SUPPORT CENTRE
How can we help?
Tell us what went wrong and we'll walk you through the fixes that solve it most often.
What's your problem?
Try these first
Reopen the download modal
After a successful payment the download buttons appear inside the download modal. Close it and open it again, and the buttons will usually reappear.
Use Download All (ZIP)
Some browsers block multiple automatic downloads for security reasons. The ZIP option brings everything down in a single file and gets around the block.
Check for a blocked download prompt
Look for a small notice in your browser's address bar or download tray. Allowing downloads for the site and trying again resolves most cases.
Refresh the page within the hour
Your downloads stay available for 1 hour after payment on the same device and browser. A refresh inside that window restores access. No payment data is stored beyond it.
Try another browser
Chrome, Firefox, and Safari all work well. On mobile, files usually land in your device's Downloads folder rather than opening on screen.
Check your canvas dimensions
The grid is calculated from the canvas size you entered. If the proportions look stretched, confirm the width, height, and units match your physical canvas.
Confirm the grid size and line settings
Very fine grids can look faint when printed. Increasing the line thickness or contrast before exporting usually makes the guides easier to follow.
Print at 100% scale
Print dialogs often default to "fit to page", which shrinks the image and throws off your measurements. Set the scale to 100% and disable any fit-to-page option.
Start from a higher resolution source image
Export quality is limited by the photo you upload. A small or heavily compressed image will look soft once it is scaled up to canvas size.
Re-export after adjusting
Your downloads stay available for 1 hour after payment, so you can tweak the settings and export again at no extra cost within that window.
Check for a pending charge rather than a completed one
Declined and abandoned payments can still show as a temporary hold in your banking app. These are not charges and they drop off on their own, usually within a few days.
Look for your Stripe receipt email
A completed payment always sends a receipt. If there's no receipt, the payment did not go through and you have not been charged. Check your spam folder before assuming it's missing.
If a card was declined, try again or use another card
Declines come from your bank, not from us. Retrying, or using a different card or payment method, clears most of them.
Charged twice?
If you have two separate receipt emails with different receipt numbers, the second payment was a genuine duplicate. Use the form below with the receipt number of the charge you want returned.
Reload the page
A hard refresh clears a stale version of the tool. Press Ctrl+Shift+R on Windows or Cmd+Shift+R on a Mac.
Update or switch your browser
The tool needs a current version of Chrome, Firefox, Safari, or Edge. Older browsers can fail to render the canvas properly.
Turn off extensions or try a private window
Ad blockers and privacy extensions sometimes block the scripts the tool relies on. A private or incognito window is the quickest way to test this.
Check the image you uploaded
Very large files can take a moment to process, and unusual formats may not load at all. A standard JPG or PNG under about 10MB works best.
Use a larger screen if you can
The tool is fully responsive, but a tablet or desktop gives you far more precision when positioning the grid.
Reload the page and try once more
A hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) clears a stale version of the site and fixes a surprising number of one-off problems.
Check the other categories above
Downloads, exports, payments, and general tool problems each have their own steps. Selecting a closer match may get you an answer faster.
Have a look at the guides
Our Learn section covers the grid method, scaling, and getting the best results from your prints. Plenty of questions are answered there.
Remember the 1-hour window
Downloads remain available for 1 hour after payment on the same device and browser, so you can go back and export again within that time.
Still having issues?
If the troubleshooting steps above didn't resolve your issue, you can submit a refund request.
Submit a refund request
If the troubleshooting steps above didn't resolve your issue, please complete the form below to submit a refund request. Refunds are available within 7 days of purchase.
Your refund request has been received.
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