Frequently asked questions

I haven’t received an order confirmation. Did you receive my order?

You should receive an order confirmation email once your order has been successfully placed. This could take several minutes. If your order still does not appear to have been processed, please check your spam folder.

I have a coupon. How can I apply it?

You can enter your coupon code during the checkout process.

Which payment methods are available?

You can pay by invoice, iDeal, PayPal or Bancontact.

The green lights are blinking. What do I need to do?

Check to see if the Satin/Ink is properly installed. Check that the sensor is properly positioned. Check that the ink station is properly closed. Check that the ink holders are properly installed. Please refer to the Quick Start manual for photos. Examine the platen roller for cleanliness. If not, please use a dry cloth to clean. PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen) can also be used.

What do I do if the inside of the printer or the printhead is dirty?

Clean this with a dry cloth. You can also use the PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen).

Which temperature do I need to use for printing?

The optimal printing temperature for matt gold or black ink is 11 degrees. The ideal temperature for glossy inks is 13 degrees. It is possible that you will require a temperature one degree below or above the recommended temperature. This is dependent on the surrounding temperature.

Ink adheres to the satin ribbon. What do I need to do?

The cause is likely a printing temperature that is set too high. The ideal temperature for matte gold and black ink is 11 degrees. 13 degrees is the optimal temperature for glossy inks.

Is the ink still adhered to the satin ribbon? Reduce the printer’s temperature one degree at a time. Take notice! The printer needs to cool the printhead for a while.

The satin ribbon or ink is wound around the black rubber roll. What should I do?

The printer’s black rubber roller is known as the platen roller. This roller is constructed from rubber. Occasionally, after intensive use, ink fragments will adhere to the platen roller. Use a damp cloth or our PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen) to clean the rubber platen roller.

The ink ribbon has ripped. What should I do?

Get the Ink ribbons and tape it together with some (transparent) tape.

The ink holders do not roll / the ink breaks. What should I do?

Verify that the Ink is installed properly. Refer to the Quick Start for the correct method of Ink installation. If the ink holders still do not roll or if the ink still breaks, please send images of the interior of the printer and the printhead to support@piyribbons.com.

The printer does not eject the satin ribbon. What should I do?

Verify that the ink is properly inserted. Please watch the video instructions. You can find the video here, or you can use our Quick Start manual for proper installation.

What is the maximum length I can print in one go?

The maximum length the printer is capable of printing is 2.20 metres. Would you like to print a longer than 2.20-meter satin ribbon? Turn off the tablet’s cutting function.

The satin ribbon is not fully cut / does not go through the cutter. What do I need to do?

Please take photos the insides of the printer and cutter and email them to support@piyribbons.com. We are happy to help you!

Why is the print not centred? What am I to do?

Verify that the Satin ribbon is positioned in the centre of the printer. Ensure that the Satin is rotating on the media holder (not stuck). Verify that the Satin Support is the appropriate size. Verify that the Ink is centred in the Ink holder.

Modify the printing position in the printer’s configurations:

Press 123 and enter your password (eee by default);
Select ‘Printers’.
Proceed to the ‘Offset’ page. With the + and – buttons, you can move the text on the Satin. Use the numbers/temperatures in the top bar for a quick check. Use for matt gold or black Ink 11 degrees and for Glossy Inks 13 degrees. Correct until the text on the satin ribbon is perfectly centred;
Validate the correct temperature in ‘Temp’.

The printed satin ribbon is illegible. What now?

This is likely because the printer’s temperature is set too low. 11 degrees is the ideal temperature for matte gold and black ink. 13 degrees is the ideal temperature for glossy inks.

Is the ribbon of satin still illegible? Increase the temperature by one degree increments. This procedure must be repeated until the text is legible. Pay close heed! Increase the temperature gradually, or the ink will break.

Press 123 and fill in your password (by default ‘eee’);
Choose ‘Printers’;
You can change the temperature in ‘Temp’. Use the numbers/temperatures in the top bar to make quick tests.

Ensure that the ink station is closed and examine the sensor and its position. Utilise the Quick Start guide for proper installation.

What do I need to do when there is no text on the satin ribbon at all?

Check to see if the ink is installed correctly. The matt side of the matt gold and black ink should be facing outwards. The white side of the glossy inks should be facing outwards. Are you unsure whether you installed the Ink correctly? Use a sticker or your fingernail. Place the sticker on the inside of the ink and peel it off or scratch a small amount of the Ink away with your nail. Is there any ink on the sticker, or has it been scratched away? This indicates that the ink has been properly installed.

Still no text on the satin ribbon?

Check if the sensor is in the middle (the two triangles should be aligned);
Check if the platen roller is clean. If not: clean the platen roller with the PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen). Rotate the platen roller to clean everything;
Check if the Ink is installed the correct way;
Check if the Ink station is closed properly;

Refer to the Quick Start for the correct installation.

Cutter does not work. What should I do?

