Frequently Asked Questions

General / Important

Is it possible to firstly request a quote?

You can request a quote by filling out our contact form. Go to ‘Customer service’ and click on ‘Request quote’ or go to ‘Contact’ and send us a message. Our sales department strives to send you a quote within 24 hours on a working day.

What is the general delivery time?

If all our products are in stock, you can expect your delivery within:

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

Can I collect my order?

Yes, you can collect your order at our address. After placing an order, you will get an e-mail with a verification and a date when your order is ready to be collected.

How does it work with payments?

Your first purchase will be done with a proforma payment. After the first payment next payment options can be discussed.

Can I purchase orders with an account?

We from PIY RIBBONS work with a prepayment. It’s possible to get a debtor number and with this number it’s possible to purchase with an account. Notify us in advance if you want to purchase with an account. Together we can look into the options.

Where can I find the PIY RIBBONS Terms and Conditions?

Click here for the Terms and Conditions.

Can I get a warranty on my purchase?

There is a one-year full (100%) warranty on the PIY RIBBONS-printer and tablet. Keep in mind the warranty is only valid when you print with PIY RIBBONS Satins and Ink.

The warranty for the cutter is three months. The cutter is only suitable for cutting satins with the maximum width of 40 mm. The warranty falls due when the cutter is used to cut wider satins. Wider satins need to be cut with satin scissors. It is also possible to purchase the satin scissors from PIY RIBBONS.

Can I return my order?

Send an email to: info@piyribbons.com and we can help you with the return of the goods. We will send you an RMA form (a return form). Returns without an RMA form cannot be accepted.

My question is not listed, what now?

You might find an answer in one of our PIY RIBBONS manuals. If still not answered, you can send an email to: support@piyribbons.com. We are happy to help you!

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

Ink / Satin

Am I obligated to use PIY RIBBONS Ink and Satins?

You are not obligated to use our Inks and Satins. However, the warranty will fall due when you are not using our Ink/Satin. Our Ink and Satin is tested thoroughly and is 100% appropriate for our PIY RIBBONS-printers and our special PIY RIBBONS-cutting device.

Can I purchase ink or satin elsewhere?

You can buy other Ink and Satin elsewhere and use it in your PIY RIBBONS-printer. However, we cannot guarantee you a full warranty. You can send us samples so we can perform tests and maybe approve of the satin.

Which Ink should be used with which satin?

We have the right Ink for every Satin:

  • For 10-, 16- and 20-mm Satin use our 30 mm x 55m;
  • For 40-mm Satin use our 50 mm x 30 m;
  • For 70-mm Satin use our 80 mm x 30 m;
  • For 100-mm Satin use our 110 mm x 30 m;

It is not a problem to use bigger Ink for smaller Satins.

My question is not listed, what now?

You might find an answer in one of our PIY RIBBONS manuals. If still not answered, you can send an email to: support@piyribbons.com. We are happy to help you!

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

Tablet

My tablet is not fully charged or does not turn on, what now?

Check if the charger is correctly inserted. Disconnect the charger and plug it in again.

Is the charger broken/damaged? You can order a new charger by sending us an email on  info@piyribbons.com.

How do I change the language on the tablet?

On the home screen you will find an icon (flag) in the top right corner. Press this icon and a dropdown menu will show you different languages. Choose the one you desire.

For changing the language in the Android system please follow the next steps:

  • 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;

The Satin and/or Ink rolls around black rubber roller

The black roller in the printer is called the Platen Roller. This Roller is made of rubber and sometimes after intensive use, small ink particles stick to this roll. Please clean this rybbe Platen roller with a slightly damped cloth.

Please always make sure the Satin and Ink ribbons are well placed on the holder plus that the holders are installed correctly in the printer.

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.

I am not directed to the PIY RIBBONS application if I turn on the tablet / if I press on the home button, I am not directed to the PIY RIBBONS application. What should I 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 PIY RIBBONS application.

How do I get into the configuration menu?

