Why is my order in status "On pause"?

If your order is in "On pause" status and you don't know why it cannot be processed by Printegy, you're in the right place. The "On pause" status means that an action is required before the order can go into production. In the order overview, such orders appear with the note "(Number) Order(s) require action" Below, we explain what the reasons for the pause might be and how they can be resolved.

1. Incorrect or incomplete address

If the address is incorrect or incomplete, e.g., missing name, house number, or street, the order will be paused. This is because a proper shipping label cannot be generated for the package. Once you correct the address, the correct shipping label will be generated, and the order will proceed to production.

2. Order with a personalized product

If the order contains a product for which the personalization option has been activated, the personalized design must be uploaded first. You can learn more about the personalization option here.

3. Missing invoice for the order

For orders that need to be delivered outside the EU, a commercial invoice is required. It is needed for the export of goods to countries outside the EU and ensures that your package passes through customs smoothly. 

If you have taken all the necessary steps and the order still remains in "On pause" status, please contact us via email at hello@printegy.de. Our support team will address your issue as quickly as possible.