Support Center

Resolving aspect ratio mismatch warnings in your Fotomoto Dashboard

Last Updated: Dec 14, 2015 10:44AM PST
In order to produce products ordered via Fotomoto, we need you to provide us with the high resolution versions of the images ordered. Fotomoto expects that the images you upload will be at the same aspect ratio as the images sold from your website.

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".

Screenshot of order waiting for approval with Photo's ratio and original's ratio differ. This may result in the image being cropped differently from what is expected warning


To resolve this issue, you'll need to upload a replacement image that is at the expected aspect ratio following these steps:
 
  1. Go to the order detail page
  2. 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.

    Screenshot of the re-upload button on an order detail page in the Fotomoto Dashboard
     

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.
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