Troubleshooting and Resolving the TCPDF Error

Sending invoices via email is a breeze with The Customer Factor, but occasionally, you might encounter an error message that says "TCPDF error." Don't worry; we'll guide you through understanding this error and how to resolve it.

Follow these steps to fix the issue:

Identify the Error:

  • When you attempt to send an invoice via email and encounter the "TCPDF error," it usually indicates that the uploaded logo on your "Invoice Format" is in an invalid format, such as a PDF file.

Accessing the Invoice Format Screen:
  • To resolve the error, go back to the Invoice Format screen within The Customer Factor. To preview the current invoice logo, click the eye icon next to the trash can icon.

Verify the Logo Format:

  • If the image displayed appears like the example shown in the error message, it confirms that the logo is indeed in an invalid format (e.g., PDF). To proceed, you need to remove the existing logo and upload a new one.

Uploading the Correct Logo Format:

  • When uploading a new logo, ensure it is in one of the allowable file types, such as JPG, PNG, or GIF. Additionally, adhere to the recommended logo size of 200 x 400 wide and between 200 to 350 pixels high to achieve a crisp appearance.

Resizing the Logo:

  • If you have difficulty resizing your logo to the recommended dimensions, don't worry! You can simply send the logo as an attachment to, and our support team will be more than happy to resize it for you.

Testing the Resolution:

  • After uploading the correct logo format and ensuring it meets the recommended dimensions, the TCPDF error should be resolved. You can now proceed to send invoices without encountering any issues.

By following these steps, you'll successfully resolve the TCPDF error related to invalid logo formats and you'll be able to send invoices again hassle free.

If you encounter any other issues or have further questions, feel free to reach out to our support team for assistance.

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