Frequently Asked Questions
Pre-Purchase
How do I connect my Nelko printer to my phone?
Download the Nelko app from the App Store or Google Play, enable Bluetooth on your phone, and follow the in-app pairing instructions.
Does the printer really not require any ink?
Yes. Nelko thermal printers use heat-sensitive paper and do not require ink, toner, or ribbons.
Is the app compatible with both iOS and Android?
Yes. The Nelko app is available for both iOS and Android devices.
What label sizes are supported?
Supported label sizes vary by model. Check your printer specifications for compatible width and length ranges.
PP Series FAQ
How do I check the app and firmware version?
Connect the printer in the app, open the device details page, and check the firmware version. To check the app version, go to the app's profile or account area and look near the bottom of the page. For known incomplete-printing issues, use PP01 firmware 1.3.8939 or later, PP03 firmware 1.3.8940 or later, and update the app to Android 4.7.2+ or iOS 4.9.3+.
Why does the app freeze or get stuck while printing?
Restart the app and printer, then try printing again. If the issue happens repeatedly, update the app and firmware. If the app freezes during an incomplete print, do not close the app before submitting feedback, because closing it may erase useful error logs.
How do I fix incomplete printing or missing parts of a photo?
First check the printer firmware and app version. For PP01, use firmware 1.3.8939 or later; for PP03, use firmware 1.3.8940 or later. Also update the app to Android 4.7.2+ or iOS 4.9.3+. If the issue happens on the latest versions, keep the app open, submit feedback in the app, and provide your account ID to support.
How do I safely remove jammed photo paper?
Open the printer cover and locate the jammed paper. Hold both sides of the paper and pull slowly and evenly along the paper path. Do not tear the paper or leave scraps inside the printer. After removing the main jam, check for small paper pieces before reloading paper.
Why does the printer still show an error after I remove the jammed paper?
Make sure all covers are fully closed, restart the printer, and let it run its self-check. If the error remains, remove the cartridge and all photo paper, turn off the printer for one minute, reload the cartridge and paper, then power it on again.
What if the cartridge still isn't recognized after troubleshooting?
The cartridge chip, cartridge contacts, printer contact springs, or internal sensor may be causing the issue. If cleaning and reinstalling do not solve it, contact support with your order information, printer model, cartridge photos, and a short video of the error.
What should I do if the ink cartridge leaks?
A small amount of ink may leak during air shipping because of pressure changes and vibration. Open the transparent bag carefully, wipe the outside of the cartridge and metal contacts with a tissue or soft cloth, let it dry, then install it. If the first print has mixed colors or streaks, run the printhead cleaning function in the app.
What should I do if photo paper, cartridge, or accessories are missing from the package?
Please contact support with your order number, product model, photos of the package contents, and the missing item. After the issue is confirmed, support can arrange the missing accessory or consumable according to the order record.
What should I do if I did not receive my order?
Please contact support with your order number and shipping information. Support will check the shipment status and help arrange the next step according to the carrier record and order details.
P21 FAQ
How do I clean the P21 print head?
Turn off the P21 and open the cover. Gently clean the print head with a lint-free cloth or cotton swab lightly moistened with alcohol. Let it dry completely before loading labels and printing again.
What should I do if the printer makes unusual noise?
Stop printing and check whether the label roll is loaded correctly. Remove any stuck label pieces or debris, then reload the roll. If the noise continues, stop using the printer and contact support.
What information should I provide if I contact support?
Please provide your order number, printer model, phone model, phone system version, NELKO app version, label roll type or size, and a short video showing the issue. This helps our support team check the problem faster.
How do I return my printer?
Contact our support team within 30 days of purchase to initiate a return. Please include your order number.
PL70E FAQ
How do I set up the PL70E on a Windows computer?
Power on the printer, connect it to your Windows computer with the USB cable, download the PL70E Windows driver from the NELKO support page, install the driver, select USB during setup, then print a test page.
How do I set up the PL70E on a Mac?
Power on the printer, connect it to your Mac with the USB cable, download the PL70E Mac driver from the NELKO support page, install the driver, then select the PL70E when printing your label PDF.
Where can I download the PL70E driver?
You can download the PL70E Windows, Mac, and Linux drivers from the NELKO Driver & User Manual page. Please choose the driver that matches your computer system.
Do I need to install a driver before printing from a computer?
Yes. For computer printing, please install the PL70E driver first. After installation, select the PL70E as your printer before printing your label file.
Can I print a test label after installation?
Yes. After installing the driver, you can print a test page from your computer to confirm that the PL70E is installed correctly. You can also use the sample 4 × 6 label from the NELKO support page.