Troubleshooting



The site won't let me send my mailing. What's the problem?

There are a few reasons that you may be having difficulty sending your mailing.

Not enough Stamps, or, You added an extra customization and do not have enough Custom Coins:

Paperless Post - Not enough Stamps or Coins

If you see the above warning on the Delivery page of your mailing, simply click on the black "Buy Now" button to the right. After completing the necessary transaction, you will be presented with the option to come directly back to the Delivery page and click Send.

If you do not want to purchase additional Stamps, you'll need to remove contacts from your Guest/Recipient List. If you do not want any of the extra customizations (Liner, Photo, Second Side, or a Logo), you'll have to go back to the Design page of your invitation or card and remove that extra customization from the design.


There are too many people on your Guest/Recipient List:

Paperless Post - Too many guests or recipients

If your Guest/Recipient List has over 1,000 email addresses on it, you will see a warning message. Click the "Select All" button above the Guest/Recipient List and click Delete. You cannot send to more than 1,000 email addresses at a time, so larger lists should be split up into .CSV files containing no more that 1,000 contacts per file. Once you've separated your contacts into separate files, upload and send them one at a time. After sending the first list, navigate back to the Delivery page and send the next list. Repeat until all of your lists have been successfully sent to.


The required fields have not been filled in on the Details page:

Check that all the fields on the Details page that are marked with a red asterisk (*) are filled in. If you make any changes or add information, remember to click the "Done" button at the top or bottom of the Details page in order to save and move back to the Delivery page.

I accidentally sent to the wrong email address. How do I fix this?

If you accidentally sent an invitation or card to the wrong email address for a contact, you can correct the mistake by following these steps (note: you must use another Stamp to send it to the correct address, and you may also be charged additional Custom Coins):

  1. Go to the "Delivery" page of your event or mailing.
  2. Use the "Add Individual Email" option to re-enter your recipient with the correct contact information, and click the Add to Guest/Recipient List button.
  3. Repeat this for any other incorrectly entered email addresses until you have all of the correct emails on your guest/recipient list. Click the Send to All New Guests/Recipients button.
  4. You may now delete any incorrect contacts from the Tracking page of your event or mailing. Click on the checkbox(es) next to the contact(s) you'd like to delete and click the Delete button at the top of the list.

NOTE: Once a contact has been deleted from the Tracking page, he or she cannot be re-added to the Tracking page with the same email address. The steps above are to be executed for incorrect email addresses only, NOT incorrect spellings of names. You can correct the spelling of names on the Tracking page of the event or mailing by clicking on the contact you'd like to edit.

Many people did not receive my Paperless Post mailing.

Unfortunately, it is impossible to guarantee that every single email you send through Paperless Post, or any other web application, will evade the spam filters of every single recipient. Paperless Post operates a very sophisticated mailing system to ensure that your inbox hit rate is as close to 100% as possible. However there are sometimes exceptions, particularly at smaller email clients (such as corporate or company accounts). If one or more of your recipients has not RSVP'd, viewed, or opened his or her invitation or card (i.e., if his or her status is "Unopened"), then it is conceivable that it has been blocked by spam filtering software.

To follow up with these particular recipients, mouse over the contact that you suspect received the invitation or card in spam on Tracking. Clicking his or her name will display information including a personal invitation URL ("Link to Card"). Send this contact the Link to Card in an email from your personal email account to ensure delivery.

Alternatively, you could wait about 72 hours after the initial sending of the invitation for the Automatic Resend to go out; most "Unopened" recipients will receive the invitation or card in their inboxes rather than spam folders when it is sent the second time through an alternate method we use. If the Automatic Resend was turned off and you have passed the 72-hour mark, the Automatic Resend will not go out if you turn it back on (you should refer to the option below).

If more action needs to be taken to ensure delivery, use the "Follow-up with Unopened from Your Email" option under the "Follow-up Settings & Tools" on the Tracking page.

My text is cut off. Why can I only see 3/4 of the writing on my card?

