My website is not working. What should I do?
My website is not working. What should I do?
Refresh your browser. Close and reopen your browser or press the refresh button.
Try a different browser. The system works best with Google Chrome. Note: Safari may cause compatibility issues.
Try a different computer. Test the website on another device to rule out local issues.
Check your internet connection. Ensure you have a stable connection.
Clear your cookies. Clear your browser cookies to remove cached data that might interfere with the site.
If the issue persists, please contact us with a clear description of the problem, including what you were doing when the error occurred.
Why is my file not uploading?
Why is my file not uploading?
Original Uploading Method:
Ensure you are uploading a minimum of 2 JPEG files.
Confirm that the files meet the required size specifications and are correctly named/numbered.
Test another file to see if the issue persists.
Troubleshooting Steps:
Refresh your browser.
Try using a different browser (Google Chrome is recommended).
Test the process on another computer.
Check your internet connection to ensure stability.
If you are still experiencing issues, please provide a detailed description of the problem, including the steps you took and any error messages received.
My customer is having problems seeing the design page. How can I help?
My customer is having problems seeing the design page. How can I help?
Some customers may encounter issues accessing your website due to firewalls, particularly those in large organizations with strict IT security policies.
Advise the customer to contact their IT department to allow your website on their firewall.
If needed, you can contact us to request a whitelist for their network.
Other potential solutions:
Clear browser cookies.
Try accessing the site using a different browser (Google Chrome is recommended).
Does a customer login have a time limit?
Does a customer login have a time limit?
No, once a customer account is active, they have 24/7 access to your website.
How many pinboards can my customers have?
How many pinboards can my customers have?
Customers can create up to 10 pinboards.
Can I add my customers?
Can I add my customers?
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.
Can I upload landscape designs?
Can I upload landscape designs?
Currently, the site is optimized for portrait designs only. Landscape designs will appear as a stripe on the site.
Where are the stored files held, and are they secure?
Where are the stored files held, and are they secure?
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.
Can I see and track who visits my site?
Can I see and track who visits my site?
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.
Where can I find the app?
Where can I find the app?
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.
If a design sells, is it removed from other customers’ pinboards?
If a design sells, is it removed from other customers’ pinboards?
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.
Why is my site flagged as ‘Insecure’ by my browser?
Why is my site flagged as ‘Insecure’ by my browser?
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.
How do I set my website live?
How do I set my website live?
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!
1. Choose Your Site Option
Decide how you want to host your site:
Option A: Use your own domain (e.g., www.mystudio.com). or The Pattern Cloud subdomain (e.g., mystic.thepatterncloud.com).
Option B: Use our secure shop that integrates with your existing website (e.g., shop.mystudio.com).
2. Customize the Appearance
Go to the Appearance tab in the backend:
Click the Studio Website button.
Select the name of your studio.
Adjust the appearance of your secure site:
Customize text and background colors.
Enter your company name and email address.
Upload your logo.
Provide your bank details for invoices:
You can add separate accounts for GBP (£), USD ($), and EUR (€).
If all payments go to one account, enter the same details in all fields.
Include your VAT number (if applicable) to ensure it appears on invoices.
3. Complete Your Site Content
Under the Content tab, you’ll find three documents to review and update:
Cookie Policy
Terms and Conditions: We provide a template for you. Add your details or replace it with your own terms.
Privacy Policy: Update this document with your company details.
4. Set Up Your Home Page (For Option A Users Only)
If you’re using Option A, upload a few images to create your home page.
5. Choose a Payment Gateway
Go to the Payment tab and select your preferred platform for processing credit card payments:
Stripe (Recommended): If you’re new to Stripe, register and set up an account.
PayPal
Braintree
6. Go Live
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.
What domain should I use?
What domain should I use?
You have two options for setting up your domain:
Option 1: Use a Subdomain of The Pattern Cloud
Example: yourstudio.thepatterncloud.com
We’ll handle the setup for you.
Your site will automatically include SSL Security, ensuring it’s registered as secure.
Option 2: Use Your Own Domain or Subdomain
For Type A sites, use your own domain (e.g., yourstudio.com).
For Type B sites, set up a subdomain (e.g., design.yourstudio.com).
Here’s how to configure this:
Access Your Domain Settings
If you manage your domain personally, log in to the registrar where you purchased it (e.g., GoDaddy.com).
If a web developer handles this, share these instructions with them.
Point Your Subdomain to Our Server
Create the subdomain in your domain settings.
Point it to the following IP address: 54.247.163.72 (CNAME Record: setup.thepatterncloud.com. A Record: 54.247.163.72)
Notify us once this is done, and our developers will connect your site to our server.
Add a Menu Button
Create a button in your site’s menu that links customers to your shop or subdomain.
Secure Your Domain with SSL
If you’d like your site to be registered as secure, an SSL certificate is required. The cost is approximately £200 per year.
Need More Flexibility?
If you choose Option 1 for faster setup, don’t worry—you can switch to Option 2 later when your subdomain is ready.
Can I use different bank details for different currencies on my invoices?
Can I use different bank details for different currencies on my invoices?
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 (€).
If you fill in these boxes, the corresponding details will appear on invoices based on the currency of the transaction.
If the boxes are left empty, invoices will default to showing your main bank details.
These fields are simple text boxes, allowing for flexibility. For example:
You can enter your USD account details and include additional instructions, such as:
"For payments made from outside the USA, please use TransferWise at [your TransferWise details]."
This way, you can provide alternate payment options if needed.
How do I display my VAT number on invoices?
How do I display my VAT number on invoices?
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.
Can I preview my website front-end before making it live?
Can I preview my website front-end before making it live?
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:
Only authorized users can log in until you grant access.
Without the links and notifications you provide, your site will remain effectively invisible to the public.
Can I upload half-drop repeats and mapped them to templates?
Can I upload half-drop repeats and mapped them to templates?
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.