General


There may be several reasons why a design fails to save. Here is most common reason to check first:

Internet Connectivity

When your customer working on a design and the connection to a local network is lost, you may receive an error message. It could also occur if customer uploaded a large image that was added to a design.

Please ensure the internet connection is stable (at least 3G continuous network). Refreshing the page may remove the error but customer design may get lost. You need to inform customer about the issue and make them redesign the order with good internet connection.

If the downloaded design’s latest changes were not saved, it may mean the account was logged out or the browser was closed or refreshed while the design was still saving.

Be sure to wait for any changes in the design to be completely saved before closing or returning back the browser. If saving doesn’t complete, it may mean there was an ongoing issue in Pixsuit. Call us or email us on support@pixsuit.com

In this case customer needs to redesign entire thing again and instruct customer about the saving protocols.

There may be instances when design preview aren’t showing or not the same that customer designed in the designer page. This may occur when customer used one of the components from outside that is large in size or if the internet connection is spotty. Don’t worry though; you can still get the preview if the original file contains all the details that customer entered.

Refresh the page by logging out of the account then log back in.

Recheck with the customer whether the preview that they saw at the time of designing is exactly same they designed and if yes then there might be issue from Pixsuit’s end. Write us on support@pixsuit.com



Uploading Content


Having issues uploading an image? You can double check that the file meets the following criteria for image to upload:

  • The file size is 8 MB or less
  • The file is not more than 5000 pixels and not less than 500 pixels on all sides
  • The file format is in png, jpg or tiff, bmp, jpeg

If the uploaded file meets what is listed above but still having trouble uploading, here’s what to do upon upload:

File Error for PNG, JPG, JPEG, TIFF or BMP images

For errors uploading PNG or JPG files, if you don't mind take a stab at transferring again by following these tips:

Make sure the browser is updated to the latest version of the following supported browsers: Chrome, Firefox, Safari, and Microsoft Edge.

  1. Make sure to check if same image uploads in another browser.
  2. Make sure the filename of the image you’re trying to upload doesn’t have any special characters in it.
  3. A stable internet connection is important when using Pixsuit. Try refreshing your connection, or use an alternative internet connection.
  4. Contact us via chat window  to make sure there aren’t any interruptions on the site that could cause difficulties when uploading images.

“Filename” is not in a format Pixsuit understands

You may get an error message or popup that alerts you of the file unsupported. At this moment, Pixsuit supports image uploads in JPG, PNG, JPEG, TIFF and BMP. However, we are looking into the possibility of adding the option to upload other file formats for Pixsuit’s future updates, so please stay tuned.

Meanwhile, you may try the following solutions:

  1. Rename the image file with single word or multiple words separating with underscore (_). Then try to re-upload.
  2. The file may be corrupted, try to re-save it.
  3. If the file format is really not one that Pixsuit supports, take a screenshot of it and save it as an acceptable format. Re-upload to Pixsuit.
  4. This could also because your customer’s internet connection is unstable or the current browser may not be updated. Tell customers to reconnect to the internet and try another browser as well.

Large images may take too long to upload even slower than normal images.

Here’s what you can do to solve this:

  1. Check that the images with a file size less than 5 MB has no more than 5000px on all sides and is in PNG, JPG bmp or JPEG format.
  2. Ensure that your browser is updated and is one Pixsuit supports such as Chrome, Firefox, Safari, and Microsoft Edge.
  3. Figure out the filename of the image being uploaded. Ensure it has no special characte
  4. Reduce number of the open tabs on the browser and close other apps not in use.
  5. Refresh the internet connection or try an alternative connection.
  6. Clear the browser’s history/cache as accumulated cookies can cause trouble sometimes.

Icons may fail to upload for the reason that the size of the icon might be too small or it has .ICO extension that is not supported by Pixsuit right now.

Try uploading the icon in a different file format. We support .jpg, .png, .bmp and .tiff.

You can email us at support@pixsuit.com anytime you have a question.



Payments


The amount debited from your wallet for every download of an order is dependent on the product you download. See the complete pricing list over here

There will be time when you receive a message from the bank saying money has been deducted, but the amount doesn’t reflect in your Pixsuit wallet, don’t worry. Your money is safe in the banking system.

These problems happen when our third party payment gateways are facing some technical issues or load spikes. Sometimes it happens due to the interrupted Internet connection in your device.

Suggesting you to check internet speed before doing payment through bank.

