the template Word document your firm supplied. A header that appears on every page in the report is there because it is on every page of the template.

The font looks wrong on screen

The in-platform viewer can display the wrong font. The Word file is correct.

  1. Download the report and open it in Word.
  2. If the font is also wrong in Word, it is a bug. Send the report ID to support@advisoryai.com.

A table is broken, missing or inconsistent

Tables are the weakest area of generated output and typically need one or two build iterations with AdvisoryAI to come out right every time.

  1. Send the raw output that contained the table, plus the inputs, to support@advisoryai.com. If a table such as a plan benefits grid appeared once and never again, the raw output from the run that worked is what the developers need.
  2. Say which rows and columns you want. Tables are built from scratch for the template and can be told what to leave out, for example to show the initial fee and valuations from a transaction statement but not ongoing or fund fees.
  3. Say where a table should sit. A contribution history, for example, can be a short yes-or-no line that signposts the transaction history, or a full table placed at the end of the document. Either is a template setting.

Please note: charts, graphs and provider logos cannot be generated inside a report. A template can carry provider-specific text blocks, with Emma keeping the paragraph for the recommended provider.

Headers, footers, letterheads and a table of contents

Static headers and letterheads come through from the template Word document exactly as they are in it.

  1. For a header or letterhead on page one only, ask AdvisoryAI to set it up as a separate named template. The same route handles a different letterhead for each adviser.
  2. Dynamic content inside a header, such as the client's name or date of birth, is a known limitation. Keep those details in the body of the letter.
  3. A table of contents is hard to produce because of how the Word file is built, so a long suitability report will not get one from the template without discussion with the team.

The adviser's name, address or phone number is wrong

Some templates pull the adviser's address and phone number from a reference table of advisers and locations that AdvisoryAI builds into the template.

  1. Check the adviser is on that list. An adviser who has joined since the template was built, or who has moved office, will not populate correctly until the list is updated.
  2. Send the change to support@advisoryai.com with the adviser's correct details.
  3. If the client name, address or report date is not pulling through at all, send a finished report your firm sent to a client, its input documents and the current template. The team runs the case several times and refreshes the template so the fields map correctly.

A report generated by a power planner shows the client's adviser rather than the person who generated it, which is expected.

The layout breaks down late in a long report

If headings and formatting fall apart from a certain section onwards, the output has produced a list or heading as plain text rather than formatted text.

  1. Send the raw output with comments in Word, marking where it goes wrong, plus the version you sent to the client.
  2. Say whether it happens on every run of that template. A fault that repeats at the same section is a template fix.

There are no PDF or Word download options

  1. Refresh the page and reopen the report. The download options usually appear.
  2. If they still do not, send support a short screen recording of what you see, with the report ID.

LOA pack formatting breaks

LOA pack formatting can break when more than four packs are run together. Run large batches in groups of four or fewer.

Still not working

Email support@advisoryai.com with:

  • the report ID or URL, and the template name
  • the raw output as generated, with Word comments or tracked changes marking what is wrong
  • the version your firm sent to the client, if there is one
  • the input documents

Send corrections as Word comments or tracked changes on the generated report, not as edits to the report body or manual highlighting. Changes to an existing template take three to five working days, and the team can only fix what is reported.

Next steps

  • If your firm edits its own templates in the template editor, note that it has no page-break control yet and that templates built before the editor cannot be opened in it; send those changes to support instead.
  • Keep a short list of formatting changes and send them together, because structural changes are made permanent only when most of the team needs them, to stop templates flip-flopping.

Related articles

Checking a report now? Open AdvisoryAI, open the report and download it to Word before you judge the layout.