Paperless Post - Text cut off

Click to enlarge.

The reason that the right side of the text is cut off in the design tool is that the computer you are using either has a corrupt or outdated version of Adobe Flash Player.

If you view your invitation or card from the Preview page and the text is cut off, your recipients will see it with the text cut off as well. Your recipients will always see exactly what is in the Preview.

Please go here to update your Flash. You will need to restart your browser after the installation.

The site won't let me design anything.

If you click on a paper category under the Create menu in the top navigation bar or on a category thumbnail in the "Start Here" box on the homepage, and nothing appears below the red horizontal bar across the screen, it is likely that you do not have the latest version of Adobe Flash Player installed on your computer.

To download or upgrade your Flash Player, click here.

It says my invitation or card is saving, but it's taking forever. Why is this happening and what do I do to fix it?

You can save your invitation or card design by clicking the "Save and Next" button on the top right of the page in the "Style" section of the design tool. If this process is taking more than 30 seconds and you are operating in a spotty Internet zone, please be patient. If the invitation or card continues not to load, click the "Save and Next" button again.

I get Error #2032 when I try to save. How do I fix this?

Paperless Post - #2032 Error

This error is one that happens very rarely, but there are the three possibilities for why it might occur:

  1. If you are working with a spotty internet connection that could have gone out during the saving process
  2. If you are using characters with accents or other special characters in the Host name field
  3. If you are at work and your office has corporate firewalls that blocks the communication of your computer with our site

If using a different computer or checking your internet connection does not solve the problem, please take a screenshot of your invitation/card (see directions below) and email it to us at help@paperlesspost.com so that we can get it saved in your account.

To take a screenshot using a Mac:

  1. Make sure the invitation/card is visible on your computer screen (without the error message in front of it).
  2. On your keyboard, press Command (Apple) + Shift + 3. It will look like nothing happened - this is normal.
  3. An image file will have appeared on your Desktop. It is a picture of your screen. Make sure that it has your invitation/card visible, and attach that file to an email to us.

To take a screenshot on a PC:

  1. Make sure the invitation/card is visible on your computer screen (without the error message in front of it).
  2. On your keyboard, press the Print Screen (Prnt Scrn) button. It will look like nothing happened - this is normal.
  3. Open up Microsoft Paint or Microsoft Word.
  4. Select the Edit menu and click "Paste." The picture of your screen will be pasted into the Word or Paint document.
  5. Save this document, and attach that file to an email to us.

Why can't I send my Note Card to over 10 recipients?

The Note Cards section of the site is primarily meant for small, personalized correspondence, not larger mailings. If you want to send the same card to another 10 people, you'll have to make it again from scratch.

To send a note to a recipient list of over 10 people, you can use the "Thank You Announcements" category under Note Cards, or you can use our Invitation papers to design and send your note. Detailed instructions to do so are here, at the bottom of the page.

My event is canceled. What do I do?

To cancel an event, you should take the following steps:

  1. Go to the Design page for the event and edit the text on the invitation to say something like "This event, which was set to take place on [Day, Date, Year], has been cancelled due to [insert reason]."
  2. On your Tracking page under "Follow-up Settings & Tools" choose "Write a message to Guests" and compose a note to all your guests alerting them of the cancellation.
  3. Also on your Tracking page under "Follow-up Settings & Tools," turn off the "Automatic Reminder" and the "Automatic Resend to Unopened."
  4. Go to the Details page for that event and change the event from "This is: An Invitation Requesting RSVPs" to "This is: An Announcement." This will turn off the ability for guests to RSVP for the canceled event.

I'm trying to upload a photo, but it still says "You have not added any photos yet."

After browsing for a photo on your computer and uploading it to the site, you may have to reload or refresh Paperless Post in your browser in order for your account to update with the newly added photo(s). Just click the Reload/Refresh button in your browser's toolbar.

I'm trying to fit my photo on a card, but it is getting cut off on one side.

