Troubleshooting

Check this first!

Are you using Adobe Reader?

Editable templates will ONLY work in Adobe Reader and not in any other program so please check this first. Opening templates in programs other than Adobe Reader is the biggest cause of font & printing issues! 

The latest version of Adobe Reader is called Adobe Acrobat Reader DC and you can download it for FREE here: https://get.adobe.com/reader/

Step-by-step help for Mac users

If you open your template in the default PDF viewer on a Mac (called Preview) your fonts will look irregular and will be spaced incorrectly. Mac users need to open templates in Adobe Reader only!

Follow my easy step-by-step instructions for specific help. 

Step-by-step help for Windows users

If you open your template in the default PDF viewer on Windows OR in the Adobe Reader APP your fonts will look irregular and/or you will not be able to enter your own text. Templates need to be opened in the full desktop Adobe Reader program only!

Follow my easy step-by-step instructions for specific help. 

Step-by-step help for Mobile users

Editable templates won’t work on a mobile device. Please download your file to your desktop or laptop computer and open using the full Adobe Reader program.

You can download Adobe Reader for FREE here: https://get.adobe.com/reader/

Downloading your template

I have purchased a template. How do I download it?

If you purchased from this website:

Once your purchase has been completed and your payment processed, you will immediately be returned to my Thank You page where links to download your template are listed. 

If you have closed the Thank You page, you can access your downloads from Your Account page at any time. You will also receive an email shortly after purchase that has your receipt and a copy of the download links. 

If you purchased from my Etsy shop:

If you have an Etsy account you can download your template at any time from Your Etsy Account. If you do not have an Etsy account, and purchased as a Guest user, you can download from the links in the email sent to you from Etsy.

Opening your template

I can’t open my template – it’s asking for a password

If you are being asked for a password you are trying to open your template in the wrong program. Please check which program you are using and open your file in Adobe Reader only. You will not need a password to open the template in Adobe Reader. 

You can download Adobe Reader for FREE here: https://get.adobe.com/reader/

Personalizing or editing your template

When I try to edit my template I am being asked to pay for an Adobe Subscription!

You don’t need to pay or buy a subscription to edit, print or save my templates!

When editing, do not use the “Edit PDF” option on the right-hand side of the Adobe Reader screen or you will be asked to sign up to an Adobe subscription or to upgrade to the Pro (paid) version.

To edit my templates, simply highlight my sample text and just start typing in your own words.

Please see this screenshot for help

The fonts are really small and/or not the same as in your listing photos – why?

If you do not see the same fonts as in my photos, you have opened your template in the wrong program or in your internet browser. Editable templates will only work in Adobe Reader!  Download a fresh copy of your template and make sure to open it in Adobe Reader only.

You can download Adobe Reader for FREE here: https://get.adobe.com/reader/

I can’t edit any of the text on my template

This most often happens if you open your template on a mobile device or using an App. Editable templates will not work in an App or on a mobile device. Download your file to your desktop or laptop computer and open using the full Adobe Reader program.

You can download Adobe Reader for your computer/laptop for FREE here: https://get.adobe.com/reader/

My text has disappeared!

If your personalized text has disappeared (until you click on the empty text field and it appears again like magic), you have saved your template in Preview (the default PDF viewer on a Mac computer). Opening and saving editable templates in Preview corrupts them. Download a fresh copy of your file and make sure to open it in Adobe Reader only. 

You can download Adobe Reader for FREE here: https://get.adobe.com/reader/

There is no sample text on my template

This most often happens if you open your template on a mobile device or using an App. Editable templates will not work in an App or on a mobile device. Download your file to your desktop or laptop computer and open using the full Adobe Reader program.

You can download Adobe Reader for your computer/laptop for FREE here: https://get.adobe.com/reader/

I want to change the size of my text

Simply highlight the text you want to make bigger or smaller, press Control+E (or Command+E on a Mac) to bring up the Text Properties Toolbar, and change the size of your text on the Toolbar. 

Note that some text fields will automatically resize your text to fit the available space – you cannot manually change the text size in these fields.

