You might try contacting Support. Press "Contact" at the bottom of this page.
It will probably be contingent on what the format is, i.e., pes, art, pcs?
Pat, The Avid Embroiderer
If you are interested in selling your projects, you can determine your costs and profits quickly with my Spreadsheet.
If you want a lot of great information on working easier, faster and more confidently on your computer, check out my Tips and Tricks.
If you want to see my pashminas (that I successfully sell retail) check them out here. I also wholesale them.