Support

A real person reads these. If something is wrong with an order that is going out today, say so in the subject line and it goes to the top.

Email trey@fathomdev.io

Before you write

Two things make almost any problem faster to solve: your shop’s myshopify.com address, and an order number it happened on.

Common questions

Nothing is printing.

Check Settings → Printing. A printer only appears in the list while the computer it is attached to is switched on with the PrintNode client running, so the usual cause is a machine that went to sleep. If the printer is listed but nothing comes out, the order list will show the printer’s own error next to the job.

An order says “Sending…” and never changes.

The job reached PrintNode but the printer has not confirmed it. Opening the orders or run list re-checks anything queued. After 24 hours without confirmation we mark it failed rather than leave it looking hopeful, because a missing ticket is a missed delivery.

The storefront says it cannot confirm delivery to an address.

That is a zone with no postal codes listed. Add them in Settings → Delivery zones; a partial code covers everything beginning with it, so 361 covers all 361xx and SW1 covers every SW1 postcode.

Some orders reach checkout with no delivery date.

Dynamic checkout buttons — Shop Pay, PayPal, Google Pay — skip the cart page entirely, and no app can put a date picker in front of them on a non-Plus store. Turn them off in your theme settings so customers go through the cart.

A ticket printed the wrong details.

Open the order from any list and edit the card message, recipient, flower notes or delivery instructions, then reprint. Edits are written to Shopify as well, so they are visible in your Shopify admin too.

Can I stop taking orders for a day?

Yes — “Close today” on the home page, or from the day itself. A closed day cannot be chosen on the till or on your website. Orders already taken still show, so nothing disappears.

How do I get my data out, or delete it?

Email us and we will export it. Uninstalling the app deletes everything we hold for your shop automatically within 48 hours; see the privacy policy.

Reporting something urgent

If orders are not printing during service, email with URGENT in the subject and include your shop address. Tickets can be reprinted once the cause is fixed — nothing is lost in the meantime.