Something not working?
Most problems are a greyed-out button or a number typed the wrong way. Tap your problem to see the fix.
StoreMy item isn't in the app
Head office hasn't sent it to your store yet. Ask them to send it (Send items to stores). Then tap the refresh button at the top right of the app.
StoreThe printer won't connect
Check the printer is switched on and charged, Bluetooth is on on your device, and you're within a few metres of it. Then pick the printer at the top of the app and tap Connect again. Still stuck? Switch the printer off and on.
StoreThe label is cut off or printed in the wrong place
The roll in the printer may not match the label design. Check the size on the roll against the size shown next to the design in the app. Tell head office if they don't match.
StoreWe're running out of labels
Tell your head office. They can see your stock and order more (Order more labels).
StoreThe use-by date looks wrong
You don't type the use-by. It comes from the shelf life head office set on the item. Ask them to check Duration on that item.
IngredientsFlag Allergens is greyed out
Change something in the Ingredients and allergens box first. The button only works after you edit that text.
IngredientsFlag Allergens didn't do anything
Wait up to 5 seconds. There's no spinner while it works. If an allergen still isn't marked, type <* and *> around it yourself.
IngredientsSave stays grey after I ticked calories
Every calorie box needs a number. Fill them all in, or untick Contains Caloric Information.
IngredientsI can't delete an ingredient
An item still uses it. Swap it out first, or take it out of those items.
IngredientsThe new ingredient doesn't show when I try to swap
Type at least three letters. If the old ingredient has calories, the new one needs calories too.
IngredientsLetters go missing when I type in the search box
Type the whole word, wait a moment and check the box. If letters dropped, retype them or paste the word in. We're fixing this.
IngredientsI renamed an ingredient but items still show the old name
Names don't carry over to items that already use the ingredient. The ingredients and allergens do.
ItemsSave is greyed out on an item
Fill in Item Name and Category and add at least one ingredient.
Items"Please enter the price in pence only"
Type pence with no dot: 450 for £4.50.
Items"Please enter the duration in days"
Use a whole number. For less than a day, switch to Hours.
ItemsThe ingredients run together on the label
Set Ingredient Format Style to Comma separated.
ItemsThere's no Weight field
It only appears if one of your label designs has a Weight box. Email us and we'll add one, or adjust the design yourself.
ItemsThe Yes button disappeared when deleting
It only shows for a few seconds. Click the bin again and click Yes straight away.
DesignsPublish is greyed out
It only works when you've changed something. A copy you've just made doesn't count, so rename it first.
DesignsAn amber "text overflows" tag appears
The words don't fit the box. Make the box bigger or the font smaller.
DesignsA box in the list is greyed out with a tick
It's already on the label. Click it on the label to change it.
AccountPack of 1 can't be chosen
The smallest order is a pack of 5 rolls.
AccountRenew License is greyed out
You can renew in the last 90 days before your end date.