Paper Roll Troubleshooting & Frequently Asked Questions

My previous orders arrived individually wrapped, but these rolls are not.

Although the paper rolls do not have external wrapping, they include an extra layer of paper for protection. This excess paper should be removed before feeding the roll into your printer. After peeling off this outer layer, the roll should feed without difficulty.

I loaded the thermal paper, but the printer is producing blank receipts.

This is usually a matter of orientation. Thermal paper is coated on only one side to react with heat. If it's inserted upside down, the printer can't "find" the coating. Try flipping the roll so the paper feeds in the opposite direction and try again.

I ordered 2-ply paper, but the entire roll looks yellow.

You may receive a roll that appears inside out, with the yellow paper on the outside of the roll. Simply unravel and discard the first few inches of yellow paper; you will find the standard white top-ply and yellow carbonless copy underneath.

The diameter of the rolls I received is too big for my receipt printer.

Occasionally, our rolls are wound with a bit of extra paper, making them slightly larger than the standard compartment. If the roll is a tight fit, simply unravel and remove a small amount of paper until the roll sits comfortably in the printer and the lid closes securely.

Note: If the roll is significantly larger than your printer housing, please contact us to verify the model compatibility.

The paper rolls I received are different from the paper rolls I have received in the past.

Paper rolls received from us may vary in certain aspects, such as core size but rest assured all rolls are vetted and inspected carefully to ensure smooth operations for your business. If you encounter any functional issues please let us know so we can resolve them.

These rolls are missing the internal plastic core. Are they defective?

Not at all! These are coreless rolls, designed to function exactly like standard rolls while reducing environmental impact. By eliminating the plastic core, we’re able to offer a more eco-friendly product and help your business reduce landfill waste.