Placing an order
Find our what may be causing problems with a new order
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Email Notification from Gelato: Order [123] is on hold - Action required
When an order cannot be processed by Gelato, you will receive a notification includ...
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I receive an error message when I try to place an order. What should I do?
If you receive an error message when you try to place an order through the Gelato D...
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Effective ink coverage is above 320% inside BleedBox
Error The darker parts in the image contain total ink coverage above 320%. Solutio...
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Document page dimension is larger than product requirements
Error This error of “Product fit check” indicates your design size is incorrect i.e...
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Resolution of color and grayscale images larger than 16x16 pixel is between 150 and 225 ppi inside BleedBox
Error The image resolution is too low. Solution Ideally, the image resolution shoul...
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Document contains an incorrect number of pages
Error The number of pages in the PDF file is not correct, the total number of pages...
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Spot colour is used
Error A spot color is used in the file. Solution Avoid using a spot color, make ...
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Document page dimensions matched the product size but does not include bleeds
Error In some cases, you (or the designer who created the file) might have forgotte...
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Password-protected file (Something went wrong... Please try later)
Error There are chances the file you have received has password protection which re...
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The frame or hanger included in this order is temporarily out of stock
Your order may contain an item that is currently out of stock. Check if the frame...
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What happens when an order contains products that are out of stock?
If an order has items that are out of stock, the order will switch to the status "F...
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There was an issue with the payment. Message from the payment provider is: "Refused"
If you are getting this error, it means that there is an issue with the payment met...
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More than one encoding in symbolic TrueType font's cmap
Error After uploading your file, you receive a Warning for Critical errors Solutio...
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No active payment methods
If you are getting this error, it means that you haven't added a payment method (cr...
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Address Line 1/2: Please use the local language for the input (language)
If you have received this error, it is because shipping addresses must be added in ...
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Address Line 1/2: Value is too long. Maximum length is 'X'
If you are getting this error, it means that the shipping address provided contains...
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State: Incorrect enum value
If you are getting this error, it means that you haven't used the correct state cod...
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How do I manage Not Connected Orders?
Managing Not Connected orders From the orders section, click on the Not Connected o...
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Post Code: The value is not a valid postcode.
If you get this error, it means that the postcode you submitted is not correct or d...
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Can I delete an order with status "Draft" or "Pending approval"?
Yes, you can easily delete an order with the status "Draft" or "Pending approval" a...
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Delivery for submitted combination of products isn't possible to chosen destination
If you are getting this error message: "Delivery for a submitted combination of pro...