This article covers common reasons label printing may not work as expected and what to try on mobile devices. If you still can’t print after trying the steps below, you can also share a few details with our team so we can help troubleshoot.
Common causes
The label size/template selected in Sortly doesn’t match the labels loaded in your printer (or the printer’s label settings).
The label PDF is opening in an app or browser that doesn’t support printing reliably (the print option may be missing or greyed out).
Your device is set to open PDFs in a default app that isn’t a dedicated PDF viewer.
On iOS, the printer does not support AirPrint (required for mobile printing from iPhone/iPad).
Your printer isn’t available/discoverable from your mobile device.
Why this happens
When you create a label in Sortly:
Sortly generates a PDF file
Your device decides which app or browser opens the PDF, and printing is handled by the app that opens it.
Some apps (including certain browser viewers and Google Docs) don’t always support printing PDFs reliably. This can prevent printing or cause the print option to appear greyed out.
Also, if your label settings in Sortly don’t match what your printer is configured to print (label size, layout/template, paper settings), printing can fail or produce incorrect output.
You can also receive a copy of the label PDF by email. This can allow you to print from a different device if needed.
Android tips
If your label PDF is opening in Google Docs (or sometimes Google Drive) on Android, it may not print correctly. For best results, open label PDFs in a dedicated PDF viewer (for example, Adobe Acrobat Reader).
Change which app opens label PDFs
Open Android Settings
Tap Apps (or Apps & Notifications)
Tap Default apps (or Choose default apps)
Find Opening links / Open by default / Set as default (wording varies by device)
Locate the app currently handling PDFs (commonly Google Drive or Google Docs) and tap Clear defaults
Next time you open a label PDF
Android should prompt you to choose an app to open the PDF
Select a dedicated PDF viewer (such as Adobe Acrobat Reader)
Tap Always to set it as the default going forward
iOS tips
Printing from an iPhone or iPad requires a printer that supports AirPrint.
If your printer supports AirPrint, you should be able to print the PDF directly from a compatible viewer.
If your printer does not support AirPrint, you may need to print the label from a computer instead.
Still having trouble?
If printing still isn’t working, please contact our Support team and share the details below so we can help troubleshoot:
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Screenshot of the Print Label screen in Sortly (Step 1)
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Screenshot of your printer settings / print dialog
Printer brand and model
Label brand, size, and template (i.e. Avery 5200)
The PDF export of the label you’re trying to print
More resources
Create QR Code and Barcode Labels