Common issues & fixes
Most hiccups with Sigmira trace back to one of three things (the licence, the customise button not appearing, or a print file behaving oddly), and nearly all of them have a quick, known fix. This page is the shortcut: symptoms grouped so you can scan to the one that matches and get unstuck, rather than reading cover to cover. If your issue isn’t here, the FAQ and support page pick up where it leaves off.
Licence & connection
"Invalid license key"
Copy the key again from your Sigmira account; make sure there are no spaces before or after it.
"Site limit reached"
This license is already active on X of Y site(s). Your plan’s store allowance is used up. Deactivate the licence on a site you no longer use, or upgrade your plan. See Billing & subscription.
Features are locked / "License inactive" banner
Your licence isn’t active. Reactivate or renew it under License. Your live storefront keeps working regardless.
The customisation button
"Customize This Product" doesn’t appear on a product
- Confirm customisation is switched on for that product (the Enable customization tick, or via Products → + Add customizable product). See Connect your store.
- Check your licence shows Active.
"Please customize this product before adding it to your cart"
The product has a required element (such as a required upload zone). The customer must complete the design before checkout; this is expected behaviour.
"Design session expired. Please create your design again."
The customer’s design session timed out before reaching the cart. They’ll need to redo the design. If it happens often, it’s usually a very long idle time between designing and adding to cart.
Images & uploads
An upload is refused
- File type not allowed — the file isn’t in the zone’s Accepted file types.
- File is too large — it’s over the zone’s Max file size (MB).
- SVG upload not available or SVG rejected — SVG uploads are either switched off or the file failed the safety check. Ask the customer for a PNG/JPEG.
The print comes out blurry
The uploaded image was too low-resolution for the print size. Set a Minimum DPI on the print area so customers are warned up front (see Add print areas).
Print files
The file is out of date — "Re-export needed"
The design changed after its file was generated. Open the order and Re-export (or Save & re-export). See View customer designs.
A generated file looks wrong
Check the Format and Resolution in Generate with different settings, and the product’s print method defaults.
Still stuck?
See the FAQ or Get support.
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