Mister Clipping Help

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Can I send you a CD, DVD or external hard drive instead of uploading images via the website?

If you are not able to upload your files using FTP, FTP Fetch or using your browser (perhaps because the files are too large or because there are too many images), it is also possible to send us your material on a CD, DVD or external hard disk. We will make sure the images are uploaded to your Mister Clipping account. As downloading is usually much faster than uploading, you can download the isolated images using FTP, Fetch or the web browser. Mister Clipping charges an additional €50 per job for this service.

Can I upload compressed files such as ZIP, winrar or sitx?

No, it is not possible to upload compressed files. This is because the application generates a preview thumbnail for every image file. To do this, image must be uploaded in formats such as JPG, TIF, PSD, EPS, etc. It is possible to download your images in a ZIP file!
 

FTP Fetch is not working correctly; what should I do?

Check to see if the information you have entered (server name, username and password) is correct. Also check to see if the directory has been entered correctly. Our application contacts your FTP server based on the entered information, so check to see if this directory does indeed contain the images in question.
Please note: It is not possible to place multiple folders or zip files in the chosen directory. The images must be added to a folder individually and unzipped.

For more information about FTP Fetch, click here.

I cannot upload my images using FTP; what should I do?

It is possible you are uploading images into the wrong folder or directory. Please make sure you upload the image to the correct directory for the job. This directory consists of a job number followed by “/original”.
You cannot upload to another directory, folder or subfolder.

Another possibility is that the login information is incorrect. Please check to see if it has been entered correctly. If the login details are correct, check the server name (FTP01 or FTP02).

To connect to our FTP server, we recommend using an FTP program such as Filezilla, Cyberduck or Fetch.

If the problem persists, please contact Mister Clipping support.

For more information about FTP, click here.
 

I have a problem uploading my files via the website. What’s wrong?

This can have a number of causes:

- Browser versions and settings vary from user to user. It is possible that the application is not running optimally due to browser versions and/or settings. Please check to see if your firewall settings are preventing file transfer.

- Flash player has to be installed on your computer. It can be downloaded here: http://www.adobe.com/products/flashplayer/

- File settings: The Mister Clipping application occasionally has problems with certain layers (multiple layers within one file). It is possible that the files were successfully uploaded but are not shown as thumbnail because of the “Multiple or transparent layers” settings. We advise you to upload flat layered files (with one original layer) whenever possible.

- Time-out error: If, for whatever reason, images upload very slowly via the website, a time-out error can occur. If this happens it is best to login again and continue uploading the remaining files.

I use an FTP client, but I cannot upload images and keep getting a “critical transfer error.”

Are you sure you are uploading to the correct directory? After clicking “Add job” on the website, a folder with an automatically created job number is created on the FTP. This folder has 2 subfolders: “original” and “clipped.” Images must always be uploaded into the “original” folder.

For more information about FTP, click here.

I’ve uploaded a ZIP file to your FTP; how do I proceed?

Unfortunately, our application does not recognize compressed files such as ZIP files. The application generates a preview of each image on the website and this is only possible if the images are uploaded in a format such as PSD, JPG, TIF, PNG and EPS. Images must therefore always be uploaded individually and unzipped.

Is there a limit to file size?

No, there are no limits to file size. You don’t have to pay attention to file size or the number of files being uploaded. However, we recommend you upload large numbers of images in batches so Mister Clipping can begin processing while the next batch is uploading.

The storage server for this job is temporarily offline; now what?

If you get a message saying that the storage server is temporarily offline, you cannot upload via the FTP. In that case, we recommend you upload using the website.
If the job is not very urgent, you can also wait until the server is online again. In most cases, this won’t take more than a few minutes.

What file formats can I upload?

You can upload a wide variety of file formats, including JPG, PSD, TIF and EPS. It is also possible to upload GIF, BMP and PNG formats. Please note that some formats do not support clipping paths or transparent layer. In these cases, you will receive the image with a white or transparent background and without a clipping path, unless otherwise specified.

What is FTP Fetch and how can I use it?

FTP Fetch is a useful tool that allows you to make a connection between our FTP server and your FTP server. When using this tool, you give our FTP permission to automatically retrieve images from your FTP server. Click here for a tutorial on using FTP Fetch.

Which FTP server should I use? FTP01 or FTP02?

After logging in and creating a job you will see the job information on the right-hand side of your screen. Here you will also find the Storage information, which will tell you which FTP server you should be using, ftp01.misterclipping.com or ftp02.misterclipping.com. Copy and paste this server location into your FTP client. An account will only have one FTP server assigned to it. So if you have been assigned FTP01, that server will remain connected to your account.