The horizontally- and vertically-oriented Photo Invitations can fit photos that are roughly 5x7 in proportion. The square Photo Invitations and Photo Save the Dates are exact squares. You should crop and/or resize your photo in a photo editor on your computer, and then re-upload it to the card. These are the exact dimensions of the photo "windows" in pixels:

  1. Full Page Vertical Photo Cards (two-sided): 465 x 636
  2. Full Page Horizontal Photo Cards (two-sided): 600 x 441
  3. Bordered Vertical Photo Cards (two-sided): most are 340 x 500, and a few are 281 x 410
  4. Regular One-sided Photo Cards (with horizontal "window"): 344 x 273
  5. All square cards (one-sided and two-sided cards) are perfect squares, so as long as the photo is at least 600 x 600 pixels, the software will automatically scale it to fit.

If you need help with your photo, please feel free to email the photo to us at help@paperlesspost.com. Be sure to include the name of the paper you are trying to upload the photo to.

The envelope and liner that I paid for are not showing up in the Preview.

If you are using an old or outdated browser (such as AOL, Netscape, or Internet Explorer 6) to view and use Paperless Post, you will not get the full experience of the site, including being able to view the animation of the invitation or card coming out of the envelope.

Most people use current browsers that are capable of displaying our graphics, so if you have an envelope liner selected in the Design tool of your invitation or card and have paid for the Coins to send it, rest assured that almost all of your recipients will be able to see it, even if you can't.

We recommend using the latest versions of Safari, Firefox, or Internet Explorer to not only access all the features Paperless Post has to offer, but to also have a better experience browsing the web in general. You may download a new browser or upgrade your browser using the links below:

  1. Safari (for Mac)
  2. Firefox (for Mac or PC)
  3. Internet Explorer (for PC)

The Follow-up Tools disappear when I click on them / Nothing happens when I click on a Follow-up Tool.

The reason the Follow-up options are disappearing (or that nothing happens when you click) is that you are using an old internet browser that is not compatible with our site. You can update your browser, or download a new one, using either of the links below:

  1. Firefox 3.6
  2. Internet Explorer 8

Is it possible that my invitations (or cards) ended up in Spam folders?

Unfortunately, it is impossible to guarantee that every single email you send through Paperless Post, or any other web application, will evade the spam filters of every single recipient. Paperless Post operates a very sophisticated mailing system to ensure that your inbox hit rate is as close to 100% as possible. However there are sometimes exceptions, particularly at smaller email clients (such as corporate or company accounts).

If one or more of your guests has not RSVP'd, viewed, or opened his or her invitation or card (i.e., if his or her status is "Not Viewed" and the email has not been tagged as "Undeliverable" due to erroneous contact information, over-quota mailboxes, etc.), then it is conceivable that it is in his or her spam folder. To follow up with these particular recipients, mouse over the contact that you suspect received the invitation or card in spam on Tracking. Clicking his or her name will display information including a personal invitation URL ("Link to Card"). Send this contact the Link to Card in an email from your personal email account to ensure delivery.

How do I cancel an event?

To cancel an event, you should take the following steps:

  1. Go to the Design page for the event and edit the text on the invitation to say something like "This event, which was set to take place on [Day, Date, Year], has been cancelled due to [insert reason]."
  2. On your Tracking page under "Follow-up Settings & Tools" choose "Write a message to Guests" and compose a note to all your guests alerting them of the cancellation.
  3. Also on your Tracking page under "Follow-up Settings & Tools," turn off the "Automatic Reminder" and the "Automatic Resend to Unopened."
  4. Go to the Details page for that event and change the event from "This is: An Invitation Requesting RSVPs" to "This is: An Announcement." This will turn off the ability for guests to RSVP for the canceled event.

I'm confused about why I'm being charged Coins for my mailing.

If you’re confused about why you’re being charged Coins, please email us at help@paperlesspost.com with the following information, and we'll look into it:

  1. The email address on your account
  2. The name of the mailing you’re having difficulty with

Why can't I resend my Invitation or Card to my entire list?

