Troubleshooting Proofed

Quick fixes for the issues merchants actually hit, roughly in order of frequency.

"PSD has no composite image" when uploading#

Photoshop only embeds the flattened composite Proofed needs if the file was saved with Maximize Compatibility.

Fix: In Photoshop, go to File > Save As, tick Maximize Compatibility, and re-upload. To make it permanent, set Preferences > File Handling > Maximize PSD and PSB File Compatibility to Always.

"This customer has no email address"#

Proofs and reminders are delivered by email, so an order placed via guest checkout without an email (or a phone-only order) has nowhere to send to.

Fix: Add an email to the customer on the Shopify order, then send again. You can also copy the portal link from the order and deliver it yourself over WhatsApp/SMS: approvals work the same way once the customer opens it.

Custom domain stuck on "Pending DNS"#

Three mistakes cause almost every stuck verification:

• The SPF value was merged into an existing record. Each record must be created as a new record: don't append Proofed's SPF value to an SPF record you already have.
• Cloudflare's proxy is on. Every record must be "DNS only" (grey cloud), not proxied. Proofed's per-record hint will tell you when this is the problem.
• Wrong name form. Some DNS hosts auto-append your domain (enter just send), others want the full name (send.yourstore.com). Proofed shows both forms under each record.

If a record shows "✓ Record found on public DNS", it's set up right: verification just needs another pass. DNS changes usually land within minutes but can take a few hours. Full walkthrough in Custom Domains.

"One quick step to activate" on custom domains#

This isn't an error on your side: custom domains need a one-time activation for your store. Email info@lubbelabs.co.za with the domain you'd like to use and we'll switch it on for you.

"Already points to an existing website" when connecting a link domain#

Proofed refuses a proof-link domain that already serves a live site: connecting it would take that site offline. Use an unused subdomain instead (the prefilled proofs. suggestion is safe).

"Please wait before sending another reminder"#

Reminders have a 5-minute cooldown per order to prevent accidental double-sends. The message tells you how long is left: wait it out and resend. See Reminders.

Customer artwork won't load in the cut editor#

If the source image came from a line-item attribute pointing at your storefront and your store is password-protected (common pre-launch), Shopify blocks the file behind the password gate.

Fix: Remove the storefront password, or upload the artwork file directly into the cut editor instead.

Upload rejected#

• Over 20 MB: the per-file limit is 20 MB. Export a flattened PNG/JPG or downsample the PDF; proofs are for on-screen review, so 150 to 300 DPI is plenty.
• Unsupported format: proof uploads accept PNG, JPG, WEBP, GIF, and PDF; the cut editor also accepts PSD. Export vector formats (AI, EPS, SVG) to PDF or PNG first. See Uploading Proofs.

"Free limit reached" when uploading#

The free tier covers one complete proof order. Starting a second order asks you to pick a plan, from $10/month with a 14-day trial. See Plans & Billing.

The order status looks wrong#

Remember the derivation rules: a single Revision Requested artwork holds the whole order in Revision Requested, and every artwork must be approved before the order shows Approved. Check each artwork's individual status on the order page: there's usually one still pending.

An order isn't appearing on the dashboard#

• Placed before you installed Proofed? Click Sync on the dashboard.
• Check your status and date filters: "last 7 days" hides older orders.
• It may be archived: toggle Show archived.

Still stuck?#

Email info@lubbelabs.com with your order number and a screenshot. We usually reply within one business day.