Follow these steps to first check that you have the correct settings on the printer and in the app.
• Make sure the "Paper" setting on the printer is set to "Label" and not "Ticket".
• You change this setting by clicking the "gear icon" on the printer until you reach the option "paper". Then change the setting by pressing the "print" button. The Paper setting should be Label and not Ticket.
• Check that the app is set to the correct label size you are using. The standard label is 76×50 and the larger label is 76×76.
• Change the setting in the app by clicking "Profile" → "Account settings". Scroll down slightly and you will find the label size under "Preferences".
If these settings are correct, you can proceed and calibrate the printer so it feeds the labels correctly.
You do this by holding down the "print" button on the printer for 5–7 seconds. When you release the button, the printer will feed several labels and calibrate itself according to the label size. This may need to be done a few times depending on how incorrectly the device has previously fed the labels.
You can simply roll the labels back up and print on them afterwards, so no labels are wasted when performing this calibration.
NOTE: You should never perform a "Factory reset" on your printer.
If this does not solve the problem, please take pictures or videos and send them to us at [email protected], and we will help you further.