How do I change my account details?

You can easily change address details and password by logging into your account and clicking “My Account.”  Here you can changes your address details and/or password. If you want to change your e-mail address or company name, please contact Mister Clipping support.

How do I change my password?

You can change your password by logging in and clicking “My Account.” Here you can also change other details, such as mailing address.

I cannot open the invoice I downloaded from my Job Overview.

If you cannot open an invoice, download the latest version of Adobe Reader here: http://get.adobe.com/uk/reader/

Can I use my promo code for multiple jobs?

No, unfortunately a promo code can only be used for one job. Upload as many images as possible into this single job to fully profit from the promo code.

How do I use my promo code?

After receiving a quotation, click “Accept quotation” to continue to the payment page. Check the “I have a coupon” box. Enter the promo code.

My promo code isn’t working; what is wrong?

If your promo code doesn’t work, do not accept the job. Please contact Mister Clipping support.

Has my payment been received?

If your payment has been made and this has been done online, you will always receive an e-mail confirmation, which includes a PDF invoice. If you haven’t received this confirmation, something has gone wrong with the payment. Please contact Mister Clipping support if this is the case.
 

How does DIRECTebanking work?

After accepting a Mister Clipping quotation, you are directed to the payment section of the website. Here you can choose DIRECTebanking and you will automatically be directed to its secure payment environment, where you will find your payment order. Select your country and follow the instructions. Logging in and confirmation are bank-specific and are the same as your bank’s Internet banking process. The order has already been entered and your bank will ask you to authorize the payment.
After confirmation, the payment will be directly deducted from your account and Mister Clipping will be notified that payment has been made.
 

How does iDEAL work?

After placing an order with MisterClipping.com, click the iDEAL payment button to select your bank. You will then be directed to your own bank, where you will find your payment order. Your bank will ask you to enter a few details and authorize the payment. The payment will be directly deducted from your account and we will be notified that payment has been made.

How does PayPal work?

PayPal is an online payment system that uses e-mail addresses to identify both sender and recipient. Payments are made from the PayPal account of the purchasing party to the PayPal account of the vendor. Neither party gives out information to the other to enable payment. The following is a description of the payment process:
 The vendor chooses PayPal as payment method for an order and is then directed to the PayPal website. Here the user must identify himself or herself using an e-mail address and password, to confirm payment.
The amount is then charged to the purchasing party’s PayPal account. The amount is deducted from the purchaser’s PayPal account or charged to the credit card or bank account linked to the PayPal account.

I cannot proceed with my payment.

If you try to place a payment several times, the “Accept” button is deactivated to prevent duplicate payments. You can proceed after the previous attempt has been reset.  Because an attempt at payment has been halted during the process, no signal is sent to the Mister Clipping application and the status will remain “Unconfirmed.” Please contact Mister Clipping support to reset your job and continue payment.

I paid for my job using PayPal, but I haven’t received a notification from Mister Clipping.

The most common reason for this is that an eCheck payment has been made through PayPal. Payments using eCheck take 3 to 7 working days to process. Payment of the job will be confirmed the moment we receive the payment in our PayPal account. If you use PayPal, we recommend you do not use eCheck.

I tried to pay online, but I’m not sure my payment was successful.

After completing a successful payment transaction, you will always receive a confirmation via e-mail with the invoice as attachment. If you haven’t received this e-mail, something has gone wrong and we ask you contact Mister Clipping support.

My job shows a “Payment is placed” status; what does this mean?

If the status of your job is “Payment is placed” it means payment was not carried out correctly and that the process has been halted. If your job has this status, please contact Mister Clipping support directly.

What is DIRECTebanking?

DIRECTebanking is a European payment service provider. It is a secure and simple online environment in which to make payments. Payment takes place within a separate, secure payment environment. DIRECTebanking is supported by the larger banks in Belgium, the Netherlands, Germany, the United Kingdom, Austria and Switzerland. All you need to check and manage payments through DIRECTebanking is access to Internet banking with one of the participating banks.

What is iDEAL?

iDEAL is a Dutch payment service provider. iDEAL allows you to make online payments securely and easily. Transactions are sent through secure payment channels. All you need to check and manage payments through iDEAL is access to Internet banking with one of the participating banks. iiDEAL was established in association with ABNAMRO, ING Bank, Postbank and Rabobank.

What is PayPal?

PayPal is an international online payment system for everyone with an e-mail address and a bank account or credit card.
 

Why am I charged 19% VAT?

According to Dutch law, 19% VAT must be charged for every order. If your company is housed outside of the Netherlands but within the EU, VAT does not apply (upon presentation of a valid VAT number). Companies outside the EU are not charged VAT.

