Support Designed to Help Keep Your Machines Running.
Production hiccups happen. Whether you need a simple file tweak or advice on a tricky fabric, our dedicated support team operates across two units to help keep your shop moving. We provide multiple ways to reach us so you can get the answers you need and get back to production more quickly.
How to Reach Us
System Edits & Tickets (Fastest for File Changes)
Log into your Net Digitizing dashboard to raise an edit request or open a support ticket directly attached to your specific file. This is typically the most efficient way to get a design adjusted.
Live Chat
Use the chat widget on our website for quick questions, formatting advice, or urgent updates during business hours.
Direct Email
Email our support desk. Crucial: You must include your Order ID in the subject line so we can immediately locate your file and production history.
Phone Support
Call our team on 0800 368 7414 for immediate production advice where possible.
The Design vs Machine Diagnostic
Over our 30+ years in the industry, we have found a very simple way to figure out where a problem is coming from:
If it's the Design:
If an issue (like a thread break or missed registration) is occurring in the exact same spot on all your machine heads at once, it is very likely a design issue. Let us know immediately, and our team will adjust the file and send an amendment right away.
If it's the Machine:
If the issue is occurring randomly, or only on one or two specific machine heads, it is usually an issue with the tension, the needle, or the hooping on those specific heads.
(Note: While it can be frustrating if your older designs run fine but a new one struggles, every design interacts with your machine differently based on specific stitch types and densities. We are always happy to help you find the right balance!)
The Golden Rule of Embroidery Troubleshooting
We cannot accurately diagnose issues without visual reference. If an embroidery file is not running correctly, please email us your Order ID along with two clear photos: 1. A photo of the FRONT of the garment (to check registration, push/pull, and sinking). 2. A photo of the BACK of the garment (to check your bobbin tension, tie-offs, and underlay). Without both visual references, it can be difficult to identify the root cause of a machine issue. Provide clear stitch-out photos, and we will review and advise on the likely cause.
The Visual Diagnostic Rule
Examples of the two photos we need from you when raising a stitch-out issue.
Box 1 — Clear photo of Front Embroidery
Shoot the finished front straight on, in good light. This is what we use to read registration, push/pull, and any sinking around dense fills.
Box 2 — Clear photo of Back / Bobbin & Tension
Flip the hoop and shoot the back on the stabiliser. This tells us your bobbin tension, tie-off behaviour, and how the underlay is sitting.
Our Baseline
As a general rule, if we are able to provide a clean sample from our machines, it means the digital file itself is fundamentally sound and should run well. However, we know that every embroidery machine has its own unique personality and setup. Even if the file runs well for us, we are still more than happy to review your specific situation, offer advice on backing and tensions, or make subtle tweaks to the file to help you get that same result on your floor.
Just reach out to our support team with your order number, and we will work with you to get your machines running well again.
Always Open for Advice
Our support doesn't end when the file is downloaded. If you are unsure about which backing to use for a performance fabric, or need advice on hooping techniques for a complex cap job, just ask. Our team has years of shop-floor experience and is available to provide technical guidance.
Support Disclaimer: Net Digitizing provides file amendments and troubleshooting advice to support our customers. However, we do not take responsibility for replacing garments or covering production downtime resulting from machine condition, incorrect tension, or unsuitable material use. We strongly recommend running a test stitch on scrap fabric before proceeding to bulk production.