Trouble at checkout with your email?
Problem: You are not sure whether you have a Lite account, or checkout does not recognize you.
Fix it:
There is no account to create and no password. Enter your email at checkout and Lite takes it from there.
Use the same email address every time. Your order history, your recap emails, and your $23 rate after 10 orders all attach to that address.
Not seeing your loyalty rate? Check that you are ordering under the same email as before. If you are, contact support and we will check the count.
Being remembered for repeat orders
What to expect: After your first order, Lite remembers you in that browser, so the next order goes straight to the configurator without re-entering your email.
If it does not stick:
Check that cookies are enabled in your browser.
Private or incognito windows clear this when closed; use a normal window.
Otherwise just enter the same email again at checkout. Nothing is lost; your history is tied to the address, not the browser.
Is the upload label file failing?
Problem: Your label won't upload, or you get an error.
Fix it:
Confirm your file is a high-resolution PNG cropped to the label shape, transparent outside the edges. PDFs are not accepted as uploads. If that is all you have, the free Label Prep tool turns it into the PNG in your browser.
Check that your images are under 20mb.
Avoid locked or corrupted files. Always use a clean, unlocked format.
Learn more about ideal label files.
Don’t have a transparent PNG of your label?
Problem: Your label artwork isn’t Lite-ready. It may include a background, trim marks, or simply isn’t cropped to the label shape.
Fix it:
Drop any version of your label (PDF, JPG, PNG, Adobe Illustrator, Photoshop) into the free Label Prep tool. It cuts the label out and hands back a Lite-ready PNG, cropped to the label shape with a transparent surround, plus the placement numbers for Lite.
If the tool can't make sense of your file (usually several versions or the dieline layered on top of each other), request free label prep and our team prepares it by hand and emails it back.
White lines or a white box around your label on the render
Problem: The render shows a thin white stripe at the label edges, or a white rectangle behind the label.
Why: Lite renders your file exactly as uploaded. If the area outside the label is white instead of transparent, that white wraps onto the glass.
Fix it:
Open the PNG and check the edges: anything outside the die-cut shape must be transparent, not white.
Not sure how to fix it? The free Label Prep tool cleans the edges for your next order. For a render that already came out with white edges, request free label prep and we clean the file and re-run the render at no cost.
Predicting your bottle render's final color
Problem: It can be difficult to visualize how different glass materials and wine shades will combine to create the perfect render.
Fix it:
Eliminate the guesswork by visiting our Color Combination page. This resource provides a comprehensive preview of all possible glass and wine pairings.
Once done, simply choose the corresponding answers in the questionnaire based on the visual combinations you see.
Label looks off when rendered on the bottle
Problem: Misaligned, blurry, or truncated label.
Fix it:
Ensure your PNG matches the die-cut shape exactly, and has clean, crisp edges.
Use the advanced settings: label height, bottom offset, width, and horizontal offset, to fine-tune placement.
Pro tip: Once you nail a layout, save the offsets, you can reuse them for consistency across designs.
Payment or checkout glitch
Problem: Your card doesn’t go through, or the payment stalls.
Fix it:
Verify your card details (number, expiration, CVV) are entered correctly.
Some cards trigger extra verification; check your bank app or email for steps.
If the problem persists, try a different browser or use a different card.
No image to download
Problem: You paid for a bottle shot, but never received the download link in your inbox.
Fix it:
Check your spam folder for an email with the download link.
If it’s still missing after two hours, drop us a line, and we’ll help track it down.
Something else isn’t working?
Still stuck? Let us know with these details:
What you were trying to do (e.g. upload label, checkout, download).
Any error messages you saw.
Browser and device (e.g. Chrome on Mac, Safari on iPhone).
Steps you've already tried.
With that info, our team can get you sorted fast.