Choose 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 info@piyribbons.com and we will give you a new password.

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

How to 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;

For further information, please go to our How to install fonts or How to install logos / images.

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 default ‘eee’);
  • Choose ‘Load’ and press ‘Read data from USB’;
  • Follow the steps in the pop-up and press ‘OK’ when you are done;

For further information, please go to our How to install fonts.

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.

The application cannot find a configurated printer, what do I need to do?

Check if the connection between the printer and the tablet is correct. Remove the USB-cable and plug it in again. Still no configuration? Follow the next steps:

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

Only for the tablet with HUB: current USB port is worn out, use another USB port from the HUB or order a new one if none of the USB ports are working.

The application has no access to the printer / does not get ‘Super User Access’, what now?

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.

My question is not listed, what now?

You might find an answer in one of our PIY RIBBONS manuals. If still not answered, you can send an email to: support@piyribbons.com. We are happy to help you!

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

Printer / Printing

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

Check if the Satin/Ink is installed the right way. Check if the sensor is in the right position. Check if the ink station is closed correctly. Check if the ink holders are installed the correct way. For photos please use the Quick Start. Check if the platen roller is clean. If not, please clean with a dry cloth. You can also use the PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen). 

What do I need to do when the printing head / inside of the printer 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?

For the matt gold or black ink, the ideal temperature for printing is 11 degrees. For glossy inks, the ideal temperature is 13 degrees. It is possible that you might need one degree lower or higher than the recommended temperature. This depends on the ambient temperature where the printer is standing.

The ink sticks to the Satin, what now?

The reason is probably a temperature for printing that is set too high. For matt gold and black Ink, the ideal temperature is 11 degrees. For glossy Inks, the ideal temperature is 13 degrees.

The ink still sticks to the Satin? Lower the temperature of the printer one degree at a time. Pay attention! The printer needs some times to cool the printhead.

Follow the next steps to lower the temperature:

  • Press 123 and fill in your password (by default ‘eee’);
  • Choose ‘Printers’;
  • In the top right corner, you will find a few different boxes with numbers/temperatures in them. Choose one of the temperatures you want to print with. Repeat this until you found the perfect temperature for printing;
  • Fill in ‘Temp’ the desired temperature in;

The Satin/Ink is rolled around the black rubber roll. What do I need to do?

The black rubber roll in the printer is called a platen roller. This roller is made out of rubber. After intensive usage, little Ink partials will stick to the platen roller. Clean the rubber platen roller with a damp cloth or our PIY RIBBONS maintenance products (Cleaning Tissues/Cleaning Swab/Cleaning Pen). 

The Ink ribbon has ripped. What now?

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

The Ink holders do not turn or the Ink breaks. What should I do?

Check if the Ink is installed the right way. Go to the Quick Start for the correct way of installing the Ink. Ink holders still do not roll/Ink still breaks? Please take photos of the inside of the printer and printhead and send them to: support@piyribbons.com. We are more than happy to help you!

The Satin ribbon does not come out of the printer? What now?

Check if the Ink is inserted in the right way. Please watch instruction video 2. You can find the video here or use our Quick Start for the correct installation.

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

The maximum length that the Printer can print is 2.20 meters long.

Would you like to print a Satin ribbon longer than 2.20 meters? Turn off the cutting function in the tablet.

  • Press 123 and fill in your password (by default ‘eee’);
  • Choose ‘Printers’;
  • Uncheck the box with ‘Cut’;

You can print longer Satin ribbons from the start screen or from Ribbon Design in the configuration menu. You will do this by using the ‘Reprint’ function for Satins from the templates or by using ‘Reprint’ in Ribbon Design. You can choose the amount of repetitions.

Make sure to print the Satin ribbon one time before using the ‘Reprint’ option. This is for both options required.

Satin ribbon with a logo:

Go to ‘Ribbon Design’ and press the ‘plus’ icon. Choose ‘Image’ and choose the desired logo. Check the box with ‘Repetitions’ and fill in the amount of repetitions of your logo you desire.

