Troubleshooting

The builder isn't showing on my storefront

Work through these in order. The first one applies to both editions and is by far the most common.

Shopify app

Any website

Stickers: the wrong order type shows, or the switch is missing

The sticker builder can show packed sheets and rolls, single stickers, or a switch between them. If a page isn't showing what you expect:

• No switch at all? That's normal when only one order type is turned on, or when the page is deliberately locked to one type. The switch only appears when both are available and the page isn't locked.
• Locked to the wrong one? Check that page's lock. On Shopify that's the Sticker order type dropdown on the page's Product Builder block — set it back to “Let shoppers choose” to bring the switch back. On any other website it's data-mode="packed" or data-mode="singles" on the snippet, or ?mode= on an iframe or link URL. Fix it on that page only.
• Singles missing entirely? Single stickers ship switched off. Turn on Single stickers in the sticker builder's setup and give every size a price at every quantity — a missing price stops it saving.
• A cut style or size is missing? Only die-cut is enabled out of the box. Enable square and round if you sell them, and check the size is on your list — the server rejects options you haven't turned on.

Images are flagged as too small (DPI warnings)

The resolution meter warns when art is small for the print size it's placed at. It is a guide, not a gate — the shopper can always order — but here's how to get a sharp print:

• Use a higher-resolution source file. The meter measures pixels against the physical print size; more pixels at the same size means higher DPI.
• Or print it smaller. Shrinking the design raises its effective DPI.
• Watch out for upscaled art. A file enlarged in another tool has the pixel count but not the detail, so it can read “good” and still print soft. Ask for the original, larger file when in doubt.

A customer says the price they paid is different from what they saw

The price a shopper is shown and the price they are charged come from the same saved configuration, and PrintKit computes the final number on its own server — the builder can't send its own price. So the two cannot silently disagree. If a customer reports a difference, it's almost always one of these, all of which are expected:

• Quantity / bulk tiers. The per-unit price drops at your quantity breaks, so a larger order shows a lower unit price.
• Options and fees. A second placement, an oversize print, a per-color upcharge, laminate, or a rush fee you have enabled all add to the base — each shown in the builder as the shopper adds it.
• Tier rounding of a cent or two. Where you enter a total price for a quantity, the unit price is that total divided by the quantity and rounded to the cent, then the subtotal is rebuilt from it. Tier totals that don't divide evenly drift slightly. Enter totals that divide cleanly.
• An unsaved config change. If you edited prices but didn't save, the shopper saw the old numbers. Re-open the builder config and confirm it's saved.

What can't happen is a shopper editing the price downward: the server recomputes and has the final say.

My garment photo looks wrong in the builder

It still has its background

Use the Remove background button next to the uploaded photo, check the before/after preview, and choose Apply background removed. Your original is kept either way. If you get “too many background removals — please wait a minute and try again”, you've hit the rate limit — wait a minute and carry on. Photos must be PNG, JPG or WEBP and under 8 MB.

The generated colors came out wrong Shopify app

Almost always the source photo. One photo → every colour works by tinting the fabric, and tinting can only darken — so it needs a white garment to start from. A grey, cream or already-colored shirt will produce muddy results, and PrintKit warns you when the source doesn't look white. Re-shoot on a white blank, or reject the bad tiles and upload your own photos for those colors. Rejecting a tile changes nothing — that color simply keeps the stock photo.

The print box sits in the wrong place on my photo

Shopify app After uploading your own garment photo, use the Position Chest, Position Chest Pocket and Position Back buttons on that photo to drag each zone where it belongs. Chest and pocket are positioned on the front photo, back on the back photo.

Any website Open Config → Full Color Apparel Builder → Garment images and use that photo's row: the Chest, Chest pocket and Back buttons open the same drag-and-resize box, with a Set badge once a zone is positioned and a reset arrow to go back to the built-in placement. Same front/back rule — chest and pocket on the front photo, back on the back photo. Email support@printkit.tech if it still looks off.

A saved-design link stopped working / expired

Saved shopper designs are kept for the retention window you chose in setup — 7, 30 or 90 days — and an automated purge deletes them after that. A link that no longer opens has passed its window, and a purged design can't be recovered.

• For the future: raise the retention window so links stay valid longer. This applies going forward — it can't bring back an already-purged design.
• For a current customer: ask them to rebuild the design, or re-upload their artwork into a fresh build.

The block shows but the builder area is empty

Same root cause as “not showing”: the block or snippet loaded, but the builder it points to isn't enabled (or isn't covered by your plan). Enable it, make sure the block's Builder dropdown — or the snippet's data-builder value — matches, and reload.

I can't get into my portal

Any website Use Forgot password on the login page. The emailed link is single-use and expires after 30 minutes, so request a fresh one if it's been sitting in your inbox. Only verified accounts receive a link — if you never confirmed your signup email, request a new confirmation instead. There's a limit of a few reset requests an hour; if you've hammered it, wait and try again, or email support@printkit.tech.