Frequently Asked Questions & Support | Printstop HK - Printstop | 24/7 Self-Service Printing, Copying & Scanning Kiosks in Hong Kong

General

Q1. Operating Hours

Our kiosks operate 24/7. (MTR Station pick-up hours follow the first and last train schedules.)

Customer Support Hours:
9am – 11pm (Mon – Fri)
9am – 1pm (Weekends & Holidays)

Q2. Do you guys provide photo printing service?

Yes, but it’s only available at our To Kwa Wan shop at this moment, and it only supports 4R & 6R size.

Q3. Where is your company's backend? Is my data protected?

Our printing solution utilizes a 3^rdparty software called Princh, which is a cloud-based printing and payment management platform. Princh is ISO 27001:2022 certified meaning it has received formal approval from an accredited auditor confirming compliance with the ISO 27001:2022 controls.

So, yes, your data is protected with the highest standards in data security protocols.
For more details, please refer to the Princh Website - https://support.princh.com/en/how-princh-protects-user-data

Q4. What's the data retention policy?

Your data will be automatically deleted 24 hours after your initial upload regardless of your printing status.

Order Related

Q5. Can I print directly from WhatsApp, Email, Google Drive, or Wechat?

No, you will need to first save your file(s) in the folder/album in your mobile device from which you can then upload your files onto our platform to place order.

Q6. Can I place online order?

Yes, we encourage online order placing. You may place your order within a minute by scanning the QR Code of specific locations or using the Princh web portal from your PC / tablet:
‍
- Visit https://print.princh.com/
- Enter the printer ID for the selected location
- Upload your file, choose settings, preview and pay securely online
- Collect your paper at the corresponding location

Q7. What if I forgot my release PIN code?

For security reasons, we are not allowed to access, reset, or retrieve your release code via our backend system. If you have forgotten your release code, you will need to place a new order. The payment for the original transaction will be canceled within 1–3 working days upon order voided.

Q8. If I haven’t collected my printouts within 24 hours, can I get refunded?

Yes, your order will be cancelled after 24 hours, and the payment associated with the order will be refunded within 1-3 business days.

Q9. How long is the PIN code valid?

For security reasons, your PIN code must be used within 24 hours after you place an order, otherwise it will be invalid.

Q10. Does your printer have scan function?

Yes, it charges $1/page and requires advanced reservation at selected locations. Please contact our staff before your arrival at our printer location.

Payment Related

Q11. What are the online payment options available?

We currently support Credit Cards, Apple Pay, and Google Pay for online payments.

Q12. What is the “Pay at the Desk” option? And what are the available payment methods?

“Pay at the Desk” is a payment option for the customers who can’t make a payment using the online payment methods (credit cards, apple pay and google pay). This option involves remote assistance (via WhatsApp) from our staff during regular office hours (please refer to FAQ #1). With this choice, customers can pay via Alipay, PayMe, or Wechat Pay.
For more information, please watch this video:

Q13. Do you guys accept cash or Octopus?

Unfortunately, we do not accept Octopus at this moment. However, coin payment is available at our flagship shop in Cheung Sha Wan.
Please note that no change is given for coin payments.

Q14. I still haven’t seen the refund to my Apple Pay after 3 business days, why is that?

Transaction is typically refunded to the original payment method. In your case, the transaction status should be reflected in your credit card account associated with your Apple Pay wallet. Hence you won’t see the refund status in your Apple Pay dashboard.

Error Printing

Q15. Why do I receive error printing?

The following are the three most common causes of error printing:

1. Encrypted documents (e.g. encrypted bank statements & insurance bills) please decrypt before printing
2. ⁠Editable documents (e.g. fillable forms, editable images, application forms)
3. ⁠Special fonts or formatting which may lead to print errors or garbled texts

We are unable to process any of these document formats mentioned above, and we recommend the following methods for a quick fix:

1. Convert to a Static PDF: Open your file on a computer and select “Print as PDF” to remove editability before uploading again.
2. Upload as an Image: Take a screenshot of the document and upload it in JPEG/JPG format to place your order. Please note that this method will slightly downgrade the resolution from the originals.

Q16. Can I get refunded for error printing?

You will not be charged for error printing (only if there’s no paper output from the machine). The transaction will be canceled automatically within 1-3 business days. We strongly recommend customers preview the uploaded document to ensure that all the formats and contents are correct before placing order(s).

Technical Issues

Q17. Why does my printer keep jamming?

Paper jams happen sometimes, and we recommend self-handling if paper jams inside of the scanner feeder.
Please refer to the video below or contact us for further assistance.
https://qrfy.io/r/-G_4D1lFoR

Q18. How do I deal with screen / system crashes?

Rebooting the printer is highly recommended. Steps are shown below:
1) Tap the screen 5 times on the bottom left
2) Then choose “Reload”
The machine will be restarted within 15 seconds.

Please refer to below video or contact us for if further assistance.
‍https://qrfy.io/r/SZQR6MZfWL