Contact Support
Our button machine experts with their decades of experience are usually available from
Monday to Thursday: 8 a.m. - 5 p.m.
Friday: 8 a.m. - 2 p.m.
The best way to contact us is directly by email: [email protected]
We are happy to talk to you on the phone, but unfortunately it is difficult to carry out a fault analysis over the phone without pictures or videos.
Therefore, we will probably have to ask you to write an email over the phone describing the problem and attaching a few photos or videos of the defective button machine.
Your email should contain the following information:
- Which button machine do you have?
- What button size?
- How old is the button machine?
- What blanks do you use?
- It's best to also include the last order number or invoice number from us
- What's going on? What's not working anymore?
Please always send photos/videos of the button machine and especially of the broken buttons. Sometimes you can tell what's wrong just by looking at the broken buttons. Sometimes it's not that easy and we have to see what the machine does/doesn't do. Then it's helpful to make a short video of how the machine is used or how you try to use it.
What you can do yourself:
... before you contact our support:
Did you do everything right?
Are you sure you've done everything right? Take another look at our instruction video. It slowly and clearly explains how the button machine (regardless of whether it's a type 900 or Flexi) should be operated. You might discover straight away what you may not have done quite right.
Inserts properly in?
If you are working with our Flexi machine, check again to be on the safe side whether you have inserted the inserts correctly: the lower stamp with the 1 in position 1 of the swivel plate, lower stamp 2 in position 2. You can also watch this video here to check whether you have inserted the upper stamp correctly. Mistakes often happen here.
Paper too thick?
Our button machines are designed to use "normal copy paper" with a thickness of 80-90g. You can also use thicker paper, fabric or whatever you can think of. This often works well, even with thinner paper. Unfortunately, we cannot guarantee that it will work. It is a matter of luck and varies from button machine to button machine. Generally speaking, the thicker and less flexible the paper, the less likely it is that it will work. If it doesn't work with your "thicker" paper, then try a normal paper insert instead (as described 80-90g). If that works, then the button machine is not defective, just the paper is unsuitable.
Paper cut out correctly?
Not only the thickness of the paper is extremely important, but also the shape. The paper insert must always have exactly the same diameter as the foil you are using. And it must always be perfectly round and cleanly cut out, otherwise it won't work. The best way to do this is to use our circle cutters and paper punches.
Original blanks used?
Our button machines are designed for our button blanks or vice versa. So if you use blanks from other manufacturers (even if they are supposed to be suitable for our Badgematic machines), then there is a high probability that it will not work. This will also void our lifetime guarantee for your button machine. Therefore, always use original Badgematic button blanks for your Badgematic button machine. Otherwise, unfortunately, we cannot help you.
Swivel plate free?
The swivel plate on which the two lower stamps are attached must always be able to move freely. You must therefore not hold it. Instead, place your hand on the base plate, for example, so that the swivel plate can always adjust freely.
Help Center checked?
As a Badgematic button machine owner, you get access to our Help Center. Here you will find the most common errors with images and recommendations on how you can solve the problem yourself. See if you recognize your problem here. Our Help Center is only available to our customers, so it is protected with a password. Since May 2024, we have been sending this password automatically to all new customers. If you have had your Badgematic for a while, you can of course request the password from us.