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

Please take photos of the inside of the printer and the cutter. Send them to: support@piyribbons.com. We are more than happy to help you!

The printed Satin is not centered? What should I do?

Check if the Satin ribbon is centered in the printer. Make sure the Satin is spinning on the media holder (not stuck). Check if the Satin Support is the right size. Check if the Ink is in the middle of the Ink holder.

Change the printing position in the printer settings:

  • Press 123 and fill in your password (by default ‘eee’);
  • Choose ‘Printers’;
  • Go to ‘Offset’. With the + or – you are allowed to move the text on the Satin. Use for a quick check the numbers/temperatures in the top bar. Use for matt gold or black Ink 11 degrees and for Glossy Inks 13 degrees. Correct until the text is perfectly centered on the Satin ribbon;
  • Confirm the right temperature in ‘Temp’;

The printed Satin ribbon is unreadable. What now?

This is most likely because the temperature of the printer is set too low. For matt gold and black Ink is the ideal temperature 11 degrees. For glossy Inks is the ideal temperature 13 degrees.

Is the Satin ribbon still unreadable? Move the temperature up one degree at a time? Repeat this process until the text is readable. Pay attention! Go up one degree at a time, 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.

Make sure the Ink station is closed and check the sensor and its position. Use the Quick Start for the correct installation.

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

Check if the Ink is installed the correct way. With the matt gold and black Ink: the matt side of the Ink should be facing outwards. For the glossy Inks: the white side should be facing outwards. Not sure if you installed the Ink correctly? Use your fingernail or a sticker. Place the sticker on the inside of the Ink and take the sticker off or scratch with your nail a little bit of the Ink away. Is there some Ink on the sticker or is the Ink scratched away? This indicates that the Ink is installed correctly.

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;

Go 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 is possible that your Ink and/or Satin is finished. Place a new Ink roll or Satin ribbon. Watch instruction video 2 and 3 or use the Quick Start for further assistance. Print a test ribbon before you resume printing.

It is also possible that the sensor has moved out of its position. The two triangles should be aligned. If this is not the case, please move them into the right position.

I choose a template for printing but I get the notification/pop-up: ‘Go back to printer settings to match satin width with satin width in template’. What should I do?

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 multiple times?

Go to start screen and press 123 and fill in your password (by default ‘eee’). Go to ‘Ribbon Design’. Print your desired ribbon one time. In the top bar is a function called ‘Reprint’. Choose this option and select the amount of ribbons you want to be printed. Press ‘Print’ again.

From a template: print your ribbon one time following the steps in the template. Go to start screen and press 123 and fill in your password (by default ‘eee’). Choose the function ‘Reprint’. Select the desired amount of ribbons and press ‘Print’.

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

This is the case with a Printer in combination with a cutter. Keep in mind that your Satin ribbons will be 2.5 centimeters longer on each side. You can use our PIY RIBBONS Satin Scissors to shorten your Satin ribbon.

Can I print text in 2 or 3 lines?

Yes, this is possible with a Satin with a width of 20 mm or more. Choose 123 and fill in your password (by default ‘eee’). Choose ‘Ribbons Design’. Add a ‘Block’ with text. On the right side of the screen you will see a little red keyboard icon. Press on the icon and type your text on the first line. Press ‘enter’ to go to the next line.

You can center your text or align it to the left or the right.

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 would like to print a Satin ribbon for a bottle neck. Can I rotate the text?

Follow the next steps to rotate the text:

  • Choose 123 and fill in your password (by default ‘eee’);
  • Choose ‘Main’ and ‘Edit Templates’;
  • Choose a template that you want to edit or create a new one;
  • Choose in ‘Section 1/2/3’ for ‘Rotated text’;
  • Press ‘Save’ to save the amendments;

My question is not listed, what now?

You might find an answer in one of our PIY RIBBONS manuals. If still not answered, you can send an email to: support@piyribbons.com. We are happy to help you! You can also contact us on the following phone number:  +31 78 2055200.