FAQ

If the issue persists, please contact us with a clear description of the problem, including what you were doing when the error occurred.

If you are still experiencing issues, please provide a detailed description of the problem, including the steps you took and any error messages received.

Some customers may encounter issues accessing your website due to firewalls, particularly those in large organizations with strict IT security policies.

No, once a customer account is active, they have 24/7 access to your website.

Customers can create up to 10 pinboards.

Yes, you can add customers via the Customer Tab in the backend of your site. Simply click the Add New Customer button. Note that customers must be added one at a time.

However, we recommend encouraging customers to register themselves whenever possible. This ensures their information is up-to-date, and they can set their own password.

Currently, the site is optimized for portrait designs only. Landscape designs will appear as a stripe on the site.

Your files are securely stored on industry-standard Amazon AWS servers, renowned for their reliability and durability in object storage. The data is hosted on a separate remote server. Both servers are regularly backed up; however, we strongly recommend maintaining offline copies of your files and data for added security.

Yes, all visitors to your site must register as customers. Each time a registered customer visits, their details will appear at the top of your Customer list.

To download the app, open the App Store on your iPad and search for The Pattern Cloud. The app is free to download, and you can log in using your backend user credentials.

Yes, when a design is marked as sold (e.g., added to an invoice), it will immediately disappear from your site’s front end and be marked as sold in the backend.

This may occur if you are using a subdomain of your main domain to host your type B website. Please contact us to arrange for an SSL security certificate for your domain.

Follow this checklist to ensure your site is ready to launch. Once all tasks are complete, you can email us, and we’ll activate your website!

Decide how you want to host your site:

Go to the Appearance tab in the backend:

Under the Content tab, you’ll find three documents to review and update:

If you’re using Option A, upload a few images to create your home page.

Go to the Payment tab and select your preferred platform for processing credit card payments:

In the Set Live tab, once all six tasks have green checkmarks, your site is ready to launch! Simply email us, and we’ll take care of the rest.

You have two options for setting up your domain:

Example: yourstudio.thepatterncloud.com

Here’s how to configure this:

If you choose Option 1 for faster setup, don’t worry—you can switch to Option 2 later when your subdomain is ready.

Yes, you can! In the Backend under Studio Website > Appearance, you’ll find fields to add bank account details for up to three currencies: USD ($), GBP (£), and EUR (€).

These fields are simple text boxes, allowing for flexibility. For example:

This way, you can provide alternate payment options if needed.

Stripe is our recommended payment provider for processing credit card payments through your website. Here’s a step-by-step guide to setting up your Stripe account:

If you’d like to set up PayPal as a payment method on your website, you’ll first need to retrieve your Sandbox Client ID/Secret and Live Client ID/Secret. Just follow the steps below:

To show your VAT number on your invoices, enter it in the three bank detail fields. This will ensure it appears at the footer of your invoice.

Yes. We always recommending setting the Frontend of your website live as soon as possible, so you can view and fine tune how your designs will look and what your customer experience will be. Your site is secure so no one will be able to log in until you let them. Also, until you create the links to your site and tell your customers it is effectively invisible to the outside world. Yes, we recommend setting your website front-end live as soon as possible. This allows you to view and fine-tune how your designs are displayed and understand the customer experience. Rest assured, your site is secure:

Creating a PDF pinboard for a customer allows you to share a curated selection of designs in a secure, professional format. Here’s how to do it:

Note: This feature is an add-on for VIP customers and is not available to all customers by default. You may choose to enable it for specific clients, agents, or high-value customers.

Once the PDF is ready, you can share it directly with your customer. This method is perfect for:

You can view a history of designs that have been printed or downloaded as PDFs from your account. This feature also tracks activity for customers who have access to it, providing insights into what they’ve printed or saved.

By following these steps, you can easily create and share pinboards as PDFs, helping your customers make design selections securely and professionally.

The upload limits for video swatches or 3D fabric mapping depend on your subscription type. The limits are as follows:

To effectively manage alternative colourways, we recommend uploading one main colourway and then adding additional versions within the same design.

Here's how to do it:

This method ensures that all colour variations are grouped under the same design, making it easier for buyers to view and compare options.

If you wish to charge an extra fee for alternative colourways, you can specify this in the text box by writing: "Extra fee for more colourways".

The system currently doesn’t recognize half-drop repeats. However, you don’t need to use the product templates provided by the system in this case. Instead, you can create your own mockup and upload it in JPEG format alongside the thumbnail in the same upload.