Rollo Support

Rollo printers are direct thermal printers. They print with heat on heat-sensitive labels, so they never use ink, toner, or ribbon, and any brand of direct thermal label in a supported size will work. 

This is the most common question we get, so here it is plainly:

1. Rollo printers do not use ink cartridges, toner, or ribbon. There is nothing to refill or replace, ever.

2. The printer heats the label, and the label's heat-sensitive coating turns black. The "ink" is in the label itself.

3. If your prints look faded or blank, you are not "running low on ink." Check your label type and settings instead (see our faded printing article).

1. Use direct thermal labels. There are two label technologies: direct thermal and thermal transfer. Rollo works with most direct thermal labels. Thermal transfer labels need a ribbon, which Rollo does not use, so they will not print.

2. Any brand works. You are not locked into Rollo labels. Direct thermal labels from your carrier or another supplier (for example, UPS direct thermal rolls) print fine.

3. Use paper labels, not plastic or transparent film. The printer's sensor cannot detect where one clear label ends and the next begins, so transparent labels feed continuously and print misaligned.

4. Labels need a gap or perforation between them. That is how the printer knows where each label stops. Continuous stock without gaps or perforations will keep feeding without aligning.

5. Avoid labels that use black marks or punch holes for separation. Some batches work, but they often interfere with the printer's calibration and cause unreliable feeding.

6. Label quality varies by batch. If prints suddenly turn blurry or light after loading a new batch, the batch itself is the usual cause. Try a different roll to compare.

1. 4x6 inches is the standard shipping label size and the size we recommend for USPS, UPS, FedEx, Amazon, eBay, Etsy, and Shopify labels.

2. Smaller sizes also work, including 2x1 inch barcode labels and 2 inch round or 2x2 inch product labels.

3. Both fan-fold stacks and rolls work. For rolls, place the roll 2 to 3 inches behind the printer so it can pull labels smoothly, or use a roll holder to keep the roll steady and aligned.

Whenever you switch label size or brand, let the printer learn the new label:

1. Feed the labels into the slot at the back of the printer with the printable (peelable) side facing up.

2.  Adjust the guides so the labels feed straight.

3. Press and hold the top circular button, and release it after one beep. The labels move back and forth and stop at the tear-off point. One or two blank labels may feed out. That is normal, and you can re-feed them.

4. When the button light turns green, print a test label from rollo.com/sample.

Still stuck? Reach out to our team through chat support, and we will walk through it with you.