This article explains why you might receive an email notification stating your Gelato order is on hold and provides the steps for fixing the order.
Why is my order on hold?
If Gelato cannot process your order, you'll receive an email notification with the order ID and an error message. This usually happens if the file or address doesn't meet the requirements. Don't worry, you won't be charged for orders that we couldn't process.
How do I fix my order?
To fix an order that's on hold, follow these steps:
Check for a reorder: Search for the order ID under Orders > Reference ID in the Gelato Dashboard. If a reorder has been placed successfully (the order exists with a status not 'Failed'), then you can ignore the notification.
Fix the issue: If a reorder has not been placed, then review the error message to fix the issue. A list of the most common order validation errors and solutions can be found here.
Edit the order: Click on "Edit", make the necessary changes to the order, and resubmit it.