Reference

Troubleshooting

Gift messages aren't being detected

GiftPrint reads from standard Shopify order attributes and notes. Supported message keys (case-sensitive — match exactly):

Gift Message — Wrapped, GiftPrint widget, generic apps
Gift Note — Wrapin, generic apps
Message — Giftship (only when paired with To or From context)
_gift_message, gift_message, gift-note, gift-message, _gift_note — custom implementations

If your gift app uses a different key and messages aren't appearing, contact support@pg-artlab.com with the order ID and we'll add it.

Fallback: GiftPrint always checks the Shopify order note field as a last resort. If your gift app stores messages there, GiftPrint will find them.

PDF download doesn't start

Pop-up blocker

Your browser's pop-up blocker may be blocking the download. Whitelist your shop:

Look for a pop-up block icon in the browser's address bar
Click it and select "Always allow pop-ups for [your-shop].myshopify.com"
Try downloading again

Browser compatibility

GiftPrint works best in Chrome and Firefox. Safari sometimes blocks blob downloads due to strict security settings.

Solution: Try downloading in a different browser, or disable Safari's "Prevent cross-site tracking" setting temporarily.

File size too large

Batch PDFs with many orders (50+) may take 30 seconds to generate. Don't navigate away or reload the page during generation — wait for the download to complete.

CJK characters render slowly or in the wrong font on the first PDF

CJK glyphs always render — GiftPrint swaps to a CJK font automatically the moment it detects Chinese, Japanese, or Korean characters. What the CJK Language Support (Beta) toggle controls is when that font is loaded:

Toggle on — the CJK font preloads when the order page opens, so even the first CJK PDF generates instantly.
Toggle off — the font is fetched on demand the first time you download a CJK PDF; expect a 1–3 second delay only on that first PDF, then the browser caches it.

If you are seeing literal empty boxes ("tofu") in the rendered PDF, that's a font-loading failure (network blocked / offline), not a toggle setting.

Fix:

Go to Settings → General → Print
Enable CJK Language Support (Beta) to remove the first-PDF delay
Reload the order page so the font preloads, then download

See CJK support for full details.

Logo doesn't appear on cards

Logos require Starter or Pro plan. FREE plan does not support custom logos.

If you're on Starter or Pro:

Go to Settings → Branding → Shop Logo
Click the upload area and select your image (PNG, JPEG, or WebP)
Max file size: 5MB
Download a new PDF to see the logo applied

The logo appears in the top-left corner of each card by default.

Custom colors don't apply

Custom colors require Starter or Pro plan. FREE plan uses template defaults only.

If you're on Starter or Pro:

Go to Settings → Branding → Custom Colors
Use the color pickers to set your palette
Hex format (#RRGGBB) must be 7 characters exactly
Download a new PDF to see colors applied

If colors still don't apply, try reloading the Settings page and re-selecting your template to refresh the preview.

Batch print fails or times out

Hitting the batch limit

FREE plan: Batch printing not available. Print single orders.
Starter plan: Maximum 20 orders per batch. Split large batches into multiple PDFs.
Pro plan: No plan limit. A technical ceiling of 500 orders per run still applies — anything beyond that is dropped from the selection, so split very large runs.

Large batches taking too long

Batches with 50+ orders can take 30–60 seconds to generate. The progress spinner indicates the PDF is being built. Do not close the page or reload.

The Gift Note Widget is a section-level block that targets the Product and Cart templates. Add it where you want it to appear:

Go to Online Store → Themes in Shopify admin
Click Customize on your active theme
Open the Product template (and/or the Cart template, if you also want it there)
In the section list, click Add block on a section that supports app blocks (most themes' main product / cart sections do)
Find and add Gift Note Widget
Drag it to the desired position (typically below the description or near the Add to Cart button)
Click Save

The widget is not an app embed — there is no toggle in the App embeds panel for it. If you don't see "Gift Note Widget" in the Add block menu, see "Theme incompatibility" below.

Paid gift note missing after "Buy it now"

"Buy it now" and Shop Pay skip the cart and go straight to checkout, so the paid "Gift Note Service" line cannot be attached to that order. Other gift apps hit the same platform limit.

The gift message itself is not lost — it rides on the product as a line item property, so a free gift note still prints normally.

If you charge for gift notes, hide the accelerated button on those products: Online Store → Themes → Customize → Product template → Buy buttons → uncheck "Show dynamic checkout buttons". Customers then go through the cart, where the service item is added normally.

Theme incompatibility

Very old or heavily customized themes may not support app blocks at all, or may use a custom product section that doesn't expose block slots. Workarounds:

Switch to a modern Online Store 2.0 theme (Dawn, Sense, Craft, etc.).
Ask your theme developer to add {% content_for 'block', type: 'app' %} (or blocks arrays in the section schema) to the product / cart sections so app blocks can be inserted.

Need more help?

If your issue isn't listed here, email support@pg-artlab.com. Email is the only support channel — there is no ticket portal or in-app chat.

FREE and Starter — we reply within 48 business hours
Pro — priority support, we reply within 24 business hours

When contacting support, include:

Your shop domain
Order ID (if applicable)
Screenshot or description of the issue
Steps you've tried so far