If the image you upload is not at the same aspect ratio, the order will be put on hold, the order status will change to "Waiting for Approval" and you'll see a red warning on the order detail page in the Fotomoto Dashboard that says: "Photos ratio and original's ratio differ. This may result in the image being cropped differently from what is expected".
To resolve this issue, you'll need to upload a replacement image that is at the expected aspect ratio following these steps:
- Go to the order detail page
- In the row where you see the red aspect ratio warning, roll your mouse over the image under "Uploaded", then click the "Re-upload" button to upload a replacement file with the correct aspect ratio.
If the image on your site was at the wrong aspect ratio but the image you uploaded was correct, please email Fotomoto Support as soon as possible to let us know that you'd like us to print the uploaded image instead. Please be sure to include the order number when you contact us to minimize any potential delays.