Troubleshooting

1. 1

   Open the email from PrintPort3D

   Click the verification link inside it. If it is not in your inbox, check your spam and promotions folders, where it most often lands.
2. 2

   Return to the tab

   The verification screen checks your status every few seconds and again when you switch back to it, then advances automatically. You do not need to refresh or paste anything.
3. 3

   Resend if it does not arrive

   Use the Resend button on the verification screen. If nothing arrives after a couple of attempts, the address most likely contains a typo. Sign up again with the correct email.

Cause: connecting Shippo inside PrintPort3D is not the same as attaching your store inside Shippo. The platform and store URL you entered during onboarding are only a declaration; the live product never reads them, so they connect nothing on their own. Settings reads your storefronts live from Shippo, so if Shippo has none attached, PrintPort3D shows none.

Fix: open Shippo, add your store platform, and authorize it. In PrintPort3D, Settings → Connections reads it live and the storefront appears as a read-only row. There is no “add store” button in PrintPort3D by design; stores are managed only inside Shippo. For step-by-step instructions, see Connect Shippo and Link your store in Shippo.

Cause: almost always a SKU mismatch. The SKU is the only link between your store listing and a PrintPort3D product, and the characters must match. Case and surrounding spaces do not: PrintPort3D compares a canonical form, uppercasing both sides and trimming leading and trailing spaces, so dragon-01, DRAGON-01, and Dragon-01 all match a product whose SKU is DRAGON-01. What breaks the match is a genuinely different character: an underscore where you used a hyphen, an extra space inside the code, a typo, or an empty SKU. The order then arrives as No product match instead of flowing through. A connected store with no orders also shows a hint in Settings: “check your listing SKUs match your Catalog.”

Fix: set your store listing’s SKU to the same characters as the SKU shown on your PrintPort3D product. You do not need to copy the exact case. PrintPort3D displays and stores the SKU in uppercase, but a lowercase or mixed-case listing SKU still matches. Ensure the characters line up, with no underscore-for-hyphen swaps or stray spaces mid-code. For details on how the join works, see The SKU link and Publish to your store.

Cause: the SKU on the incoming order line did not match any product SKU because its characters differ. Matching ignores case and surrounding spaces; see the SKU section above.

Fix: open the order and tap Map product. Select the matching product, then confirm with Approve. This charges your card, starts production, and records the match, so future orders with that SKU flow through automatically. To prevent recurrence, also correct the SKU on your store listing so its characters match. Case and surrounding spaces do not matter.

Cause: your saved card was declined when PrintPort3D attempted to charge the make cost during fulfillment. The card is charged at label purchase: PrintPort3D authorizes, buys the shipping label, then captures. A decline stops the order there, with no charge made.

Fix: add or update a card in Settings → Billing, then open the order and tap Retry card.

Cause: Studio actions run on credits from your platform balance, and yours has run low. The message names the price and your balance, for example “this photo costs $X, your balance is $Y.” Typical costs: designing in chat is $0.50 per message ($1.50 for a multi-part assembly), generating a 3D mesh is $0.40 (image) or $0.50 (text), and AI product photos are $0.25–$0.50 each (the 5-shot pack is $1.50). Multi-angle renders are free, and any action that fails is refunded automatically. Accounts created on or after 2026-07-07 receive a one-time $10 welcome credit. The full table is in Studio credits.

Cause: AI product photos are staged around your design’s real geometry, so actual renders must exist first. They are never invented from nothing.

Fix: run Render all angles, which is free, then generate your photos. See Renders & product photos.

Cause: requests for weapons or trademarked items are declined. You receive a short explanation in the chat, your current design is left untouched, and the charge for that attempt is refunded.