A number of my uploaded images are not shown (correctly) in the thumbnail overview. Why not?

This is because the files were damaged (“corrupted”) during the uploading process or were only partially uploaded. This can have a number of causes. Use the red button under the image to remove them and try uploading them again.

Do I have to write my instructions in English?

No, in addition to English the Mister Clipping support team speaks Dutch, German and French. You can also e-mail us in any of these languages.
 

How long will it take to clip my images?

Mister Clipping maintains a turnaround time of 24 hours for jobs from 50 to 150 images. Occasionally, we’ll need a bit more time (approximately 48 hours), in the case of larger quantities or larger file formats. Smaller quantities of up to 50 images can be ready within 8 hours. Larger files can take up more time, due to uploading and downloading. The image complexity can also affect the turnaround time. Please note: Mister Clipping will return the images to your account. The download time to your own server depends on the number of images, the file size per image and the speed of your Internet connection.

How long will it take to receive a quotation after I have uploaded my images?

Generally, we start reviewing the complexity of your images directly after you click “Request quotation.” You will receive an e-mail with a quotation within minutes. But depending on the number of images, this might take longer (up to 1 hour).

I have specific instructions, how can I best communicate them?

When you create a new job, you can add comments to the “Processing” field of the job as a whole, for example a general instruction that applies to all files in the job. It is also possible to attach specific instructions to individual images. After the images have been uploaded, a pencil icon will appear under each image. Clicking this image will produce a field to which these instructions can be added.

I need the isolated images back urgently. Can you give my images priority or do you provide an express service?

At Mister Clipping all images are processed as quickly as possible. If the number of images, the formats and complexity so allow, we will return them within 24 hours. Quantities of up to 50 images per job are usually ready more quickly. If you have an urgent job with a specific deadline, please contact us or add a comment to the “Processing” field and we will do our best to have it finished on time! Please note: Mister Clipping will return the images to your account. The download time to your own server depends on the number of images, the file size per image and the speed of your Internet connection.

How big is the Mister Clipping organization?

We have around 250 fulltime employees working at Mister Clipping. They work in various countries in Asia and in our customer-contact offices in Germany and the US. Mister Clipping’s main office is located in the Netherlands.

How long has Mister Clipping been around?

Mister Clipping started in 2005 and was the first online clipping path specialist in the world (clipping path service provider).

How do you determine the complexity?

Mister Clipping bases the complexity of an image on the number of anchor points we need to place to ensure a high-quality clipping path.

I don’t agree with the quotation/complexity.

Mister Clipping bases the complexity of an image on the number of anchor points we need to place to ensure a high-quality clipping path. If you do not agree with the quotation, please contact Mister Clipping. We are always prepared to take another look. 

I get an “application error” when confirming my quote.

Please contact Mister Clipping support.

I’ve uploaded a job, but haven’t yet gotten a response.

Mister Clipping reviews all jobs within 15 minutes of clicking “Request quotation.” If you haven’t yet received a quotation, it might be possible that you did not click “Request quotation” after uploading. You can still you this to receive a quotation directly. If you are pressed for time due to this delay, please contact Mister Clipping support.

What is “Auto-processing”?

Auto-processing is an option with which you can have your job processed automatically, without manually accepting the quote. The advantage of this option is that you do not have to wait until your job has been reviewed.
Auto-processing can only be set up for accounts on monthly invoice (premium users). Monthly invoicing is only possible within a framework agreement. Please contact with Mister Clipping support for more information about this option.

Can I reject an entire job?

It is possible to reject an entire job. You can do this by clicking the “Reject entire job” link. Again, we will ask what your reasons for rejection are. We recommend you contact Mister Clipping support first.

FTP Drop is not working.

If the FTP Drop is not working, the ZIP file might be too large for the specified FTP directory. We therefore recommend only using FTP Drop for jobs up to 2GB.

I am not satisfied with the result. Can I reject the image?

We’re not happy until you’re happy! That is why it is possible to resubmit images if you are not happy with the result.

Please indicate the reason for rejection for each image. You can do this by clicking the gray (x). This will open a pop-up screen in which you can indicate what needs to be improved.

PLEASE NOTE: The rejected images are automatically processes as a new job with the highest priority. However, you can only create 1 correction job. Please make sure all unsatisfactory images have been rejected before clicking “Create correction job.”

You can check images online by clicking the individual image. The image will then be enlarged and shown next to the original. We do recommend you FIRST download the images and check them in an image-processing program like Photoshop.

After the images have been reprocessed, you will receive an e-mail and you can continue downloading the images.

I can’t download my ZIP file; the ZIP is larger than 2GB.

