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Frequently Asked Questions
Customer Service

Frequently Asked Questions


Designs
Designs

Why doesn't the design that I purchased work in my machine?

You may not have associated the design to the correct machine number. When the file is downloaded, it is coded to a specific machine and specific machine model. Double check this information. Go to My Account page and click on the "Edit your downloads to model associations" link.

How many times can I associate a design to a different model?

Three times.

Why do I have to register a model to download designs?

There are two reasons why we ask that you register a model before you can purchase designs:

  • Design sizes are limited to the appropriate hoop size. We ask you to select the model you wish to use for this design so that we can alert you if the design size is too large for this machine's hoop size.

  • After you purchase a design we have to package up the design so that it will work with your machine. We use some of the information that you provide during the registration process to create this "package". Once you download the design, you will only be able to use it on the machine that you selected. It is very important that you provide accurate information during the registration process.

What do I do if there is a model on my machine association list that I no longer own or never purchased?

You can modify existing machine information and mark a machine as “Not Active” to hide a machine from the machine association list. The Machine will remain in your “My Machines” registration history but it will be marked as Not Active in the status column. To modify existing model information you can click on go to My Account page and click on the "Add or edit the machines you have registered" link.

How can I view my images and thread information before I embroider them?

Installing the Pen Viewer will allow you to view a pixilized image of the embroidery thumbnail as well as information related to that particular image that you have stored your computer. The PEN Viewer is compatible with Windows® OS only.

Click here to download the Pen viewer application

Where can I use the PEN viewer?

You can view the images that you have saved in folders in the computer you are working in or on media that is currently installed on the computer in use. The PEN Viewer is compatible with Windows® OS only.

Click here to download the PEN viewer application

What are the methods for viewing .pen files?

Files of this type can be viewed individually from the My Downloads page or if you save the files to a folder or USB media you can enjoy viewing them with the Pen Viewer program.

The PEN Viewer is compatible with Windows® OS only.

Click here to download the Pen viewer application



Downloads

Why do I have to select a machine model for each download?

Every design that is purchased must be associated to a specific Brother machine model number. Once the design is purchased it is available for download and will also reside in the My Download-Model Association area of your My Account page. Note that when you visit this area you can Edit the model number that a design is associated to up to 3 times. This allows you to use the design in more than one machine that you may own. Go to My Account page and click on the "Edit your downloads to model associations" link.

How do I download and use my design?

How do I download and use my design? Upon download, the design file is saved in the My Document area of your computer. Once the file is saved to your computer, you can save it to a thumb drive or via the USB cable (provided with the appropriate Brother Embroidery machine) connected from your computer to your sewing machine.

Why can't I download a licensed design for use in a PR-600 series machine?

The PR series of machines cannot accept and embroider licensed designs for contractual reasons.



Machines

How many machines can I register?

As many Brother machines that are iBroidery.com compatible as you own.

How do I modify information regarding the machines I have registered?

You may have registered a model in the past and was not prompted to enter all of the information that we require to package up your newly purchased designs. You can modify some of the information about your models by visiting "My Account". Go to My Account page and click on the "Add or edit the machines you have registered" link.

Why do I have to select the dealer that I purchased the model from?

Brother has a great relationship with the dealers who sell Brother Products and we want to give them credit.

How do I change a model that is associated to a design?

Go to My Account page and click on the "Edit your downloads to model associations" link. Click on the Change Model button and the Reassign My Design to a Different Machine page will open. Fill in the requested information.

How do I see what models I have registered already?

On the My Account page, under the "Personal Information" header, select the "Add or edit the machines that you have registered" link, or you can simply click here

Why doesn’t machine that I want to associate the design to show when I open the model association drop down box?

You must first register your machine before you can associate designs to it and your machine must have an Active status. Go to My Account page and click on the "Add or edit the machines you have registered" link.

Why don’t all of the machines I own appear on the “My Machines” page under my account?

You have not registered all of your machines. You must do so in order to associate a design to a machine. Go to My Account page and click on the "Add or edit the machines you have registered" link and click on the "Register Another Product" button.

Can I register a non-Brother machine?

No.

Can I register a machine that does not have an internal ID number?

No.

What does the Status mean on the machine registration?

The status indicator allows you to manage your machine registrations. A status of "Active" means the machine will be displayed in the machine association list and the machine can be assigned to a new design. A status of "Not Active" means the machine will NOT be displayed in the association list and the machine cannot be assigned to new designs. This status can be updated by editing the machine. Go to My Account page and click on the "Add or edit the machines you have registered" link.







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