Frequently Asked Questions

Please view the frequently asked questions below to note if any of your queries have been addressed before. If you do not see the answer you are looking for, please visit the Contact Us or Technical Support page.

1. Why does my logo look smaller in the customization portal?
2. Why are my logo colors shifting when it appears in the customization portal?
3. How do I know if my logo is high resolution?
4. Why is it taking so long for me to see my finalized collateral?
5. How do I download my collateral?
6. Why doesn't my logo upload?

1. Why does my logo look smaller in the customization portal?

The customization portals offer a view of your collateral in reduced size. This was necessary in order to ensure that the portal was visible in the browser screen. The portals offer a simulated view of your customized PDF; in order to see the true final version you will need to click one of the "View My Brochure Online" option buttons at the end of the customization portal. The PDF will appear in a new browser window.

2. Why are my logo colors shifting when it appears in the customization portal?

If your logo is in CMYK (4-color) format, the colors will shift in the customization portal (and your logo may be unrecognizable) but will appear correctly in the final PDF. The reason is that the logo is being reproduced in Flash, which cannot properly reproduce CMYK graphics. The CMYK format is actually the preferred format for collateral customization.

3. How do I know if my logo is high resolution?

You will need to open your logo graphic in a graphic software program to ensure that it is in high-resolution format. For best quality print output the resolution should be at least 150 dpi (dots per inch), with a preferred standard of 300 dpi.

4. Why is it taking so long for me to see my finalized collateral?

Your customized collateral is being reproduced online in a new browser window using high-resolution graphics, which are large in file size and take time to display. The eight-page brochure, in particular, will take several minutes to produce (based on connection speed).

5. How do I download my collateral?

After your customized PDF appears in the browser window, a PDF toolbar will appear at the top of page. Simply click the save icon, which is located second from the left in the toolbar.

6. Why doesn't my logo upload?

This normally because of one of the following reasons:

Your logo file size is too large. If your logo is over 1 MB, please use a graphics software program to reduce the size.
Your logo is in a non-.jpg format. If your logo is in a different format (.eps, .gif, or .tif) it will not successfully reproduce in your customized collateral.

If you have ensured that your logo meets these standards and you are still unable to successfully upload, please visit our Technical Support page and fill out the technical support form.