Help and support

Questions, a printer that won’t connect, or an idea? Email [email protected]. Include your device, your printer’s model and what happened, and we’ll get back to you.

From a marketplace app or email: open the label PDF, tap Share, then Boxtrail. If it isn’t in the row of apps, swipe to the end and tap More.
From Files: touch and hold the PDF, tap Share, then Boxtrail. Or open Boxtrail and choose the PDF there.

Boxtrail finds the label on the page, trims it and sizes it for your labels. To print only some parts of a page, tap Cut out parts instead.

Printers

Boxtrail prints straight to Y-series 4×6 Bluetooth thermal printers, the ones the FlashLabel Pro app drives. Tested: SVANTTO Y42BT. Other Y-series models should work; if yours doesn’t, send a printer report from Settings and we’ll look at it. For other printers, export the PDF and open it in the printer’s own app.

The printer doesn’t show up

Check the printer is switched on and nearby.
Close the printer’s own app, such as FlashLabel Pro: printers accept one connection at a time.
Make sure Bluetooth is fully on. If you turned it off in Control Center, tap the Bluetooth button so it turns blue.
If you said no when Boxtrail asked to use Bluetooth, turn it on in Settings, Boxtrail, Bluetooth.

Seals

Weigh first. Weigh the closed box before the seals and tape go on; they add a few grams.
Where they go: with four seals, two across the top flap seam and two across the bottom one. With two, one on each. Stick each across the seam and over the edge.
Clear tape over each seal means peeling it can lift the print, which makes tampering easier to see.
Seals deter and record; they aren’t tamper-proof. Take the last photo with the seals on.

Packing videos

While packing, tap Record a packing video. The video is saved to your Photos library, not in Boxtrail, so it doesn’t fill the app’s storage; the parcel’s record notes its length and time and keeps a still from it.

Tracking numbers and orders

Boxtrail reads the carrier and tracking number from the label: Evri, Royal Mail, Parcelforce, DPD, Yodel, InPost and UPS. If it can’t tell, type the number in. To add the order, take a screenshot of it in the marketplace app and tap Add the order screenshot; Boxtrail reads the order number and total. Check what it read before you rely on it.

In the Trail, type a seal code or a tracking number to find a parcel.

If a buyer disputes a parcel

Open the parcel in the Trail, turn on Keep this parcel so its photos aren’t removed, and export the evidence sheet: an A4 PDF with the seal, the weight, the tracking number and the photos. Send the marketplace what it asks for.

Storage

Photos take the most space. In Settings, choose how long they’re kept: 30, 90 or 180 days, or until you delete them. After that a parcel’s photos are removed and its record stays. The Trail shows the space used, with Free up space.

Backups

In Settings, choose a backup folder in Files, such as iCloud Drive or Google Drive. After you seal a parcel, Boxtrail copies its photos and evidence sheet there, in a Boxtrail folder, with a spreadsheet of every record. The copies stay after the keep period removes the photos from your phone. Without a backup folder, records are kept on this device only, and deleting the app deletes them.