Follow the steps below:

Turn the printer off and on;
Press twice on the ‘scissor icon’ at the start screen;
Press ‘FEED’ on the Printer to get some Satin through the printer;

Press the ‘scissor icon’ again;

Cutter still does not work? Please take photos of the inside of the printer and the cutter and send them to: support@piyribbons.com. We are happy to help!

I get the notification / pop-up ‘Media is finished’. What should I do?

It’s possible you’ve run out of ink or satin ribbon. Insert a fresh Ink roll or Satin ribbon. Before you resume printing, print a test ribbon.

It’s also possible that the sensor has shifted out of place. The two triangles must be parallel. If this is not the case, please relocate them to their proper location.

I selected a template for printing, but I receive the message/pop-up: ‘Return to printer settings to match satin width with satin width in template’. How should I proceed?

This means the width that is chosen does not correspondent with the width chosen in the Printer settings. You can solve this by following these steps:

Press 123 and fill in your password (by default ‘eee’);
Choose ‘Printers’;
Adjust the Satin width in ‘Width’.

What is the easiest way to print a satin ribbon multiple times?

Press 123 on the start screen and enter your password (‘eee’ by default). Proceed to “Ribbon Design”. Print your chosen ribbon only once. In the top bar is the ‘Reprint’ function. Choose this option and select the desired quantity of printed ribbons. Click “Reprint” again.

Using a template, print your ribbon once by following the template’s instructions. Press 123 on the start screen and enter your password (‘eee’ by default). Choose the ‘Reprint’ function. Select the desired number of ribbons, then press the ‘Print’ button.

My satin ribbon is 5 centimeters longer than desired. What should I do?

This is the case when a printer is used in conjunction with a cutter. Remember that your Satin ribbons will be 2.5 cm longer on each side. To make your Satin ribbon shorter, use the satin scissors available for purchase on the website.

Can I print text in 2 or 3 lines?

Yes, this is possible with a satin ribbon that is at least 20 mm wide. Select 123 and enter your password (the default is eee). Pick “Ribbons Design”. Insert text into a Block. You will notice a red keyboard icon on the right side of the screen. Click the icon and then type your text on the first line. To move to the next line, press “enter.” You can align your text to the left or right, or centre it.

How can I change my templates?

Choose 123 and type in your password (by default ‘eee’). Choose ‘Main’ and ‘Edit Templates’. You can change your templates here.

I’d like to have a satin ribbon printed for a bottle neck. Is it possible to rotate the text?

Follow the steps below to rotate text:

Choose 123 and enter your password (‘eee’ by default);
Select “Main” and “Edit Templates”
Select the template you wish to modify or create a new one;
Select “Rotated text” under “Section 1/2/3”.

Press “Save” to save the modifications.

How do I turn on the WiFi on the tablet?

Follow these steps to turn on the WIFI:

Choose 123 and fill in your password (by default ‘eee’);

Choose ‘Info’ and ‘Close application’;
Fill in your password (by default ‘eee’). You are now in the settings of the tablet;
Turn on the WIFI in the top left corner.

How do I change the language on the tablet?

On the home screen, there is a flag icon in the upper-right corner. When you click this icon, a drop-down menu will display the available languages. Select the option you desire.

Follow the steps below to change the language on your Android device.

Choose 123 and fill in your password (by default ‘eee’);
Choose ‘Info’ and ‘Close application’;
Fill in your password (by default ‘eee’);

Choose in the left menu for ‘Language & input’ and press on ‘Language’. Choose the desired language;
Press on the ‘home’ button in the bar on the bottom of the screen to go back to the PIY-application;

What should I do if my tablet is not fully charged or does not turn on?

Verify that the charger is properly inserted. Unplug the charger and then reconnect it.

If I turn on the tablet or press the home button, I am not directed to the PIY RIBBONS app. What am I to do?

Go to the settings of the tablet. Choose 123 and fill in your password (by default ‘eee’). Choose ‘Info’ and ‘Close application’. Press in the left menu the button ‘Home’. Choose for PIY RIBBONS. If you turn on the tablet the next time or if you press the ‘Home’ button in the bar on the bottom of the screen, you will be directed to the application.

How do I get into the configuration menu?

Press 123 and fill in your password (by default ‘eee’).

I forgot the password of my tablet. What should I do now?

Send an email to support@piyribbons.com and we will give you a new password.

You can also contact us on the following phone number: +31 78 2055200.

How do I put files on my tablet?

Make sure to work with an empty and formatted (FAT32) USB-drive. Create folders for your files:

logos: put your logos for your Satins in this folder (only .jpg or .png extensions);
templateicons: put your photos for the templates in this folder (only .jpg or .png extensions);
background: put your photos for the backgrounds in this folder (only .jpg or .png extensions);
fonts: put your fonts for your Satins in this folder (only .ttf extensions);

Put the USB-drive in the tablet. A pop-up message appears on the screen. Press ‘cancel’ and follow the next steps.

Choose 123 and fill in your password (by default ‘eee’);
Choose ‘Load’ and press ‘Read data from USB’;
Follow the steps in the pop-up and press ‘OK’ when you are done;

How do I put fonts on my tablet?

