An order has no print file or no personalization

"No artwork was attached to this item"

The customer's choices are recorded, but their design never reached Customei, so the item can't be printed as it is. The message may include a Reason, which helps our support team if you contact us.

What to do: contact the customer before printing to confirm what they wanted. If the product's design template is published, you can then open View Personalization, check the values and click Generate print file. This makes a new file from the recorded values; it is a re-creation, not the customer's original design.

The order has no personalization at all

The item arrived like an ordinary product. Common causes:

• Buy it now or a wallet button. Shopify sends no personalization with Buy it now, Shop Pay, PayPal, Apple Pay or Google Pay. See Buy it now and express checkout buttons.
• Quick add. Many themes have an Add to cart or Quick add button on collection pages and product cards. It adds the product without opening your form. Turn quick add off in your theme for personalized products.
• An old cart. The product was added to the cart before it was personalized or published.
• The app embed was off when the customer shopped. See Turn on the Customei app embed in your theme.

The print file link opens a placeholder

Customei starts making print files when the customer adds the item to the cart, and big designs can take a few minutes. Wait a little and open the link again.

If an item stays without a file, contact support with the order number.