Design portal troubleshooting — mockup, approval, and artwork issues

The V1CE design portal is where you upload artwork and approve your card mockup before printing. Here are the most common issues and how to fix them.

I have not received my mockup email

1. Check your spam and promotions folders for an email titled "Your V1CE mockup is ready."
2. If you signed up with Sign in with Apple or an Apple Hide My Email address, the email may have gone to a relay address. Check any other inbox connected to your Apple ID.
3. If you still cannot find it, contact support with your order number. The team can resend the mockup link directly.

My order has not moved to production

The number one reason an order stalls is an unapproved mockup. Production does not start until you click Approve in the design portal. Even if the mockup looks correct, it must be explicitly approved.

To approve: open the email titled "Your V1CE mockup is ready" and click the Approve button. If you have already approved, send your order number to the team and they will check the status.

I want to change my design after approving

Contact the team as soon as possible with your order number. Changes can only be made before the order enters production. Once in production, changes are not possible for that order.

My uploaded logo looks pixelated on the mockup

Upload your logo as a vector file (SVG or AI) for best results. PNG files at 300 DPI or higher also work well. JPEG files and low-resolution images may appear pixelated when printed. If you do not have a vector file, the design team can sometimes assist — contact support with your order number.

I cannot access the design portal link

The design portal link in your email expires after a set period. If the link has expired, contact support with your order number and they will send a fresh link.

My mockup does not match what I expected

Reply to the mockup email or contact support with your order number and a description of what needs to change. Do not approve a mockup you are unhappy with — changes after approval are not guaranteed.