Troubleshooting

In this section, we will address our most common frequently asked questions. If your issue isn’t covered in this post, it is likely answered here: https://wanhelp.groovehq.com/help_center

Most issues that we receive related to the apps are either due to taking too long to design your art, or using an outdated internet browser. You can resolve all issues of this sort by designing your art within five minutes of uploading, and also by using Google Chrome or Firefox from a desktop computer/laptop.

My picture does not upload correctly.

If you are experiencing difficulties uploading your picture, it could be one of a few reasons. Please ensure the following:

  • Your photo is between 400kb and 1.2mb in size.
  • Your image is cropped to a square before uploading.
  • You are using Google Chrome as a browser.
  • You are uploading your image from your computer.
  • You designed your image within five minutes before proceeding to checkout.

I get an error at checkout e.g. file could not be copied.

In this circumstance, we recommend clearing the cache, trying again from an incognito browser or using another machine.

I am prompted to pay using PayPal however I don’t have a PayPal account. Can I pay by card?

Unfortunately not. We currently only offer PayPal as the only payment method.

It used to be possible to pay without the creation of a PayPal account by using PayPal express, however, they have recently changed their policy, and now it is compulsory to make a PayPal account.

You will need to create a PayPal account. Once you have made one, you will be able to select which card you would like to pay with.

My code doesn’t work.

Please input the voucher code exactly as it appears on the voucher, ensuring that it is the redemption code that you are inserting and not the security code. For more information regarding this, please see: http://mezoo.co.uk/my-voucher-code-doesnt-work/

There is no ‘buy’ button.

This issue can occur if you are using an outdated browser. Please try again using Google Chrome or an alternative updated browser or machine

I can’t seem to use more than one voucher.

It is not possible to use more than one voucher per transaction. It is strictly one voucher per order. You will need to place two individual orders if you wish to redeem more than one voucher.

It says that my voucher has already been redeemed.

It is likely that you have already placed the order accidentally. Go to “my account” and you will find your pending order there with a link to pay.

I can’t register an account as the password box is missing.

Please create your account at the end of the order. So create your art, add to basket and checkout as normal.

Last updated: 10/05/2017.

Posted in: faq-help, General Help