An invitation or card can only be sent to a recipient through the website once in order to avoid recipients receiving multiple versions of the same mailing accidentally, and this way, you will only use one Stamp per recipient. If you need to reach your recipients after you have sent your initial mailing, you can do so on the Tracking page of the event using the Follow-up Tools. Here you will find multiple methods of corresponding with your recipients after the initial mailing has been sent.

To resend to your recipients individually, you can follow the directions here.

I forgot my password!

Place your mouse over the "Account" menu in the top navigation bar on any page and select "Change Password." In the "Change Password" section, enter and confirm your new password. You must know the old password to access the account in order to do this. For assistance, email help@paperlesspost.com.

What does "Bounced" or "Unsubscribed" mean on Tracking, and what should I do about it?

Bounced:

"Bounced" next to a contact on your Tracking page means that an invalid email address was entered. To "resend" to the person's correct email address, you must go back to the Delivery page of the event, add the correct address to the Guest/Recipient List as if it were an entirely new contact, and click "Send to All New Guests/Recipients." You can then delete the incorrect email from your Tracking page and from your Paperless Post Address Book.

Unsubscribed:

"Unsubscribed" next to a contact on your Tracking page means that the recipient of your invitation or card has either unsubscribed from all Paperless Post mailings or has reported your email as spam. Double-check that you have the correct email address for this person. If it is incorrect, or you have an alternate address, re-enter the new email on the Delivery page as an entirely new contact and click "Send to All New Guests/Recipients." What you can do if this address is correct and this is someone you know is send the link to his/her invitation or card through your personal email and not through the Paperless Post site. To do this, go to the Tracking page of your event or card, click on the name/email of this contact, and copy & paste the URL in "Link to Card" into an email to him/her.

Deleting a person from your guest/recipient list after the invitation or card has been sent

You cannot delete or retract an invitation or card after it has been sent. However, a guest or recipient can be removed from the guest/recipient list on the Tracking page in order to keep a proper and updated list:

  1. Go to the Tracking page of the event or mailing.
  2. Click the checkbox next to the contact you would like to remove.
  3. Click the Delete button at the top of the list to remove this person.

Note: The contact will still have an active link via the original email sent to him or her. However he or she will not appear on the guest/recipient list on the Tracking page, will not affect the final count, and will not receive future correspondence related to the event (such as reminders, messages, etc.).

The delivery page says I can only mail to 1,000 contacts at once, but I have over 1,000 contacts. What do I do?

You should upload your recipient list using the "Add from spreadsheet" option on the Delivery page. Each spreadsheet (or .CSV file) should have no more that 1,000 contacts in it. Once you've separated your contacts into separate files of no more than 1,000 per file, do the following:

  1. Navigate to the Delivery page of your mailing (from the Drafts folder of your Post Box, use the menu to the right of your mailing you wish to send out to choose "Go to Delivery." If this option isn't available, you must finish filling out the required information on the Details page - click "Edit the Details").
  2. On the left side of the page, click "Add from spreadsheet."
  3. Click the "Choose File" button, navigate to where you saved your .CSV file, and click "Upload Spreadsheet." This will port the contents of the entire spreadsheet to your Guest or Recipient List unless you are notified otherwise.
  4. Click the "Send to All Guests/Recipients" button above the list.
  5. After the first batch has been successfully sent, navigate back to the Delivery page and repeat steps 2-4 until you have uploaded and sent to all of your contacts.

Some of my emails bounced. Why do I have to spend more Stamps to resend to the correct addresses?

You will not be credited a Stamp for an incorrect email address, and there are a couple reasons for this. The more bounced emails that are sent out, the more possible it is for Paperless Post emails to become filtered into spam folders instead of reaching recipients' inboxes. Spam is not a problem for us now, so we do not want it to become so in the future. By crediting Stamps back, users do not have the same incentive to double-check the email addresses before sending. Additionally, the way Paperless Post handles Stamps is sort of like the real Post Office: if you mail your letter to the wrong address, the letter will be returned to you and the Post Office will not give you a new stamp to send it again.