Frequently asked questions

1. Accounts & signing in

Do I need an account?

Yes. It keeps your print history and links your jobs to you when you reach the kiosk. All we need is an email address — no password.

How do I sign in?

InsPrint uses Magic Link — give us your email and we send a one-time sign-in link. Click it and you are in. No password to remember. The link lasts 15 minutes.

The sign-in email never arrived

Check your Spam / Junk first. Still nothing after 2–3 minutes? Try again, and double-check the address you signed up with. If it still will not arrive, write to [email protected].

Can I use several devices?

Yes. Your account works on any device and any browser — just sign in with a magic link wherever you are.

How do I delete my account?

Email your deletion request to [email protected] with the subject “Account deletion request”. We handle it within 7 business days. Everything personal, documents included, is deleted for good.

2. Uploads & file types

Which file types work?

These ones:

• PDF — our pick, because the layout always comes out right
• Word (.docx)
• PowerPoint (.pptx)
• Images (.jpg, .jpeg, .png, .webp, .bmp, .tiff)

How big can a file be?

Up to 50MB per file. Bigger than that? Compress the images or split it up first.

My Word file came out wrong

Word files can shift fonts or layout when converted, especially with unusual typefaces. Best move: export to PDF from Word yourself before uploading. Then what you see is what you get.

Can I upload several files at once?

One file per job for now. Merge them into a single PDF, or create separate jobs.

Do you keep my file after printing?

Depends on the document: Private documents is deleted automatically 7 days after upload. Community documents stays up until you ask us to take it down. This is document retention — nothing to do with how long a print job stays valid (7 days). More in the Privacy policy.

3. Payment

How can I pay?

Right now, only VietQR — scan the QR code with any Vietnamese banking app. No credit card, no e-wallet needed.

How long is the QR code good for?

The code lasts 15 minutes from the moment it appears. If it expires, go back to your order and make a new one — nothing else is lost.

I paid but the order is still unconfirmed

Confirmation is automatic and usually lands in seconds. If after 5 minutes it still has not, try this:

1. Check your banking app — did the transfer actually go through?
2. Refresh the order page
3. Contact [email protected] with a screenshot of the transfer receipt

I was charged twice

Email us right away at [email protected] with the subject “Duplicate payment”, with your order code and the receipt. We check it and refund within 3–5 business days.

Do you store my bank details?

No. Nothing about your account or card is kept. VietQR transfers go straight through the banking system; we only receive the confirmation.

4. Collecting at a kiosk

How do I collect my prints?

1. Go to the kiosk you picked
2. Read the 5-digit code on the kiosk screen
3. Open InsPrint on your phone → your job → type the code → confirm
4. It prints; take your pages from the output tray

Full walkthrough at Step 6 — Collecting.

Can I go to a different kiosk?

No. A print job is tied to the kiosk you picked when you ordered. To switch, cancel it and place a new order at the other kiosk. See the Cancellation policy.

The kiosk errored or ran out of paper

Your print job holds its state. Call 0961.187.218 and we will move you to another kiosk, or refund you if we cannot.

I forgot the 5-digit code

The kiosk shows it constantly — just look again. It rotates in real time, so read it off the screen when you arrive rather than memorising one in advance.

How long does my job stay valid?

It holds for 7 days from the order date. After that it cancels itself and refunds in full. More in the Cancellation policy.

5. Cancellations & refunds

Can I cancel after paying?

Yes — as long as it is still Pending (the kiosk has not started). Dashboard → Print jobs → Cancel. Full refund.

Once it reaches Processing or beyond, it cannot be cancelled — printing has already begun.

How fast do refunds arrive?

3–5 business days, depending on your bank. The money goes back to the account you paid from.

What happens after the 7-day window?

It cancels itself and refunds you in full within 3–5 business days. You get an email when it lands.

The print quality was not good

Contact [email protected] within 24 hours of collecting your prints — attach a photo of the bad print and the job code. Details in the Print quality policy.

6. Data privacy

Does InsPrint read my documents?

No. Your files are encrypted in transit and at rest. Nobody at InsPrint can open them. The system only converts the format and sends the job to a kiosk.

How long do you keep my files?

Private documents: Deleted automatically 7 days after upload, finished print job or not.

Community documents: Kept indefinitely until you ask us to remove them.

Heads up: document retention (7 days) is not the same as print-job validity (7 days from payment). Full details in the Privacy policy — retention periods.

Who can see my uploads?

Only you, through your own account. Files sit behind a path tied to your account ID — nobody else can reach them, other InsPrint users included.

Do you follow Vietnam's data protection rules?

Yes — Decree 13/2023/NĐ-CP on personal data protection. The full commitment is in our Personal data protection policy.

8. Pricing & vouchers

Why is ink not priced per page?

Because a flat per-page price is unfair. A page with 50 words uses about 3% coverage; a full-colour graphic uses around 70%. So InsPrint uses block-based pricing — we measure each page's actual ink coverage and convert it into "blocks", so you pay for the ink you really used.

Full explanation at Pricing — ink.

How is ink coverage measured?

When you upload, we measure each page's coverage automatically by analysing pixel density — the same method printer makers use to quote cartridge yields under ISO/IEC 19752. It is fully automatic and takes 5–30 seconds depending on file size.

When does the minimum service fee kick in?

Service fee = a percentage of (paper + ink). If that comes out under the minimum — think a single plain page — the minimum applies instead. Current rate and minimum are on the Pricing — service fee.

Can I get a VAT invoice?

Yes. We issue an electronic invoice under Decree 123/2020/NĐ-CP on request. Get in touch at [email protected] with your company details and we will send one.

Do prices differ by kiosk?

No. Every InsPrint kiosk charges the same price list. Prices do move when supply costs move — the pricing page updates automatically.

How do vouchers work?

Vouchers come off the final total (after VAT). Each voucher is calculated independently. Percentage vouchers have a cap; fixed-amount ones come straight off. The floor is 0₫ — vouchers never leave a negative balance.

7. Getting help

Still stuck? Reach us here:

For anything urgent involving payment or a kiosk, call the hotline — that is the fastest route.