In the case of a machine breakdown, staffing issues, or any other unforeseen event that will affect production, please inform the Partner Support Team immediately. For machine breakdowns, providing as many details in advance will allow us to support you more efficiently.

Please follow the steps below to generate a report ticket that will be sent to the Partner Support Team’s inbox. When following this reporting method, do note that more than one Print Job can be reported per single report.

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1. Select the red "Report Print Jobs" button at the top right-hand corner of the page. For mobile app users, select the "Report" button at the top right-hand corner of the screen.

2. Note affected print jobs

3. Select "Other" when prompted to "Tell us about the issue."

4. In the comment, indicate what machine(s) is broken and when the expected fix date is. Other helpful information would be what products are affected.

5. Submit

One of the team members will respond within 24 hours to follow up.

The second way to report a machine breakdown is to email the Partner Support team directly at [email protected] with the following information to report a breakdown:

Indicate machine breakdown in your subject line (ideally with "urgent" to catch our attention)

Short summary of the issue

Machine(s) affected by the breakdown

Expected fix date (if there is no estimated fix date, please note this and we will follow up periodically until a fix date is known)

List of products affected by the breakdown

List of print jobs that need to be rerouted

It is extremely important to the team to keep track of machine breakdowns to ensure redundancy in our network and prevent delivery days to our customers so once reported, a team member will follow up within 24 hours (but most likely within a few hours). Please ensure to report any breakdowns as soon as they occur so we can be proactive