Kindly note that your money is safe under all conditions and your amount will be reversed back to your account if in case your transaction fails.

Following are the reasons for which you are facing issues:

  1. Your wallets do not have enough balance to pay for download. Please recharge the wallet with min. Rs. 100 and try to download the output file now.
  2. Due to unstable internet connection your download gets stucked. Please check your internet connectivity for stability, any breakage in connection may disconnect the backend process of the Pixsuit from your end. Refresh and try to download again.
  3. If your wallet is recharged with enough balance to download the output then there might be issue in the Pixsuit back end process. We might be working on some updates, live chat, email or call us to know more about the issue.

There might be conditions where you can ask for refund for one of the qualified reasons:

  1. Downloaded zip is either corrupted or not in proper format.
  2. Amount is deducted from wallet but download failed
  3. Downloaded zip file doesn’t contain any output file (happens due to slow network)

You can email us at support@pixsuit.com anytime you have a question.

Order Downloads


There are several issues for this condition to appear. Below are the possible issues and how to recognize and solve it:

  1. The image or icon may be corrupted or an image uploaded incorrectly. Suggest you to refresh the page and re-upload the icon/image or replace it with another.
  2. The printable output contains original printable file format, uploaded images and preview files, which is taking the system longer to download. Wait for sometime as customer might uploaded a large image which results into heavy download.
  3. There might be possibility that there has been ongoing system maintenance or update in Pixsuit. Check with us by live chat, email or call.

On some occasions, downloaded printable output in your design set gets cut off.

Just refresh the page and download again. It may get download or let us know the issue by call, email or live chat.

There may be situations where you get a blurry image as output. Do not panic about the issue. There might be chances that customer might have uploaded very low quality image by just increasing the dimensions.

Pixsuit can check the dimensions and size of the image to be uploaded but cannot grab details about the quality of the image.

Instruct your customers to upload proper image with good resolution for better printing.

Sometimes you find that you cannot be able to download the output through your dashboard. Following are the reasons for which you are facing issues:

  1. Your wallets do not have enough balance to pay for download. Please recharge the wallet with min. Rs. 100 and try to download the output now.
  2. Due to unstable internet connection your download get stucked. Please check your internet connectivity for stability, any breakage in connection may disconnect the backend process of the Pixsuit from your end. Refresh and try to download again.
  3. If your wallet is recharged with enough balance to download the output then there might be issue in the Pixsuit back end process. We might be working on some updates, live chat, email or call us to know more about the issue.

Many times due to network issues at customer’s end like mobile data instability, browser closed in between before placing order etc. order might not get placed and Pixsuit cannot be able to revert the entire situation in such cases. Following are some issues and remedies for the same:

  1. Instruct customers to use stable fast internet connection to upload the images and placing the order. Make them aware of the fact that they need to wait until they see a popup message of “Order Placed Successfully”.
  2. You might have sent wrong or invalid user link to customers on which user designed the order. Please make sure that you have sent the right user link from your dashboard without any modifications.


Customer Link


There might be many reasons behind this but you need to check whether you are logged out from the website before sharing the user link.

Please refresh the page and login again to share the link.

In some situations, your customer might not be able to open the user link sent by you. In such cases, make sure to share the user link in your dashboard made only for you.

If problem still remains then please contact us via email, call or live chat.

You can email us at support@pixsuit.com anytime you have a question



Other Issues


There might be situations for you where you wanted to change your primary mobile number or email address due to some personal or official reasons.

Unfortunately due to Pixsuit’s Terms and conditions you cannot change your primary mobile number and email address.

In case you want to change it forcefully you can contact Pixsuit support via live chat, email, call or WhatsApp us

You can complete the order to avoid discrepancy while downloading correct order. Below are the simple steps to complete or finish order:

  1. Login into Pixsuit dashboard
  2. Click on Orders
  3. Search for Order Id and beneath status column you will find complete symbol
  4. Once you click this symbol your order gets completed.

Pixsuit provide special benefit in case of wrong or fake orders to you. You can cancel the order to avoid discrepancy while downloading correct order. Below are the simple steps to cancel or finish order:

  1. Login into Pixsuit dashboard
  2. Click on Orders
  3. Search for Order Id and beneath status column you will find cancel symbol
  4. Once you click this symbol your order gets canceled.

You can email us at support@pixsuit.com anytime you have a question

Got more questions that needs to be answered on Pixsuit ? Drop us a line at support@pixsuit.com