I want to change the size of my text, but cannot access the Text Properties Toolbar

This happens for 2 reasons:

  1. If you have opened your template in a program other than Adobe Reader (or in your Internet Browser).  My files will only work in Adobe Reader so please check this first!
  2. The text field you are trying to edit may be an “Auto-Fit Field” where any text you enter will automatically resize to fit the space.  You cannot manually change the text size in these fields.

My template auto-fills with the same information – can I turn this off?

Some my templates are formatted to auto-fill with the same info into each text field on the page to save you having to re-type the same information more than once. 

If you need this autofill feature turned off, please contact me using the form at the bottom of this page so I can send you an amended file. 

There is a small + sign at the bottom right of my text

If you see a little + sign in the bottom right of your text, it means that your text size is too big. You will need to reduce the text size from the toolbar.

Also check that you don’t have any unwanted extra returns/enters after your text. 

When I click on the text, it says Windows cannot access the specified device, path or file

This occurs when you have a computer with a Touch-enabled screen and are typing with the keyboard (instead of typing directly on the touch screen). To stop this message simply toggle the Touch mode of your computer to OFF by clicking the hand/pointing-finger icon at the top of the file. 

Saving your template

When I try to save my edits I am being asked to pay for an Adobe Subscription!

You don’t need to pay or buy a subscription to edit, print or save my templates!

When saving, do not use the “Export PDF” option on the right-hand side of the Adobe Reader screen or you will be asked to sign up to an Adobe subscription or to upgrade to the Pro (paid) version.

To save my templates, just use the Menu options “File” > “Save As…”

Please see this screenshot for help

I can’t save my template – I get the error message “File is password protected and can’t be exported.”

When saving, do not use the “Export PDF” option on the right-hand side of the Adobe Reader screen or you will be asked to sign up to an Adobe subscription or to upgrade to the Pro (paid) version.

To save my templates, just use the Menu options “File” > “Save As…”

Please see this screenshot for help

Printing – at home

The colors aren’t printing as I expected

Unfortunately, if the color of your template is not printing as you expected, this is likely a printer issue – my templates do not change from order to order. Here is a checklist of things to try to correct your color output: 

  1. Firstly check that you are printing from ADOBE READER only! Printing from other programs (such as Preview the default PDF viewer on a Mac) will often result in strange colors!
  2. Make sure to check the level of ink in your ink cartridges.
  3. Ensure that you have selected the best quality print settings in the Print Dialog Box (not draft settings).
  4. Try selecting the “Print as Image” checkbox (found by clicking on the Advanced button in the Adobe Reader Print Dialog Box – see this screenshot for help in locating this option).  Selecting this can help with color correction on some printers.

Everything is printing out except for my text (or graphics)

Your printer may be having issues parsing the file – please select the “Print as Image” checkbox (found by clicking on the Advanced button in the Adobe Reader Print Dialog Box – see this screenshot for help in locating this option).  Selecting will change how your printer parses the file.

My template is printing out smaller than expected

Please adjust the print settings in the Adobe Reader print dialog box to “Actual Size” under the Page Handling & Size option. Selecting this option should ensure your designs print out at the correct size. 

My template doesn’t line-up correctly to a certain Avery label/sticker size

Unless specified in the listing description, my templates aren’t formatted to print on any kind of pre-formatted or pre-cut label paper. If you wish to print on label paper, please choose the full-sheet sticker/label paper and cut out the designs after printing. 

Printing – at a copy shop

I can’t upload my template using my copy shop’s Online Uploader

Online uploaders do not work with my editable files. Fonts will often revert back to standard fonts using these uploaders.  I recommend physically taking your files on a USB directly into your local copy shop.

My local printer cannot print my template – they say they need a password

All my templates are designed to print at home, or at a copy shop (which are generally the places that use Adobe Reader to print). Professional printers or typesetters may encounter issues depending on the program they use to print the files – they will only work in Adobe Reader. Some copy shops that do not use Adobe Reader may also have problems printing.


Additional Support

Need more help? Fill in this form with your issue – be as specific as you can! I will reply within 24 hours (excluding weekends) to help resolve your issue.


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