Why the Kiosk Won't Let a Customer Continue

Overview

The kiosk stops a customer before they order something that can't be sewn or is missing something. The step won't move on, or Submit order stays off, and a message says what to change. Going back is never blocked.

Problems with the lettering (it doesn't fit, a character can't be sewn, too many initials) show as soon as they happen; lettering that doesn't fit is a calm hint until the customer tries to move on. A missing required field shows when the customer tries to move on. On the review step, the reason Submit order is waiting is shown just above it.

The server checks everything again when the order is placed, so anything the tablet missed is still refused. Saving a design to finish later only refuses characters that can't be used; the rest is checked when it is ordered.

Messages and what to do

The text

• "Name is required." (with the field's own name) The field is required and was left blank. Type something in it.
• A character named under the field. The field doesn't take that kind of character (for example numbers in a letters-only field). Remove it.
• A character the font can't stitch (for example ß in a font without it). Remove it or pick another font. Common accented letters (é, ñ, ü, Ö and others on a, e, i, o, u, n and y) are built from the font's own letters and accents, so names like José, Zoë or Peña work in fonts that don't include them. Letters such as ß, å, ç, æ or ø still need a font that has them.
• "Initials takes up to 3 initials." (with the field's name and its limit) Too many initials for the monogram. Use fewer.
• "… must use letters A–Z only …" A monogram takes plain letters only.
• "Add some text to stitch first." Nothing on the design has text to sew.

The size

• While typing, a calm hint. Text that doesn't fit shows a hint under the field, not an error, and the price keeps the last good one. When the text fits one of the field's other fonts, the hint names it ("This text may fit better in ThreadReady Script.") with a Try it button that switches to that font; the kiosk never changes the font by itself. If the customer taps Next or Review anyway, the hint becomes one of the two messages below, and the switch button stays.
• Too long for this design. The text is wider than the field. The message suggests what will fit: a smaller size, another of the field's fonts that was checked to fit, or shorter text.
• Too big for this design. Even one letter is too tall for the field. The message suggests another font that fits, or asks the customer to fetch a member of staff.
• A letter size marked "too small", or Smallest for … is …. The chosen font can't sew that small. Pick a larger size or another font. While a new font's smallest size is still being measured, a size below what it has reached so far is refused with a message saying so.
• "This design is … mm, but the … takes up to …" The design is bigger than the product you set limits for. This only stops the move to Review, so the customer can still change the text or size.
• "Names don't fit beside this design in this shop's lettering." None of your fonts fits a name beside this library art. Choose Text below or Text above.

Moved letters

• "… can only move about one letter height …", "… was moved outside its area", "… would cover …". A letter moved by hand is too far from its place, outside its area, or on top of another letter. Drag it back or tap Reset letters.

The preview

• Stitch preview unavailable. The preview couldn't be drawn, so the design can't be approved on the kiosk. Often the design itself has a problem (for example a field with no font): check it in the design editor.

The customer's details

• "Enter your name to submit." Your shop requires a name (Settings → Kiosk → Customer details).
• "Enter your full email address, like …" The email is incomplete (for example it has no ending such as .com).
• "Enter your full phone number, including the area code." A phone number needs 10 to 15 digits. A 7-digit local number is always refused.
• "Tick the approval box to submit." The customer hasn't approved the preview yet.

The kiosk or the shop

• "This kiosk is offline. Please ask a member of staff." The tablet has lost its connection. What was typed is kept, and Submit order works again once it is back (see Timeouts, errors and recovery).
• "This device is not set up to take orders. Please ask a member of staff." Only a paired tablet can place an order (see Pairing a kiosk tablet).
• "This shop is not taking orders right now." Your workspace is locked for billing (see Billing & Plans).
• "… isn't available for …", "The selected product is not available for this design", or "This layout is not available". The design or layout was removed from the product, or you hid the layouts, after the customer opened it. Start again from the product or the design list.

Fixing it as staff

Most problems are fixed by the customer changing the text, size or font. If a design keeps refusing ordinary names, the field is probably too small for your fonts: make the field bigger or offer a smaller font in the design editor (see Creating Designs).