If your custom order request won't send, the page or the form tells you why. Find your message below.
"There's already an open request with this shop"
You already have a request with this shop that is waiting for a reply or has a quote ready. Esano allows one at a time per shop. Do one of these:
- Open Your account → Custom requests and select the request.
- Select Add a message to give the shop more details.
- Or select Withdraw request to close it and start a new one. Nothing is charged.
On the shop's request page, the message You already have an open request has a View your request link.
"This shop isn't taking new requests right now"
The shop has reached the number of open requests it can handle. You can still message the shop. Try again later, or look for another shop.
"This shop isn't taking custom orders right now"
The shop turned custom orders off, so there is nothing to request. The request page is also unavailable.
"This shop is on vacation"
A shop on vacation doesn't take custom requests. Its shop page stays up, and you can browse it. Try again when it's back.
"You've sent a lot of requests today"
You can send up to 5 requests in 24 hours. Try again tomorrow.
Form errors
- Brief too short or long: write between 20 and 2,000 characters.
- No file type chosen: tick at least one type under Files you need, or tick Not sure.
- Budget error: enter plain dollar amounts like 40 or 60, and make the top of the range at least the bottom.
- Need by date error: pick a date in the future.
- Image error: use JPG, PNG, WebP or PDF files, up to 10 MB each, and up to 5 images.
- "Your request didn't send": check your connection and try again.
"This is your own shop"
You can't send a request to a shop you own. If you have a shop, buyers see this form on your shop page.
Still stuck?
If none of these match, contact Esano support at customerservice@esano.com and tell us the shop name and the message you see.
For the steps to send a request, see Send a custom order request.
Common questions
Why does it say I already have an open request?
You can have one request with each shop that is waiting for a reply or has a quote ready. Open it and add details through Messages, or withdraw it first.
Is there a limit on how many requests I can send?
Yes. You can send up to 5 requests in 24 hours. If you hit it, Esano asks you to try again tomorrow.
Related articles
- Send a custom order requestBuying on Esano · Custom orders
- Find shops that take custom ordersBuying on Esano · Custom orders
- Find and track your custom requestsBuying on Esano · Custom orders
- Message a shop on EsanoBuying on Esano · Messaging shops
More in Custom orders
- How custom orders work
- Find shops that take custom orders
- Send a custom order request
- Find and track your custom requests
- Review, decline or renew a custom order quote
- Accept and pay for a custom order
- What the start notice means on a custom order
- Cancel a custom order
- What to do when a custom order is late
- Get and approve your custom order files
- Ask for changes to a custom order
- Report a custom order problem
- Emails you get about custom orders
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.