Help.

Where is my access code?

You'll find your access code on the first page of the manual inside your box. It's clearly labelled “Access Code” and is 8 characters long, made up of letters and numbers in a XXXX-XXXX format.

I have lost my code.

If you haven't started your kit yet, email us with your order number and we'll issue you a new access code.

If you've already started your kit, email us from the email address you used to sign in and we'll help you recover your existing access code.

I cannot remember which email address I used.

Your access code is linked to the first email address you use with it. If you can't remember which one that was, email us with your access code and we'll help you find your account.

Can I change my mind about the design?

Until you press Confirm, you can preview as many photos and styles as you like. Once you confirm a design, it counts as one of the three designs available with your access code, and the amount of string required for that design is deducted from your available string. This cannot be undone, even if you don't make the design.

We'll always show you how much string a design requires before you confirm it.

How many artworks does one kit make?

You can confirm up to three different designs with one access code. Your kit includes enough string for at least two designs, while a third will depend on how much string each of your chosen designs requires.

Before you confirm a design, we'll show you exactly how much string it requires and how much you'll have left. Once confirmed, that amount is deducted from your available string and cannot be restored, even if you decide not to make the design.

There's one board in each kit. To create another design, simply remove the existing string and reuse the same board.

Can I reuse my board?

Yes. If you'd like to create another design, carefully remove the existing string and you can use the same board again. There's no need to remove the nails.

I've lost my place in the instructions.

Your progress is saved automatically, so you can sign in on any device and pick up where you left off.

If you're not sure which step you're up to, enter the nail you're currently on and we'll show you all the steps that use that nail, helping you find your place again.

Something is missing from the box.

Email us and we'll sort it out for you. Please don't start your artwork until you have everything you need, including your board, string and manual.

Can I print the instructions instead?

Yes. Once you've chosen and confirmed a design, you can download and print a booklet containing every step. Your online instructions will also remain available while you create your artwork.