Troubleshooting

Solutions to the most common issues. Can't find your answer? Contact us below.

Customizer Issues

The "Customize" button doesn't appear on my product pages

• Make sure the product is configured and active in Podmaster — being active in Shopify alone isn't enough
• Go to the Installation page inside Podmaster and re-run the setup wizard
• Some custom Shopify themes don't support automatic app embeds. Check with your theme developer, or contact us for manual integration help
• Test in a different browser or incognito window to rule out browser extensions

The customizer loads but designs won't save

• Check your storage usage on the Dashboard — if you've hit your plan limit, new designs can't be saved
• Make sure the product has a print area defined (Products → Edit → Design Area)
• Check your browser console (F12 → Console tab) for red error messages and include them when contacting support

Images upload but don't appear in the editor

• Supported formats: PNG, JPG, SVG, PDF. Other formats (HEIC, WEBP, BMP) may not work
• Maximum recommended file size: 10 MB per image
• If the problem affects all images (not just one), your AWS S3 storage connection may have an issue — check Settings

The print area isn't aligned with the product image

• Open the product → Edit → Design Area and reposition the print area box to match your mockup image
• Ensure your product mockup image has a consistent size and isn't being resized by the browser

Customer designs look blurry or pixelated in print

• Ask customers to upload images at minimum 300 DPI at the intended print size
• AI-generated images often aren't high resolution enough for large prints — advise customers on this
• SVG files are always sharp at any size — encourage SVG for logos and icons

Printful Issues

Printful connection fails or shows "Invalid API Key"

• Go to Settings → Printful, remove the current key, and paste a fresh one from your Printful account
• Click Validate to confirm the connection works before saving
• Ensure your Printful account is active (not paused or suspended)
• Printful integration is only available on certain Podmaster plans — check your plan

Orders aren't being sent to Printful automatically

• Check webhook status on the Dashboard — if webhooks show as disconnected, click "Repair Webhooks"
• Only paid orders are sent to Printful. Make sure the Shopify payment was captured
• Check Settings → Printful to confirm auto-fulfillment is enabled (if you want orders to go automatically)

A product isn't syncing with Printful

• Open the product in Podmaster and click Sync with Printful
• Ensure the product variant options (size, color) match exactly between Shopify and Printful
• If variants were added or removed in Shopify, re-sync the product

AI Tool Issues

AI background remover isn't working

• Verify your API key is valid: Settings → AI, then click Test
• Check that the AI Background Remover toggle is enabled
• Each provider has a monthly usage quota — check your provider's dashboard to see if you've run out of credits
• Try switching to a different provider (Remove.bg, Photoroom, or DeepAI) as a fallback

AI image generator produces poor or irrelevant results

• Use detailed, descriptive prompts: instead of "a dog", try "a golden retriever puppy sitting in autumn leaves, watercolor illustration style"
• Include art style keywords: watercolor, vector, photorealistic, cartoon, hand-drawn
• Generate multiple times — AI output varies and the second or third attempt is often better
• DeepAI works best for artistic styles; Remove.bg/Photoroom focus on background removal, not generation

Billing & Plan Issues

I upgraded my plan but still see limited features

• Log out of Podmaster and log back in to refresh your session
• Go to Settings → Subscription and confirm your plan shows as active
• If Shopify shows a pending charge, wait a few minutes for the billing to process
• Contact support with your store URL if the issue persists after 30 minutes

I cancelled but was still charged

• Shopify charges are billed at the end of the billing cycle — a charge after cancellation is normal for the final billing period already used
• Check your Shopify admin under Apps → Billing to confirm the cancellation was processed

Order Issues

I can't find the print-ready file for an order

• Go to Orders in Podmaster and click on the order
• Each line item has a Design section with links to the canvas preview and print-ready PNG/PDF
• If the print file is missing, it may not have been generated — contact support with the order number

The order shows "Pending" in Podmaster but "Fulfilled" in Shopify

• This can happen if fulfillment was processed directly in Shopify without going through Podmaster
• For orders fulfilled via Printful, check the Printful dashboard for the fulfillment status
• Manually mark the order as fulfilled in Podmaster if needed

Performance Issues

The app or customizer loads slowly

• Clear your browser cache (Ctrl+Shift+Delete)
• Disable browser extensions temporarily — ad blockers can sometimes interfere
• Use a modern browser: Chrome, Firefox, Safari, or Edge (latest version)
• If you have a very large asset library (thousands of images), consider archiving unused assets

The editor is slow on my customer's device

• The editor is GPU-accelerated but older devices and mobile phones may be slower
• Reduce the number of elements on the canvas — dozens of layers can slow rendering
• Avoid very large images (over 5 MB) — compress them before uploading

Contact Support

If you can't resolve your issue with the steps above, we're here to help:

Channel	Details
Email	podmaster@mnbapps.com
In-app ticket	Go to Support inside Podmaster to attach screenshots
Response time	Within 24 hours on business days (Mon–Fri)