Unfortunately, a ZIP can be no more than 2GB. This means that all jobs that exceed 2GB can only be downloaded from the FTP server. You can also download the images via the web application, but each individual image must be downloaded separately.

I’ve received an e-mail saying my images are ready to be downloaded, but they are not (all) shown in the thumbnail overview.

It is possible that a thumbnail of an image (or of several images) could not be generated via the website. In many cases the images are available for download via the FTP server. The ZIP file can be downloaded via the website. If downloading problems persist, please contact support@misterclipping.com.

I’ve received my isolated images on a white background and cannot make them transparent.

Unless otherwise instructed, this is the standard way we deliver isolated images. If you would rather receive transparent images, you can indicate this in the “Processing” field.

If you receive images on a white background, it is always possible to change this to a transparent background. Instructions are as follows:
1. Open the file in Photoshop.
2. Right-click on “Path.”
3. Click “Make Selection” and then “OK.”
4. Click Apple key + C on your keyboard (for Window users, use CTRL+C).
5. Click Apple key + V on your keyboard (for Window users, use CTRL+V).
6. You have now added a transparent layer and copied the path into it.
7. Go to “Layers” and uncheck the white layer to see the transparent layer.
8. Click “Save as” and choose file format (PSD, TIF or PNG to retain transparency!).

You can also copy the clipping path from the processed image to the original.

In what format are isolated images returned?

Generally, you will receive you images in the same format as the original. JPG is returned as JPG, TIF as TIF, etc. If you upload JPG files, but want PSD files returned to you, please indicate this in the “Processing” field or upload the original in PSD. Masked files are an exception to this rule; in that case the files are returned as TIF or PSD.

Is it possible to receive multiple versions of my images (high and low resolution for example)?

Unfortunately, it is not possible to return multiple versions via our application. The system works according to the “1 input = 1 output” principle. This means you can only receive one isolated version via the application.
If you wish to receive multiple versions (for example a high resolution TIF and a low resolution PNG), please contact Mister Clipping support. We can then send you a Yousendit or Wetransfer link to the low-resolution versions, in addition to the high-resolution files via the application.
 

What is FTP Drop and how does I work?

With FTP Drop your isolated images are automatically dropped into a specified FTP directory. After creating a new job and uploading you images, but before requesting a quotation, you can check the “FTP Drop” box to receive a ZIP file of your isolated images in a specified FTP directory. Of course you can test the entered FTP details to see if our application connects to your FTP server.

Is there a discount for large jobs?

Price agreements can be made for Mister Clipping accounts that upload a large volume of images annually. These accounts must be prepared to commit to a certain image volume. This is settled in a framework agreement. To find out if you qualify, please contact Mister Clipping.

Are there extra options for photos of clothing?

Mister Clipping offers a special processing technique for images of garments: the “Invisible man” technique. This technique can be used on, for example, coats or sweaters. Clothing is generally photographed on a model or mannequin, or lying flat on a horizontal surface. With this technique, a photo of a garment can be constructed in which no model or mannequin is visible, but the garment is shown as it would be worn. It looks like the garment is being worn by an invisible person, hence the term “Invisible Man.”  Upload an image with the garment on a mannequin and then a separate reference image of the neck area (label). Mister Clipping will merge the two images into one single image. In the “Processing” field you can add the comment “Merge images”, to indicate you want this technique to be used.

Can Mister Clipping resize / crop my images?

Yes, if you add instructions to that effect to the job’s (or image’s) “Processing” field, we will take care of it. If you want your images to be resized, please add the exact measurements.

I have images of people (models) that have to be isolated using masking. Can Mister Clipping do that too?

Yes, Mister Clipping provides masking. This technique is recommended for images in which it is difficult to determine what is part of the object or person to be isolated and what is part of the background that is to be removed. A good example would be glasses or hair. Masking an objects means the background is removed based on pixels and some pixels in the object are made transparent. This way, glass remains glass, even if you place it on a different background. If you want your images to be masked, you can note this in the “Processing” field. Please note that when masking images, the images can only be returned in certain image formats, such as EPS, TIF, PNG and PSD.

What additional services do you offer?

Mister Clipping can also retouch, resize, crop or mask your images. We can create shadows using various techniques and for photos of garments we offer a special technique called “Invisible man.” You can make any additional wishes or requirements known in the job’s (or image’s) “Processing” field or contact Mister Clipping support to discuss the options.

Can I contact your support team with questions?

Yes, our English-, German-, French- and Dutch-speaking support team is available during European office hours (Central European Time). Our English-speaking American support desk can be reached during American office hours (Eastern Standard Time).