All fonts need to have the .ttf extension. Create a folder with the name ‘fonts’ on the empty, formatted (FAT32) USB-drive and copy the fonts into this map. Put the USB-drive in the tablet. A pop-up message appears on the screen. Press ‘cancel’ and follow the next steps.

Choose 123 and fill in your password (by debault ‘eee’);
Choose ‘Load’ and press ‘Read data from USB’;
Follow the steps in the pop-up and press ‘OK’ when you are done.

My files are not read on the tablet, what now?

Check if your file meets these requirements:

Is the file saved as a .jpg- or .png extension (image) or .ttf extension (fonts)?;
Is your file not bigger than 1MB?;
Does your file have the correct dimensions?

Logo: 500 x 1000;
Template: 600 x 400
Background: 1280 x 800

Is your file places in the right folder?;

Logo in ‘logos’;

Template in ‘templateicons’;
Background in ‘backgrounds’;

How do I format the USB-drive to FAT32?

Put the USB-drive in the computer and follow the next steps:

Go to ‘Settings’;

Press with the right button on the house on the folder called ‘USB’;
Choose ‘formatting’;
Press ‘filesystem’;
Choose for FAT32;

How can I update the software?

You will get the latest update attached in an email. Pay attention! Do not change the file or the file name. follow the next steps to update your tablet:

Make sure to use an empty, formatted (FAT32) USB-drive;
Copy the software onto the USB-drive;
Put the USB-drive into the tablet;
A pop-up message appears on the screen. Press ‘cancel’;

Press 123 and fill in your password (by default ‘eee’);
Go to ‘Load’ and press ‘Update via USB’;
A pop-up message appears on the screen. Press ‘Install’;
The software is updated;
Press ‘Back’ twice to go to the start screen.

How can I change the keyboard to azerty?

Choose 123 and fill in your password (by default ‘eee’). Choose ‘Info’ and ‘Close application’. Fill in your password. You are now in the settings of the tablet. Select ‘Language & input’ and choose ‘Language’. Choose ‘French’. Your keyboard is set to azerty now.

How can I put a diaeresis on for example the ‘e’?

Choose the ‘e’ and hold the key on the tablet for a few seconds. A menu will be shown and you can choose the desired vowel.

What should I do if the application cannot find a configured printer?

Verify that the printer and the tablet are properly connected. Remove the USB cable and reconnect it. Still no configuration? Follow the steps below:

Press 123 and fill in your password (by default eee);
Choose ‘Printers’;
Check if ‘available’ is checked

Use a different USB port from the HUB or order a replacement if none of the USB ports are functional.

What should I do if the application does not have access to the printer or does not have ‘Super User Access’?

Start the tablet again and give the tablet an order to print a Satin. The tablet needs ‘Super User Access’. Check permanent (not temporary or only once).

How do I turn on the tablet?

Firstly, turn on the tablet than the printer(s).

The ON/OFF button for the 10-inch tablet is on the left side of the printer. Hold the button for 10/12 seconds.

The ON/OFF button for the 12-inch tablet is on the backside of the printer. Press the button with ‘OK’. Make sure the tablet is connected to the power grid.

Which ink is appropriate for which ribbon width?

We have the right ink for every ribbon width:

Use our 30 mm x 55m for 10-, 16-, and 20-mm Satin;
Use 50 mm x 30 m for 40 mm Satin;
Use our 80 mm x 30 metres for 70 mm Satin;
Use our 110 mm x 30 m for 100 mm Satin.

There is no issue with making use of larger ink sizes for smaller satins.

Can I purchase ink or satin elsewhere?

You can purchase alternative ink and satin to use in your PIY RIBBONS printer. However, we cannot offer you a complete warranty. Send us samples so we can conduct tests and possibly approve the satin.

Am I required to use PIY RIBBONS ink and satins?

You are not required to use our inks or satin ribbons. However, the warranty will lapse if you do not use our ink/satin. Our ink and satin have been thoroughly tested and are 100% compatible with our PIY RIBBONS printers and special PIY RIBBONS cutting device.

What is the general delivery time?

If all of our products are in stock, your order will be delivered within:

1-2 days for the BENELUX;
2-3 days for other European countries;
3-5 days outside of Europe;

Where can I find the terms and conditions?

You can view our terms and conditions here.

Is it possible to get a warranty on my purchase?

The PIY RIBBONS-printer and tablet come with a one-year full (100%) warranty. Remember that the warranty only applies when you print with PIY RIBBONS satins and ink.

The cutter comes with a three-month warranty. The cutter is only designed to cut satin ribbons with a maximum width of 40 mm. When the cutter is used to cut wider satins, the warranty expires. Larger satins must be cut with satin scissors. The satin scissors can also be purchased here.

Can I return my order?

Yes. Send an email to support@piyribbons.com and we will assist you in returning the goods. Returns without an RMA form will be refused; you can download the RMA form here.