Troubleshooting - step by step

Troubleshooting:

If you have any difficulties accessing you patterns, we suggest you go through this guide step-by-step.

 Step 1: Have you received an Order Confirmation email from us?

Please first check your junk email file before answering as our email might have been filtered out by a spam filter.
 

Yes, I have received your email. Make a note of your file-open passwords (one for each file) >> Move down to step 2

No,  I haven't received your email.  >> Please contact us and  we will resend you the file-open passwords and information for downloading your files.                    Note: file-open passwords are needed to                     open pattern files .

Step 2: Are your files ready for download?

Log into your account and select your Order / Detail.
 

Your pattern-files appear in blue.  Your order has been processed and your files are ready for download.                   >> Move down to step 3

Your files appear in black. Your order is not yet ready for download.  Please allow a few hours and up to 24 hours for your                order to be processed.                You will hear from us very soon.               >> Contact us if the files are not                ready by then.

Step 3: Have your files downloaded with success?

Doubleclick on each of the files and select SAVE. 
 

A pop-up window opens prompting you for a password. >> Go to step 4

Error message ("File damaged during download"  or No prompt).                 >> Try again selecting SAVE rather                 than OPEN.                  >> If Download count drops to zero                 (files now appear in black),                 contact us and we will send you the                 files by email.     No pop-up window opening asking  for password.               >>  Download a more recent              version of Adobe Reader here

Step 4: Have you opened and saved your files?

Enter File-open password provided in our email. There is one password for each file. Do not confuse with the password you selected for login into your account.
 

File Opens. You can now print out the pages of your pattern file. We suggest save a copy of your file as a backup and retain your passwords                as they will be needed to open your                files later.

Error message "password is incorrect" >> Passwords are case sensitive. Check your Caps Lock key               >> All passwords are letters followed               by numbers. Make sure you do not                confuse the number zero "0" with the                letter "O".               >> Try cutting and pasting the password               from our email (strictly select the red               letters and numbers, do not include                extra spaces).

Contact Customer Care:

If you have not been able to download you patterns or for any other issues, please contact us and we'll be happy to help. Please note that whatever the problem, we'll make sure that you receive your patterns and will send them by email if download fails.


 

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