Something not working?
The problems we see most, and what to do about each one.
The printer didn't print after I paid
The job sits in the queue until the printer reports back, so a busy machine can take a minute. If nothing comes out after that, open the order from your Orders tab and check its status.
- Queued — the printer hasn't picked the job up yet. Wait, or pick another printer nearby.
- Failed — the job was rejected, usually out of paper or toner. You are not charged for a failed print.
- Completed — the job printed. If the paper isn't in the tray, ask the shop owner.
I was charged but the print failed
Failed prints are refunded to your Points balance automatically. It normally lands within a few minutes. If it hasn't after an hour, raise a ticket with the order code and we'll trace it.
The QR code won't scan
Clean the sticker and make sure there's enough light on it. If the code is torn or faded, tell the shop owner — they can print a fresh one from their console in a few seconds.
My PDF looks wrong in the preview
Prinsta renders the file exactly as the printer will. If the preview is wrong, the file is usually the problem: password-protected PDFs, unusual embedded fonts, and files still syncing from cloud storage are the common causes. Re-export the document and upload it again.
Colour pages are costing more than I expected
Prinsta scans each page and charges colour rates only on pages that actually contain colour. A single coloured logo or heading makes a page a colour page. The preview shows which pages were detected as colour before you pay — check it there if the total looks high.
Still stuck?
Raise a ticket and include the order code. We can see the job, the printer, and the payment against it, which is much faster than describing it.