Help for your next step
Let’s keep the work moving.
For help with Upproof, include your shop’s myshopify.com domain, what you were trying to do, and the error text. Never include passwords, app credentials, private customer links, or customer artwork in your first message.
Email upproofsupport@gmail.com.
For an order, delivery, refund, or a change to your design, contact the store where you placed the order.
Set up the upload block
Open Upproof in Shopify admin and choose Setup. Add the app’s upload block to the product template used by your personalized products, save the theme, and test a complete order using the standard product → cart → checkout path. Other themes, cart drawers, quick-add, and accelerated purchase paths need their own checks.
A job says “Source needed”
The order arrived without an accepted design. Open the job and create a customer design-upload link. Select Email the link to the customer to send it from Upproof, or copy the link when it appears and share it yourself. Check the result to confirm whether the email was sent; if sending fails, use the displayed link. A file uploaded without an order does not create a job.
Share a proof or replace a lost link
Prepare one to three proof options. Select Email the link to the customer when publishing to send the approval link from Upproof, or copy the link shown in the result and share it through your own channel. Check the result to confirm whether the email was sent; if email is unavailable or fails, copy and share the displayed link. Links are shown once. If the proof link is lost, publish a new version; the earlier version’s link stops working. Simply opening a link never approves a proof.
An upload is rejected or held
Use PNG, JPEG, or PDF, up to 20 MiB per file. One upload set can contain up to 5 files and 50 MiB in total. Separate store storage limits apply. If a stored file is held after an integrity mismatch, request a fresh upload. Do not work around the check by using an unverified copy.
An approved job cannot start production
Approval applies to a particular version. Re-check the order and review the reported difference. Changed order details or files can require a fresh proof and approval. A printable production card requires a PNG or JPEG proof image. Payment and fulfillment remain the merchant’s separate checks.
Plans and monthly allowance
A credit is used only when the first proof for an order line is successfully published. Revisions are included. The allowance resets on the first day of each UTC calendar month. Open Plans inside the app to see your store’s allowance and billing availability. Available plans and any trial are shown in Shopify before you subscribe.