You have probably placed the graphics in your header/footer image too far out. Your final images should have a 3 mm bleed to all sides, which will probably be cut off. Essential details and logos are not supposed to be inside the bleed.
In our white paper, we stated the dimensions for our badge images as follows:
Header:
Overall
dimension header image: 103×38 mm (equals 1217 x 449 px with 300dpi)
Final dimension header image
without bleed: 97×35 mm
Footer:
Overall
dimension footer image: 103×24 mm
(equals 1217 x 283 px with 300dpi)
Final dimension footer image without
bleed: 97×21 mm
Please pay attention to your header/footer image having the overall dimension, but your essential information and logos not being inside the 3 mm bleed. Your logos need to be placed inside the final dimension of your image to not be cut off.
If that is not the reason why your badges look off, please check the scaling when printing. Page customization must not be activated. Any automated scaling will change the dimensions of the badges, so printing should always occur in 1:1 original size.
You will find helpful tips about our badges and what else to consider when printing in our white paper.