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Help and support information

Get answers to most questions related to ordering or downloading machine embroidery designs. information is divided into headings. If you don't find the right answer, write an e-mail through the Help Desk.

Register and Sign In

Managing Your Account

  • I want to change my email. How do I do that?
  • I want to change my password. Where can I do that?
  • How do I add/update information on my embroidery machine? 
  • I don’t see my embroidery machine on the list 
  • How do I review a product? 
  • How do I add/remove items to/from my Wish list? Will my friends be able to see it? 
  • How do I contact your Support?
  • I forgot my password! 
  • I not see files for download

All about embroidery formats

Color Charts and additional information

  • .EDR file – what is it for? 
  • I need another Color Chart 
  • Where is my Color Chart? 
  • Color charts for what types of embroidery threads do you provide? 
  • Understanding Colors in Embird 
  • How do I change the colors of a design to the ones I like in My Editor? 
  • When I download the designs, the colors are different than the ones on the website. 
  • How to print color charts in order history 

Edit embroidery design

  • Edit embroidery design
  • How do I resize a design without reducing the stitch count?
  • How do I delete parts of a design in My Editor?
  • How do I enlarge a design and adjust the stitch count?
  • How do I change background color in My Editor?
  • How do I change the colors of a design to the ones I like in My Editor?
  • Hi i bought a embroidery file and it will not open on my Mac ?

Custom Digitizing Service

  • Custom Digitizing Service
  • How long will it take to custom digitize a design?
  • How will I know that my custom digitizing order is ready?
  • How do I pay for customer digitizing?
  • Does the price of a design depend on its size?
  • How to fill in a Custom Digitizing Ticket 

Bonus programs and free embroidery

  • How to shop with Reward Points?
  • How many Reward Points do I get for…?
  • What are Reward Points and where do I use them?


  • Problem with ART format for Bernina 880 
  • Buy a design a second time to get a different format
  • Puckering

Welcome to Support

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